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.
Persian
