Telephone Audits monitor operational areas where staff/consumer interaction is handled over the phone.
The audits typically encompass the Reservations/Bookings or Call-Centre departments, but can also be conducted on other operational departments such as Guest Relations or Concierge services.
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Telephone Audit programs assist managers monitor service levels and increase revenue generation by capturing information on:
• Staff pro-activity / call handling
• Staff product knowledge
• Up-selling and conversion skills
• Levels of service provided through staff-consumer interaction
• Continuity of service measured over time
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The reports are accompanied by a digital recording of the calls when requested, which can be used to pinpoint areas of concern and assist with staff training. As with all QI products, the Telephone Audits can be fully customized and all project parameters adjusted to a client's needs. The anonymous calls can also be made at pre-determined times to focus on measuring service under specific circumstances, such as 100% occupancy, special events or seasonal packages. |
