InnLink, serving more than 1,000 independent and chain hotels, began Signature�s Call Center Edge program in September. Customized for InnLink, the program includes class room training, coaching and mystery shopping. 

With the call center employees embracing a focus on superior service for hotel guests, InnLink has already seen an increase in conversion rate, resulting in improved customer satisfaction and improved revenue for its customers. 

�Voice reservations continue to be very important to our customers and we have decided to invest in a world-class call center operation. We�ve been pleased with our agents� ability to implement the Signature philosophy and are particularly proud we have seen perfect mystery shop calls achieved by so many of our agents,� stated Per Wendin, CEO. �Our conversion rates were already high by industry standards and yet we have still seen significant improvements. Conversion rate increases prove that this training is not only valuable for InnLink, but for our customers as well.�

�The perfect shops were achieved by agents on different customer brands, giving us a good look across the organization,� said Melinda Bailey, Call Center Manager.  �The recorded calls are also valuable training tools to share with our agents as part of our ongoing measurement and improvement of our call center operations.�

About InnLink, LLC: 

Founded in 1991, InnLink specializes in the processing of reservations for hotels and hotel companies using vLINK: comprehensive private-label voice reservations; eLINK: GDS, Internet and Channel Distribution; iLINK: a private label Booking Engine, ONtarget Revenue Consulting: Revenue Management services and RESmatrix: Customer Tools for Data, Rate and Inventory Management. InnLink maximizes channel-managed, reservation revenue streams for over 1000 hotels, resorts, inns, condominiums and extended-stay properties. 

To learn more about InnLink�s products and services visit www.innlink.com  or contact Pam Walrond, Director of Marketing at 615-264-8087 or [email protected].

About Signature:

Signature Worldwide is the leading provider of training and business solutions to service-based organizations, creating tailored employee training and marketing programs that directly impact the bottom line. Established in 1986 and headquartered in Columbus, Ohio, Signature operates throughout North America and has licensees in four other continents; Africa, Asia, Europe and South America. For more information on how Signature's proven employee training programs lead to customer delight, please visit www.signatureworldwide.com/pr