Customers: Delta Hotels

Delta Hotels has improved customer service and sales, increased agent productivity and decreased employee turnover since implementing the Envision Performance Suite™.

With a diversified portfolio of more than 40 city centre and airport hotels and resorts, Delta Hotels is the leading first-class hotel management company in Canada. Widely regarded as Canada’s brand of choice by guests and owners, Delta Hotels has also distinguished itself as an exemplary employer. Delta Hotels is the only hotel company to be recognized by the prestigious National Quality Institute with three Canada Awards for Excellence, including their highest honour, the Order of Excellence (2007). It has also been voted one of “The 50 Best Employers in Canada” by The Globe and Mail’s respected magazine, Report on Business (2001-2003, 2005-2007). For more information, visit www.deltahotels.com.

Delta is owned by Fairmont Raffles Hotels International, a leading global hotel company with over 120 hotels in 25 countries worldwide under the Raffles, Fairmont, Swissôtel and Delta brands. The company also owns Fairmont Heritage Place and Fairmont Residences, which offer luxury vacation ownership and residential properties.

Delta Hotels Global Reservation Services (GRS) is responsible for providing its customers with the information they need to make reservations via Web, voice and Travel Agent Network, as well as database management and marketing support services for Delta Hotels. GRS operates 24 hours a day, 365 days a year with a team of 140 Reservation Sales Agents providing a variety of high quality services to their guests. GRS agents also provide database management and marketing support services for Delta Hotels.

Automated Solution Improves Agent Effectiveness

Before implementing Envision’s solution in 2004, GRS used a voice-only automated monitoring system that was out-of-date and evaluated their agents using Excel spreadsheets, which was time-consuming and inefficient. Selecting the Envision Performance Suite allowed managers to evaluate, develop and coach customer service representatives using a unified system where calls could be retrieved and evaluated quickly and easily. Now, Delta Hotels has an efficient and effective system for rewarding top-performing CSRs and coaching those who need improvement.

Since implementing Click2Coach®, Delta GRS has increased call conversion rates by four percent, representing millions of dollars in revenue for the company

Envision Performance Suite Increases Call Conversion Fueling Revenue Growth

With Envision’s solution, GRS delivers eLearning clips with annotations directly to CSR desktops to address specific skill gaps. CSRs are now able to understand what’s required to improve their performance and take action to enrich CSR-customer interactions immediately. Within the system, GRS agents have the opportunity to evaluate their performance, improving communication between CSRs and their supervisors. CSRs can also listen to evaluated calls when it’s convenient, increasing their availability to take customer calls during peak times.

Click2Coach has positively impacted sales by allowing Delta Hotels to identify missed sales opportunities, coach “soft skills” and enhance call evaluation forms to better focus on their key priorities, which include accuracy, customer service, sales and driving quality improvements across the center.

Unified Solution Delivers Consolidated “Best Practices”

Delta Hotels has one team leader for every 15-20 agents. All team leaders started as agents and were selected for their leadership and teamwork skills. Envision Quality Monitoring tips and Envision eLearning clips allow team leaders to share their best practices to develop successful agents. “Click2Coach leverages the power of coaching to a significant extent,” said Perry Kendall, general manager, Delta Hotels Global Reservation Services. “Envision’s eLearning clips are a vital practice here at GRS, and utilizing these clips has created an accelerated agent growth process that positively impacts the bottom line.”

New Hires Become Productive Quickly

Training is at the heart of GRS success in satisfying its customers, increasing sales and agent effectiveness. GRS has implemented a training strategy and program for its employees to consistently move its business forward. New hires can easily listen to a library of “best practice” calls to gain better insight into customer service expectations and identify missed opportunities in recorded calls that need to be improved. “Click2Coach is the ultimate tool for training our CSRs,” said Kendall. “This seamless solution delivers effective training packages directly to CSR desktops to address skill or knowledge gaps rapidly, to increase customer conversion rates critical to our sales success.”

“ With Envision’s screen capture capabilities, we have greater visibility into how our CSRs are processing customer reservations. Better insight allows us to improve the efficiency and effectiveness of these processes via training and individual coaching to increase time spent on customer calls, which has a direct impact on sales.” — Perry Kendall General Manager Delta Hotels Global Reservation Services

"Since implementing Click2Coach®, Delta GRS has increased call conversion rates by four percent, representing millions of dollars in revenue for the company."