The Movement of Travel Services Online Case Study

The Movement of Travel Services Online - Case Study Example of large call volumes and increase the number of varied types of calls throughout several sites which enhances the recording of customer interaction and eventually leads to general consistency in experience of customers, improved productivity of supervisors, increase in reservation sales and improvement of the quality of services offered. Another future strategic role that the call centers can perform is to improve the access of information. The overload of information makes it hard for customers to understand about the services and products offered in the various hotels. In that case, call centers will help to improve the marketing of the services and get to pass the right information to the hotel customers (Enz, 2010). It will then be easy to get and retain customers for a very long time especially in the competitive market. It is however recommended that hotels chains do some improvements on the positioning of the call centers. The call centers should be in strategic positions where customers can easily contact and be served efficiently. This will then increase customer satisfaction. Hotel call centers should be positioned where there is internet access. This will make the receipt and dissemination of information very effective and very reliable on the part of the customers. 2. According to (Enz, 2010), the shifting of hotel bookings from the initial use of agents to the use their own websites has proved to be more efficient and the initiative worked very well. Online booking from hotel websites increased the growth of transactions was modest due to the adoption of direct online transactions done by suppliers in hotels. The optimization of search engines and building of keywords made the online transactions very effective. The level of activities such as reservations cancellations and loyal guest were well catered for through online services. This was then a very wise move for hotels because it has increased the efficiency and effectiveness of