$6.8M Saved Through Hospitality Contact Center Optimization
- Hospitality
- National Hotel & Resort Chain
- 42,000+
- 150+ Properties Across North America
The Challenge:
The client’s guest services operations were spread across multiple legacy contact centers, each using different platforms and support vendors. This created high call handling costs, inconsistent guest experiences, and limited visibility into performance metrics. Duplicate software licenses, manual scheduling, and inefficient workflows further drove up expenses. With guest expectations rising, the lack of an integrated contact center strategy was costing both money and customer loyalty.
Our Solution:
Verticle deployed a Hospitality Contact Center Optimization program that modernized and centralized the client’s customer engagement strategy. We:
- Consolidated multiple contact center platforms into a single cloud-based solution.
- Introduced AI-powered call routing and self-service tools to reduce wait times.
- Streamlined agent scheduling and workforce management to cut labor inefficiencies.
- Implemented centralized reporting dashboards for better visibility into call volumes, resolution times, and guest satisfaction.
- Optimized vendor contracts and eliminated duplicate software licensing.
The Result:
- $6.8 million in annual savings across contact center operations.
- Reduced average call handling costs by 37% through automation and smarter routing.
- Improved first-call resolution rates by 28%, driving higher guest satisfaction.
- Consolidated vendor contracts, saving $2.1M in duplicate licensing and support costs.
- Increased staff productivity with unified workflows and centralized performance management.