This Reservation Agent Test Call report is done very similarly to a Sales Agent test call and is used for your in-house reservations agents. Do they pick up the phone on the first ring? How eager are they to get the sale? How many calls does it take to reach them? If a message is left, how much information does the caller have repeat that was already left on voicemail? How long is the caller put on hold? Do they offer any room upgrades during the call? Do they address any rate concerns or offer any discounts? Do they attempt to close the sale in the first phone call? Do they invite the caller to call back any time?
Like the Sales test calls, hotels are called only as specified. We ask for the exact criteria that you have given us with no changes. We note the date, time, and duration of the call. Agents are graded on everything from tone of voice to knowledge about their destination. We pay very close attention to any specific areas that clients have asked us to watch for. Our caller’s personal opinions are used heavily on these reports because each individual will react in a different way to the same situation.
This report can be used as a training tool by our clients. In shopping your own agents, and having us grade them on a scale of how well they sell your hotel to future guests, you can find key areas that may need to be addressed. This report can also be used as a tool to grade any potential new hires in your reservations department.
Your Reservation Agents must have a written, signed release on file with you in order for us to perform this shop. Turnaround time is generally 1 – 2 business days.