Highly skilled, dedicated agents lower call abandon rates, maximize voice revenue for the leading economy brand
CHICAGO (January 8, 2020) –Cloud5 Communications Contact Center has been engaged by G6 Hospitality LLC to help deliver on the Motel 6 brand promise to “leave the light on” for millions of hotel voice reservations callers to its contact center 24 hours a day, 365 days a year. A leading hotel communications technology and call center services provider, Cloud5 has increased revenue for the iconic Motel 6 and Studio 6 hotel brands through higher call conversion rates and reduced abandoned calls after a record-setting implementation time for hundreds of properties.
Since taking on G6 central reservations, Cloud5 has reduced abandoned call rates by 46% compared to the previous year—all while improving service levels and delivering industry-leading call conversion rates. Within seven days of commencing work, Cloud5 had selected and trained agents to take and convert voice reservations calls for Motel 6 and Studio 6 property locations. The operation was fully staffed in less than 60 days.
“Our top priority is ensuring the highest quality guest satisfaction and we believe that through our partnership with Cloud5 we have been able to enhance our guest experience,” said Jessie Burgess, Chief Information Officer of G6 Hospitality. “We have been extremely pleased by Cloud5’s seamless integration and ability to handle reservations in an expert manner which has resulted in greater booking revenue through higher caller satisfaction and lower abandoned call rates.”
Cloud5 provides around-the-clock call handling, including evening and weekend support for the loyal G6 customer base. The Cloud5 Contact Centers that service G6 have a deep talent pool with dedicated North America-based agents trained in the G6 reservations system, G6 brand, and culture, handling an average of 8,500+ calls per day. Cloud5 agents deliver top-rated guest loyalty plus conversion rates up to 10 points higher than competing hotel call centers, driving millions in incremental revenue.
“The collaboration between G6 and Cloud5 is an example of how guests benefit when hospitality companies know their guests and deliver what they want. Both companies are focused on delivering the complete lodging experience that is required in this specialized niche market – that’s fast, friendly service and an affordable, welcoming place to stay,” says Mark Holzberg, President & CEO, Cloud5 Communications. “G6 has a tremendous relationship with their guests and we are honored to have been selected to be an extension of their brand.”
Using the game-changing artificial intelligence (AI) platform from Afiniti, G6 Hospitality and Cloud5 can match each caller with the best available agent that transform how they engage with each other, ultimately improving the customer experience. The AI-based technology measurably increases call conversion and total booking value.
Cloud5 Contact Center services include Voice Reservations, Overflow, and After-Hours Calls, Sales Optimization, Loyalty Desk, 24×7 Customer Care, Multilingual Support, and AI-based Agent Pairing Technology.