Impact of the Call Center on the Hotel Industry

Answers

• Rose Polchin Posted at 12:10PM on Jan 12, 2012

  Hi, Thank you for your question. I think it is good to explore to see where you can gather information, best practices and perhaps prevent "reinventing the wheel" through benchmarking. At the same time, I am sure you are also aware that benchmarking has its limitations, so I need to add my "two cents" on this point. It is important that when you look are looking for any benchmarking study, you and your team ask yourselves why and what you are looking for. And if you do view a study, ask what this data really means. For example, you may find that your team is monitoring about the same number of calls as the others you looked at and you have the same criteria, etc., so you may feel you are "doing the right things." However, this says NOTHING about the results that have been gained by monitoring "x" calls or what the end goal is. That is just one small example. The key (and you will see similar responses to any benchmarking related study on this board by ICMI folks) is to truly identify what and how YOUR center(s) deliver value to your respective organization. Are you there to mitigate costs or as a differentiator? What you measure, what your goals are etc. will be very different depending on your organization's vision and strategy. And those are often not spelled out in benchmarking studies. Bottom line: When it comes to benchmarking all of us need to be aware of its benefits and its limitations. Hope this helps!