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
- Customers are able to choose service types, self-service inquiry, human service or voice mail according to IVR menu.
- Customers can inquire their reward points through IVR (integrated with 啊3rd party reservation system).
- 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
- Each hotel picks guests randomly and the agents call them back for feedbacks, using astercc telephone inquiring system.
- 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.
- Ticket
- Admin creates three tickets flow: consultation, complain, customer care, system pre-defined the ticket flow, it would stay in ticket queue waiting assignment automatically or manually.
- Knowledge base
- We added permission assignment to the knowledge base, and new knowledge submitted by agents can be published after being approved by team leaders.
- Integrated SMS
- The system is integrated to a 3rd party SMS system, so agents can simple click the preset SMS template (like hotel address etc) to customers.
- Integrated FAX
- The system has fax interface, and can fax the PDF reservation order generated by the reservation system to the hotel.
