Hotel and Cruise Industries Lose Significant Volume of Customers Due to Poor Call Handling
Marchex today released a series of reports that measure the call-handling performance of hotel and cruise brands. By analyzing 5.8 million calls to 13 hotel brands and 84,000 calls to four cruise lines, the Marchex Institute identified key call handling challenges the industries are facing, resulting in lost sales opportunities and negative customer experiences.
A set of key performance indicators were evaluated for each brand, including unanswered calls, calls abandoned by customers due to interactive voice response (IVR) or reaching a voicemail, calls abandoned due to being put on hold, and calls abandoned when being transferred to an agent.
One key finding included: Cruise lines experience a higher rate of failed calls with 24 percent of inbound calls going unanswered or abandoned by customers. Hotel brands had a 14 percent failed call rates.