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Call center in a hotel

Create: Aug 29, 2019     Edit: Oct 23, 2019
A centralized office of a company that answers incoming telephone calls from customers or that makes outgoing telephone calls to customers (telemarketing, sometimes referred as a Central Reservation Office (CRO).
In its simplest form, it consists of a telephone and a reservation agent. Generally, call centers have the ability to place multiple reservations at the same time through central reservation systems (CRS), usually through an 800 number. Hotel companies may have call centers that serve many different properties within the corporation.
Airlines and car rental companies usually have one centralized call center in each of the different countries where they operate, all interlinked through the CRS. Centralized call centers have the advantage of providing consistent service and decreasing the company’s costs, such as management and training.
Multibranded companies, however, may have different call centers and, in some cases, different CRSs within their system, mostly due to mergers and acquisitions.

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