Shijiazhuang Guoda Group has 3 chain hotel brands—Eaka 365, Gogo inn, and Tony inn, and the hotel number of these 3 brands is estimated to reach 200 in 3 years. To better serve the guests, the group decided to employ astercc call center system.
The 400 call center requires 24-hour service, high quality of voice and fax. Therefore, sangoma E1 card with echo cancel has been chosen for the hardware side.
After a month’s system customization and test, the system was put online on December, 6, 2012.
The system realized the following functions,
- IVR and point inquiries via IVR
- Inbound popups
- When customers call 400 numbers and choose human service, a page contains customer information (integrated with reservation system), and rechargeable card information would pops up.
- When the customer has the intention to book a room, the agent can directly switch to the reservation system and finish the booking.
- Customer Callback
- Missed calls callback
- When customers choose human service and eventually give up wait because the agent is busy handling other things, agents can call back or create a ticket via the missed call list in the system.
- Knowledge base
- Integrated SMS
- Integrated FAX