How did Rosetta help a leading resort operator drive a 36% increase in call center productivity?

Situation

A leading resort operator’s inbound reservation center was under-delivering on sales. Agents were failing to make consumers aware of the lodging options, packages, and offers that would best suit their desired vacation experience.  

Solution

Rosetta developed an integrated solution for the call center that included:

 

• Personality-based scripts aligned with key Personality segments’ “hot buttons”
  
• System-integrated selling and offer management tools
  
• In-depth agent and supervisor training
  

The live, in-market execution enabled call center agents to rapidly qualify the type of vacation consumers sought and armed them with a focused list of the most relevant lodging options, segment-tailored selling points, and up-sell or cross-sell suggestions.

 

Impact

Call center agents delivered 36% more sales from the same call volumes. Amenity up-sell improved 22%, and overall revenue per hour improved 30%.