has expanded its Voice Services offering with an additional call center in the United States to provide expert booking and revenue generation support via four global call centers. Capturing reservations in 11 languages and serving more than 30 countries, Pegasus Voice Services’ flexibility enabled one major hotel chain to answer more calls at an increased conversion, resulting in an additional $11.6 million in hotel revenue.
Pegasus Voice Services enables hotels to maintain a global call center presence without expensive overhead costs, managing voice reservations for a hotel or hotel group so staff can focus on serving customers. Often credited as the second most important revenue generation channel, behind online, voice reservations can drive as much as a quarter of a hotel’s bookings.
Pegasus Voice Services provides flexible options that can be tailored to fit a hotel’s specific business needs with call-gating support during peak under-staff hours or full-time call answering. The highly-trained sales staff has both sales and hotel experience, and undergoes regular coaching, training and test calls. Seamless call routing allows staff to quickly answer calls in the travel agent or guest’s own language, reducing potential frustration in booking.
Maintaining a call center is an expensive option for hotel brands. Pegasus Voice Services infrastructure and technology enable hotels to replace the fixed overhead costs associated with in-house staffing, technology and management of reservation call services with a competitive per-minute fee when services are needed. The call centers in the U.S., Madrid, Singapore and Sao Paulo provide support in English, Spanish, French, German, Dutch, Italian, Portuguese, Cantonese, Korean, Mandarin and Japanese, ensuring coverage of important global outbound travel markets.