SmartCallsm is Guest Direct's innovative solution for managing the reservation process. SmartCallsm combines Best Practices for reservation taking, call recording, agent performance management, and reporting systems to provide Reservation and Marketing Managers with the information they need. SmartCallsm offers all of these vital management tools on a transactional basis; no capital expenditures, no systems to install and no need for IT support.
SmartCallsm is the Business Intelligence you need for marketing and operational success!
SmartCallSM Features
- SmartCallsm is easily accessed from any web browser
- Record all incoming calls; easily search and listen to calls
- Use multiple toll free numbers to track your different marketing sources, with real-time reporting by month, week, day, time of day, etc.
- Caller demographics are extracted from Caller ID information and stored in a reporting database
- User-customized and flexible Agent Scorecard and reporting system
- Third party mystery shopping service
SmartCallSM Benefits
- Listening to calls helps uncover hidden opportunities to improve your promotional programs and learn more about what your potential guests need
- Agent performance will improve when they understand what is being measured; are regularly monitored; and are coached for improvement. Increases in agent performance enhance both productivity and booking rates, which drives costs down and revenue up.
- Easily determine which of your various sources for marketing information are delivering you the most potential guests. By understanding who is calling and from where they are calling, you can better hone your marketing programs to drive more business your way.
- Find out precisely how many calls come in to your center; which days of the week, and which hours of the day
- By benchmarking your own agents and performance measurements against third party assessments, you can continually learn new ways to improve and more quickly correct underperformers and reward top performers.
