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February 05, 2009

Delaware Hospitality Group Bolsters Contact Center with Echopass

By Nathesh, TMCnet Contributor

Delaware North Companies Parks and Resorts reportedly has improved the services at its contact center by opting for the Echopass hosted Contact Center On-Demand solutions.

DNCPR is a subsidiary of Delaware North Companies, a hospitality provider with experience in hotel, retail, food service, recreation and transportation operations. Echopass Corporation provides hosted contact center services to the enterprise market, delivered through its EchoSystem Service Integration Platform.
Echopass said its Contact Center On-Demand service provides a complete multi-channel contact center as a subscription-based service. It delivers all of the sophisticated inbound and outbound voice processing and online communications features of both Call Center On Demand plus eServices On Demand.
Delaware North officials say that Echopass also charted out an after-call survey and feedback process especially for them through which they were able to improve the morale of their staff and service.
The survey is conducted through IVR, and the caller can opt to involve in it and provide his/her feedback about the quality of service received and also about the agent’s friendliness and competency. After the survey, the results are displayed via a pop-up screen to the center agent who spoke with the customer, creating a positive feedback loop that improves motivation and service.
“We moved to Echopass because we needed a contact center solution that aligns with our GuestPath philosophy, which is all about creating special experiences one guest at a time,” said Sandra Levesque, director of reservations at DNCPR. “To do that, we have to empower our associates with the knowledge, skills, and tools they need to deliver first-rate customer service. We’ve set the bar quite high, and Echopass is really the only contact center solution that meets our exacting standards.”
Echopass officials say that DNCPR’s customer-focused approach is a good example for others to improve themselves during this economic downturn. The company showcases the importance that customer service can play in establishing and maintaining a competitive advantage. They always evaluate their services including the technologies by keeping the focus on the customer.
DNCPR’s contact center serves the company’s portfolio of owned and managed properties. To handle the fluctuating call load for a wide range of properties while maintaining its rigorous GuestPath standard of customer service, DNCPR moved from its premise-based contact center to Echopass.
Officials say with Echopass solution they were able to create a dynamic call center where traffic, resources and outcomes were acting in harmony and could create an environment which is easy to manage and work.

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Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.

Edited by Michael Dinan

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