Reservation Agent Test Call
The Reservation Agent Test Call is a quality assurance measure designed to evaluate the performance of reservation agents. This test call ensures that agents are proficient in handling inquiries related to hotel occupancy data and other relevant metrics.
Similar to the Sales Agent Test Call, this Reservation Agent Test Call is tailored for your in-house reservations team. The report provides insights into how your agents handle calls, including:
- Do they answer the phone on the first ring?
- How eager are they to secure the sale?
- How many attempts does it take to reach them?
- If a message is left, does the caller have to repeat information already provided on voicemail?
- How long is the caller placed on hold?
- Do they offer any room upgrades during the call?
- Do they address rate concerns or offer any discounts?
- Do they attempt to close the sale during the initial phone call?
- Do they invite the caller to reach out again if needed?
As with the sales test calls, we follow your exact specifications when contacting hotels, with no deviations. We meticulously document the date, time, and duration of each call. Agents are evaluated on everything from their tone of voice to their knowledge of the destination. We pay special attention to any specific areas you have asked us to monitor closely. Our shops heavily consider the personal opinions of our callers, as individual reactions to the same situation can vary.
This shop serves as a valuable training tool for our clients. By evaluating your own agents and rating their effectiveness in selling your hotel to future guests, you can identify key areas for improvement. Additionally, this shop can be used to assess potential new hires in your reservations department.
Please ensure that your reservation agents have a signed release on file, allowing us to conduct this evaluation. The turnaround time for the report is typically 1–2 business days and it will be emailed to you in an Excel spreadsheet.
For pricing or to order this shop, please sign in to the client dashboard.
You can also give us a call at (360) 458 5348
during the hours of 7:00am-4:00pm PST
or email us at sales@hisreports.com.
Thank you!