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Price isn't everything, so what is? Your call center agents are the key to finding out what's most important to each caller and showing them why your hotel or resort offers the best solution. We know reservation centers, and we know the call center training delivery methods that get results. Our Call Center Edge™ training program teaches new sales and service skills to agents and transforms an ordinary call center into a money-making sales center.
Our program starts with an engaging onsite event including a phone skill training program that works toward motivating employees and developing the skills needed to handle inquiries, improve caller experiences, increase conversion rates, and enhance customer delight. Combine our hotel customer service training with the call center sales training and we'll teach your staff the finer points of legendary salesmanship and show them how to establish rapport, identify caller needs, and build value before quoting rates and always asking for a commitment.
Call Center Edge™ is different than other hospitality training programs. It is a comprehensive system that creates lasting improvements in the skills of your agents and an immediate increase in overall customer delight. Our customers see reductions in abandon rates, handle time and employee turnover. Consumers get excited when they get a live person on the other end of the phone versus an automated system; why not make the experience with your call center an experience that is unforgettable. Exceeding customer expectations is what will set you apart from your competition and keep customers coming back. Signature's hotel customer service training programs help agents integrate learned skills into their daily behaviors so employee motivation, productivity, performance and results change for the better.
Call Center Edge™ has everything - including the most comprehensive Satisfaction Guarantee in the sales skill training industry. If you want your phones to really ring - and ring up more sales in the process - then we've got the call center training material for you.
Signature has thousands of clients, each with a different business mix, call volume, staff size, and business potential. That is why we offer multiple-day training delivery options with a variety of different topics and activities, including:
- Thorough on-site assessment of your current program
- Pre-training mystery shopping service to measure existing proficiency
- Call center sales training on Signature's "Magic Formula" reservation process
- Extensive role playing to ensure a proper phone sales technique
- Hospitality training for management, and supervisors
- Dynamic, fun and engaging call center training session for agents
- Employee motivation and productivity strategies
- Toll-free 800 number to listen to recorded calls
- Web-based management reporting enabling access to evaluations and recorded shopping calls 24/7
With our Call Center Edge™ training programs, we help your staff use their new skills every day with ongoing training, coaching and hotel mystery shopping. Signature's post-call center training includes:
- On-site revisits and continued call center training throughout the year from a Signature regional trainer
- Routine call center phone training and sales tips
- On-line capability to review call evaluations and determine if employees are applying learned sales skills through training
- A toll-free number which allows for immediate access to recorded calls made during our mystery shopping service
- Unlimited coaching calls for enhanced employee development training
Call Center Edge™
Imagine increasing conversions by 2%, 300 days per year. Use our formula below to determine the increased revenue you could experience through our phone skill training programs!
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Hotel
Transient
