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Trust|Voice is a complete outsourcing solution for all customer communication. It is an alternative to maintaining the hotel chain own central reservation office or can be used to complement its existing structure for countries not covered. The service package provides Private Label Voice Service as well as additional services such as Call Forwarding, Concierge, Telemarketing and Chat and Call Back Services.
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Trust|Voice Private Label
- Handling of incoming calls on behalf of the company through private label toll-free lines and in 9 languages.
- Currently 47 countries around the world are covered.
- Customers can choose the markets where Voice Services should be offered, according to their own marketing and sales strategy.
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Trust|Call Forwarding
- Handling of incoming calls forwarded by Client's member hotels to the Trust's geographical nearest Communication Center.
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Trust|Concierge Service
- Concierge Services include reservation-related support to callers.
- Our agents actively offer special services to the customer, such as transfer, dinner reservation, VIP-treatment, extra bed and event information.
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Trust|Telemarketing
- Trust|Telemarketing includes the postage of printed reservation confirmations as well as the storage and mailing of hotel brochures, directories and other marketing materials upon request.
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Trust|Chat
- Interactive Internet booking support via email and online chat with customer.
- Emails chat under the company's name and in English.
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Trust|Call Back
- Internet booking support via telephone.
- Online visitors on customer's website request to be called back immediately, free of charge, by the Trust Communication Centers.
- Calls are handled under the company's name and in English
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Service Level
- Typically 80% of the incoming calls are answered within 20 seconds.
- Excellent performance in answering times and call conversion guaranteed.
- Concierge and Telemarketing service activities are executed within 24 hours.
- All services are handled by courteous, experienced and highly-dedicated staff
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Training
- Continuous in-depth and professional agent training including reservation system, telephone sales skills including up-selling strategies, market profiles and hotel chain's unique products, requirements and philosophy.
- Regular call monitoring and mystery calls are in place to do quality checks.
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