CHICAGO—-Cloud5 Contact Center, the only provider of reservations optimization and enhanced agent services exclusively for the hospitality and travel industries, achieved a major contact center record last year booking one million reservations for its hotel clients. One million reservations were generated by Cloud5’s servicing of more than 1.5 million calls into its multi-facility operation during 2016.
Cloud5 Contact Center clients include major hotel groups and independent chains for economy, mid-range, and luxury brands, as well as fine hotel and resort loyalty programs. Centers provide a unique range of revenue generation services including central reservations, sales optimization, loyalty services, OTA rate management, and social media engagement.
“We use Cloud5 to cement guest relationships,” said Tia Graham, Director of Sales and Marketing at The London West Hollywood at Beverly Hills, a AAA Four Diamond property and member of American Express Fine Hotels & Resorts. “Cloud5 agents deliver better conversion results because they combine industry knowledge with a feel for our brand that allows them to tell The London story, including the unforgettable guest experience we offer.”
What makes Cloud5 different is a comprehensive guest-centric strategy that immerses its world-class hospitality agents into its client brand and culture. This unique brand advocacy approach translates each agent’s travel experience into passion for the guest stay experience. The proven personalized, high-value solution generates an improved guest experience for the contact center investment, resulting in higher conversion rates, greater guest loyalty, and ultimately, higher direct revenue growth.
“Our partnership with Cloud5 is a critical part of our revenue strategy,” explained Jackie Collens, Director of Sales at The St. Regis New York, a Forbes Five-Star and AAA Five Diamond hotel located in the heart of midtown Manhattan. “It’s a proven system that combines highly trained agents with advanced call center processes that provide us with higher call conversion and ADR than we can achieve on our own.”
Focus on metrics and continual process improvement is a core value for the Cloud5 Contact Center. The company believes in transparency of KPIs so clients understand the performance that drives their success such as gross and net conversion rates, length of stay, average daily rate (ADR), service level, abandon rate, average call time and Net Promoter Score (NPS) or “how likely are you to refer our organization to a friend?”.
Ron Gardner, President of RGC Consulting Services, a profit optimization consultancy serving top hotel brands and investment groups, stated, “Cloud5 leads the industry in cultivating its agents to maximize satisfaction and minimize attrition, and that means more reservations and higher revenue per booking for its clients. Most hospitality companies are blind to the impact of high reservation agent turnover in compromised call conversion and lost revenue. Cloud5 eliminates that risk to drive more revenue.”