{"id":4779,"date":"2021-07-02T15:36:20","date_gmt":"2021-07-02T15:36:20","guid":{"rendered":"https:\/\/bitsypixel.com\/clients\/bpo\/?p=4779"},"modified":"2022-05-03T20:21:47","modified_gmt":"2022-05-03T20:21:47","slug":"hospitality-contact-center-emergence-post-pandemic","status":"publish","type":"post","link":"https:\/\/bitsypixel.com\/clients\/bpo\/hospitality-contact-center-emergence-post-pandemic\/","title":{"rendered":"Hospitality Contact Center Emergence Post-Pandemic"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1\"><p>The <strong>pandemic outbreak<\/strong> caused massive devastation across multiple business sectors; one of the many worst-hit ones being the <strong>hospitality<\/strong> <strong>industry<\/strong>. The panic that ensued among flight cancellations, hotel closures, suddenly terminated reservations, and social restrictions; left consumers scrambling for answers and immediate live support, overloading <strong>hospitality Contact Centers<\/strong>. In 2021, as businesses re-open, the hospitality industry will have to revamp its <strong>Customer Support channels to<\/strong> redirect the much-lost customer base back towards its service offerings. Whether it is food places, tourism and travel destinations, lodging, or any other recreational facility; all could utilize the services of a seasoned <strong>Contact Center Customer Service <\/strong>department to expand their business.<\/p>\n<blockquote>\n<p>In November 2020, the <strong><em>American Hotel and Lodging Association (<\/em><\/strong><a href=\"https:\/\/www.ahla.com\/covid-19s-impact-hotel-industry\" target=\"_blank\" rel=\"noopener\"><strong><em>AHLA<\/em><\/strong><\/a><strong><em>) found in a survey that 71% of hotels would be closed down in the next 6 months without Federal assistance, with 77% forced to lay off additional staff.<\/em><\/strong><\/p>\n<\/blockquote>\n<p><img class=\"alignnone size-full wp-image-4791\" src=\"https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic.jpg\" alt=\"Hospitality Contact Center Emergence Post-Pandemic\" width=\"880\" height=\"450\" srcset=\"https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic-200x102.jpg 200w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic-300x153.jpg 300w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic-400x205.jpg 400w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic-600x307.jpg 600w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic-768x393.jpg 768w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic-800x409.jpg 800w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2021\/07\/hospitality-contact-center-emergence-post-pandemic.jpg 880w\" sizes=\"(max-width: 880px) 100vw, 880px\" \/><\/p>\n<p>Now imagine if these outlets had contact centers supporting them to help ease their customer&#8217;s concerns promptly; a lot more damage to business could have been prevented. Amidst Covid-19, glaring gaps in <strong>customer service methodologies<\/strong> were identified worldwide, calling for a more <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/blog\/omnichannel-vs-multichannel-contact-center-for-enhanced-cx\">omnichannel<\/a> and universal approach to <strong>Customer Experiences<\/strong>, irrespective of geography.<\/p>\n<p>As <strong>consumer behaviors<\/strong> have evolved greatly during pandemic times, so must evolve the hospitality industry\u2019s approach to acquiring customers. This evolution will come in the form of digitization, from bookings to confirmations to support, and even the physical recreational space. The question, however, is how <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/services\/customer-care\">contact center support<\/a> can help the hospitality industry reopen quickly?<\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-0{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-0 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-2{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-2\"><h2><strong>Contact Center Support for Hospitality Sector in 2021<\/strong><\/h2>\n<p>Customer Experience (<strong>CX<\/strong>) is the major <strong>differentiator in 2021<\/strong>; the same is true for running any hospitality business. As the industry adapts, more and more online options will emerge to facilitate consumers turning back towards leisure travel and recreation after vaccine releases. <strong>Mobile shopping<\/strong>, home delivery options, and <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/industries\/retail-ecommerce\/e-commerce-support-services\">E-commerce<\/a> styled interfaces will become a customer demand to expedite processes. For this, additional background support will be necessary, which can be provided by <strong>outsourced contact centers.<\/strong><\/p>\n<p>Personalization goes a long way to make your customers feel welcome, something innate to both hospitality and <strong>BPO services<\/strong>. Contact centers can help with everything from reservations, bookings, verifications, to providing Customer Support and more. Cloud contact centers can help transition operations to ease the burden in 2021 by:<\/p>\n<\/div><ul class=\"fusion-checklist fusion-checklist-1\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Providing multi-lingual and <strong>omnichannel solutions<\/strong> to service a wide audience from across the globe, on the platform of their choice (voice call, messaging, email, etc.)<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Offering digitized and <strong>contactless services<\/strong> for hospitality arrangements (reservations, ticket confirmations, order cancellations, curbside pickups, etc.) and as Customer Support<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Sending <strong>personalized marketing<\/strong> packages to recall old customers and acquire new ones through <strong>Lead Generation<\/strong><\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Handling customer queries and concerns in real-time through 24\/hr. support managed in different shifts across different time zones<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p><strong>Upselling and cross-selling<\/strong> to spread brand awareness to the existing customer base<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Providing empathic voice interactions for customers not looking for robotic communications<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Informing consumers about safety protocols regarding the outlet to ensure regulations are met<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Pre-advertising for upcoming events for pre-booking and arrangements.<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Offering personalized live video\/<strong>chat support<\/strong>, email marketing for consumers to ask for their choice of services. (like a <strong>virtual concierge<\/strong> or manager)<\/p>\n<\/div><\/li><\/ul><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-1{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-1 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-3{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-3\"><h2><strong>2021 Hospitality Industry Outlook<\/strong><\/h2>\n<p>2021 holds endless opportunities for <a href=\"https:\/\/www.ameridial.com\/5-ways-hospitality-call-centers-can-help-the-hospitality-industry-thrive-in-2021\/\" target=\"_blank\" rel=\"noopener\"><strong>contact centers<\/strong><\/a> to help the hospitality industry thrive and recover faster than anticipated. Depending on how much automation any business front is willing to bring into play; there would be a needed fusion of human voice\/video with <strong>AI <\/strong>to facilitate consumers best.<\/p>\n<blockquote>\n<p>According to a <a href=\"https:\/\/www.travelpulse.com\/gallery\/features\/how-consumers-are-thinking-about-travel-in-2021.html?image=1\" target=\"_blank\" rel=\"noopener\"><strong>Travel Pulse<\/strong><\/a> survey<strong><em>, 61% of respondents are hopeful to travel again in 2021. 83% of which will may plan domestic trips, while 44% plan on traveling internationally.<\/em><\/strong><\/p>\n<p>According to an<a href=\"https:\/\/www.hospitalitynet.org\/opinion\/4103064.html\" target=\"_blank\" rel=\"noopener\"><strong>AHLA<\/strong><\/a> report, <strong><em>the hotel industry is unlikely to recover fully till 2024.<\/em><\/strong><\/p>\n<p>Considering the numbers, any business in the hospitality industry needs to revamp and face challenges with innovative solutions to sustain itself in the future. Where physical transformation will see more eco-friendly options, sustainable travel, and flexible accommodation arrangements; the digital transformation will see the use of various technologies to match changing <strong>consumer behaviors<\/strong> (<a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/ca\/Documents\/consumer-industrial-products\/ca-future-of-hospitality-pov-aoda-en.pdf\" target=\"_blank\" rel=\"noopener\"><strong>Deloitte<\/strong><\/a><strong>).<\/strong><\/p>\n<\/blockquote>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Outsourced contact centers<\/strong> can help provide the competitive edge needed to facilitate more contactless options for customers remotely. To learn about Premier BPO\u2019s personalized, customer-centric <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/services\/customer-care\"><strong>Contact Center Services<\/strong><\/a>, and how they can help you expand your <strong>hospitality business<\/strong>, drop us a query at our <a href=\"https:\/\/bitsypixel.com\/clients\/bpo\/contact-us\/\"><strong>contact page<\/strong><\/a>.<\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-2{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-2 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-2{width:100% !important;order : 0;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-2{width:100% !important;order : 0;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-4{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":4791,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[1,287],"tags":[176,174,151,173,175],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.13 - 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