Case Studies
Travelodge

Transactional inbound contact centre for sales and enquiry calls
The challenge

Inbound sales line project with the overall objective to increase sales performance in line with Travelodge strategy to operate 70,000 rooms in over 1,000 hotels by 2020.
To proactively cross-sell alternate hotel bookings when the original requested hotel is fully booked.
Proactively up-sell additional extras including breakfast, early check-in and late check-out options and WiFi.
Selling special rates for British Airways, easyJet, Thompson Airline and Norwegian Airlines personnel.

Our Solution

Team of up to 100 dedicated English, Spanish, French, Italian and German native telesales agents, providing telephony support for enquiry and sales calls from the UK, Ireland and Spain, with growing markets in France, Germany and Italy
Extended working hours, Monday to Sunday from 9am to 23.30pm CET
Dedicated management team of 11, including 6 team leaders coaching and developing agents to achieve challenging sales targets through sales skills, product knowledge and competitive incentives
Providing insight into trends and call mix, forecasting inter and intraday call arrival patterns to provide the best coverage and staffing solution, while minimising costs.

Results

Handle an average of 28,000 calls per week
90% service level/ 10% abandon rate
33% conversion rate
45% conversion of extras

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