Originally posted: 09/21/2022
Many companies outsource various functions of their businesses, often to lower staffing costs. Hospitality companies often outsource customer service because it can be a major benefit to their operations. Outsourcing increases efficiency and reduces costs in areas such as reservations and marketing. It also helps to improve services and customer experience.
In today's fast-paced world, where customer expectations are continually evolving, the hospitality industry faces unique challenges in maintaining exceptional customer service. One solution that has gained substantial traction in recent years is outsourcing customer service. By entrusting this vital aspect of their business to specialized service providers, hospitality businesses can unlock a myriad of benefits that contribute to improved guest experiences and overall operational efficiency.
Read on to learn about the benefits of outsourcing customer service in the hospitality industry.
Service Quality
Ensuring customers receive a high quality of service is important for hospitality businesses in order to keep their customers satisfied and retain them. Customer service centers that are experienced in handling travel customers and industry standards are a big asset to hospitality companies. They can help them to create satisfied customers that return again and again.
Risk Reduction
When a hospitality company outsources their customer service to a contact center, they reduce their risk. This is because the contact center company employs and manages the employees, thereby eliminating labor-related legal risks. In addition, the hospitality company has less overhead since the contact center company covers office expenses for customer service operations.
Focus on Core Business Operations
By outsourcing customer support to contact centers that can help with hospitality customer service, hospitality companies can focus more on business growth and optimization. At the same time, they can deliver great customer experiences. Outsourcing also gives hospitality businesses more flexibility by allowing them to quickly shift and adapt to new challenges.
Technology
Technology is an important part of running a successful customer service operation. An outsource partner can help take your customer service to the next level by providing technology services such as remote check-in. Outsourcing also helps you reduce technology costs since your outsource partner handles updates and developments of the contact center technology.
Reputable outsourcing partners invest in cutting-edge technologies and tools to enhance the customer service experience. This can include advanced chatbots, artificial intelligence (AI), and data analytics that improve response times, gather valuable insights, and contribute to continuous improvement strategies.
Multilingual Customer Service
Multilingual call centers, which can provide services 24/7, can be a great asset to international hotels. The inquiries of customers from various parts of the world can be answered by a team of customer service agents who speak various languages. This helps a company build trust and loyalty with foreign guests who appreciate the convenience of clear communication.
In a globalized world, hospitality establishments often cater to a diverse range of guests from around the world. Outsourcing customer service can provide access to multilingual support, enabling businesses to effectively communicate with guests in their native languages. This level of personalization enhances guest experiences and fosters a more inclusive environment.
Booking Services
Customers want fast answers about reservations, rates, and more. It’s great to include as much information as possible on the company website and app. But, in addition, hotels and restaurants can manage their booking and reservation services with the help of hospitality customer service contact centers. With their omni-channel capabilities, they can allow customers to choose between receiving help online or via the phone.
Reception Services
Even though hospitality companies have front desk reception help, outsourcing some reception services can still be beneficial. This allows the on-premises staff to concentrate on entertaining guests and giving them a pleasant in-person experience. Meanwhile, the outsourced staff can focus on responding to or routing calls. By having both in-person and contact center staff, hospitality companies can reduce how long travelers need to wait both in-person and over the phone.
Round-the-Clock Support
In the hospitality sector, guests expect immediate assistance, regardless of the time of day. Outsourcing customer service offers the advantage of 24/7 support, ensuring that guests' inquiries, reservations, and concerns are addressed promptly, regardless of time zones. This level of responsiveness not only enhances customer satisfaction but also helps hotels and restaurants build a reputation for reliability and commitment to guest needs.
Cost Reduction
Arguably, cost reduction is the biggest advantage of outsourcing. By outsourcing customer service, hospitality companies can cut their costs tremendously – some may even be able to cut costs in half or more. What’s more, outsourced contact center operations can be scaled up or down, as required, which also helps to manage costs.
Managing an in-house customer service team can be resource-intensive. Outsourcing allows hospitality businesses to reduce overhead costs associated with recruitment, training, salaries, benefits, and infrastructure. By leveraging external expertise, these businesses can allocate their budgets more effectively, investing in other areas that directly impact their core operations and growth.
According to Outsource Consultants about how travel and hospitality companies can benefit from outsource call centers:
“Travel agency call centers can do more than just taking reservations. They can help many different companies in the travel and hospitality industry reduce costs from 50% up to 70% depending on whether the outsourcing location is in a domestic, nearshore, or offshore location.”
Scalability
The demand for customer service in the hospitality industry can fluctuate greatly based on seasons, events, and trends. Outsourcing allows businesses to scale their customer service resources up or down as needed. This flexibility ensures that they can efficiently manage high call volumes during peak times and optimize resources during quieter periods.
Embracing Outsourcing: Elevating Hospitality Experiences and Business Success
Outsourcing customer service in the hospitality industry isn't just a cost-cutting measure; it's a strategic decision that can lead to improved guest satisfaction, operational efficiency, and overall business growth. By partnering with skilled and experienced outsourcing providers, hospitality businesses can harness the power of specialized expertise, advanced technology, and scalable solutions to create memorable experiences for their guests.
Ask ASK
ASK Telemarketing help hospitality businesses improve customer experience in several ways, from identifying gaps and opportunities, to streamlining processes such as CRM and WFM, providing warm and knowledgeable customer support agents and much more. Find out how we can help your business leverage the power of amazing CX to boost sales and loyalty. Visit asktelemarketing.com or call Ray Monasterski at 334.386.3458.
