Troubleshooting Excellence
Focused on getting your guests online as quickly as possible, Guest Direct℠ has developed a proven troubleshooting process. With years of researching and testing, the Guest Direct℠ troubleshooting process is streamlined to find an answer quickly and efficiently.
Systematic Process
- Guest Direct℠ developed a systematic process that guides agents through the necessary questions to diagnose a problem. This process ensures consistency and efficiency with every guest interaction.
Efficiency and Quality
- At our domestic call center in St. Louis, MO, 80% of technical calls are answered within the first 60 seconds.
- Once your guests are on the phone, the agents solve 75% of problems within the first eight minutes.
Accurate Diagnosis
- The Guest Direct℠ system helps to diagnose the problem based on the answers to the troubleshooting questions. This process ensures that the problem is correctly identified, every time.
- The Guest Direct℠ agent records a final diagnosis, resolution and guest mood at the end of the call. If the guest was extremely unhappy, we automatically notify you of the problem so together we can address it immediately.
Back to Experience
See Success Stories 