Find Out How A Major Casino Averted A Call Center Disaster

Hotel Call Center Solution - Find Out How a Major Casino Averted a Call Center Disaster

Caesars Palace needed to upgrade their hotel call center system's performance. With 2,450 rooms and 100,000 visitors per day, there was little room for error in ensuring the customer's first impression - the way their calls are handled - was virtually flawless. The legendary Las Vegas destination resort's reputation as a place where guests come for amazing service and pampering of every kind was at stake.


Caesars installed Nortel Networks' Symposium hotel call center server to help improve overall customer satisfaction and service levels. The server system's routing and queue reporting capabilities would enhance the efforts of agents and their supervisors. Caesars also wanted solutions that would give them a better handle on call processing time, call abandonment rates, and agent productivity. To provide real-time event and guest-profile information and integrate Caesar Entertainment's multiple communications platforms, they turned to Amcom Software.

After surveying Caesars' needs and goals, Amcom suggested a number of efficiency measures and upgrades for the hotel call center. The hotel installed XTEND XpressDesk, Amcom's advanced hospitality software, to augment the functionality of Symposium by interfacing with the hotel's property management system. XpressDesk matches up caller extensions and guest profiles, delivering the profiles to agents via pop-up screens. Caesars also souped-up its hospitality with Amcom's "wake up" app, added an XTEND Paging Gateway and XTEND Voice With a Smile, to greet calls with a time-of-day sensitive message in the voice of the operator handling the call. Caesars also installed a customer friendly, voice assisted transfer system to help reduce congestion at the main number.

And just how did the Caesars hotel call center solution fare? Incredibly well, according to the customer's own metrics! Caesars witnessed a call center boom: a 30 percent improvement in call processing time, a 50 percent decrease in call abandonment rates and a 15 percent increase to an overall service level of 90 percent.

Want to tap into the hotel call center solution Caesars Palace used? Visit Amcomsoftware.com!

By: Bryan Mitchell

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Bryan Mitchell, Business Solutions Advisor - Amcom Software is the leading provider of communication software, with over 1000 customers in healthcare, hospitality, government, and education. Call 800-852-8935 or Contact Sales.

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