Voice Reservation Services

Excellent Call Conversion

Karyon’s Private Label Voice Center Services provides individual hotels, hotel management companies and ownership groups with consistent, high levels of service and excellent call conversion rates. Your property receives the benefit of our qualified, highly trained Customer Service Experts (“CSE”), without having additional salaried employees on your payroll.

Our CSE’s are highly trained, supervised, evaluated and participate in an incentive program in order to promote the highest level of customer service. The intuitive Karyon CRS allows the CSE to provide callers with expert, accurate, and up-to-date information by giving them the tools to convert calls into reservations. Additionally, each call is answered and spoken in the first person with accurate and valuable information on your hotels, which means the caller does not realize they are speaking to an off-site representative. Karyon has selected Topaz Hotel Services to provide Private Label Voice Reservation Services. Topaz has been providing voice reservations services to the hotel industry since 1986. With offices in Oakland California, the Karyon Reservation Call Center (“RCC”) operates 24 hours a day, 365 days a year.

Private Label Voice Reservation Features:

• True private label reservation services, members can select the destinations at which they wish to offer private label voice service.
• Toll-free lines available in multiple languages. Callers are addressed in their own language, where possible.
• Sophisticated ACD system allowing consistent call distribution.
• Agents transform your reservation service into a worldwide virtual concierge.
• Professional, courteous, and personalized service is guaranteed.
• Professional staff, trained per your specific hotel requirements and philosophy.

Inbound Voice Services: Handling of incoming calls on behalf of the company through private label toll-free lines and in multiple languages including:

• Full Service answering response
• After hours answering response
• Overflow answering response

Outbound Voice Services: In addition to hotel room reservations, full service voice center reservation services includes reservations processing for additional hotel service elements such as spa and recreational facilities as well as restaurant reservations and other dynamic package components. When they are offered together with the hotel room in a package such as “Bed and Breakfast”, or “Spa Renewal” and the package price is all-inclusive. Dynamic packaging, wherein a CSE builds a package during the reservation using independent package elements and pricing, and additional reservation services such as air and car rental and other travel agent type services can also be performed by Karyon.

Call Center Reporting: The web-based reporting tool provides the hotel with the communication center figures. These reports contain most notably: inbound calls, talk time, speed of answer and reservation volumes.

Brochure Mailing and Fulfillment: Storage and mailing of hotel brochures, directories and other marketing material upon request. Also includes the sending of reservation confirmation to guest or travel agent via post, fax, or e-mail.

Internet Help Desk: This premium private label service provides visitors to your website with booking support via the phone 24 hours a day, 365 days a year.

Standard Service Levels

• Typically, 80% of the incoming calls are answered within 20 seconds.
• Excellent performance call conversion guaranteed.
• Personalizing each call using the callers name at least three times in each call;
• Effective listening to determine the callers needs;
• Feature and benefit oriented sales techniques;
• Overcoming sales objections;
• Offering alternative dates and/or locations when possible;
• Proper telephone etiquette using appropriate hold and transfer techniques;
• Outstanding member service; and,
• Creative problem solving

In-depth and high quality agent training including reservation system, telephone sales skills, market profile and Hotel Chain unique products. Regular call monitoring and "Mystery Calls" to do quality checks.

All member service activities including brochures and confirmation sending are executed within 24 hours.

Our quality control system for hiring staff, coaching and continual updating of information is among the best in call centers worldwide. This includes an intensive skills-based hiring process, a minimum of 5 spontaneous internally monitored calls, taped and reviewed per specialist per week, and a "Call Quality Compensation" program offering incentive to the specialist to increase their compensation contingent on their performance. An independent quality assessment company continuously reviews our call center through anonymous "Mystery Calls" with our Reservation Sales Center Specialists consistently maintaining a superior performance level.