FRHI Hotels & Resorts is a leading luxury hotel management company operating more than 105 hotels globally under Fairmont, Raffles, and Swissôtel brands. The company’s portfolio of luxury and upscale hotels includes Raffles Singapore, Swissôtel, The Bosphorus, The Fairmont San Francisco, The Plaza Hotel in New York City, and London’s The Savoy. FRHI is growing its distinctive hotel brands by developing new hotels in key locations in China, Russia, India, Turkey and Saudi Arabia.
Denis Collette, Global Reservation Centre Systems Manager
As one of Canada’s Top 100 Employers, FRHI has a 24/7 Global Reservation Centre in Moncton, New Brunswick, Canada where some 200 Reservation Sales Agents handle guest calls and quality monitoring teams ensure global industry standards are met. As business volume increased and guests’ needs became more sophisticated hotel management realized their legacy call recording system, with limited capabilities, needed to be upgraded. Knowing the importance of ensuring that global standards are met for the luxury travel set, FRHI committed to reviewing their practices and systems with a goal of recording 100% of calls. This strategy enables the reservations team to meet and consistently exceed guest expectations.
FRHI Global Reservation Centre Systems Manager, Denis Collette, reviewed options and determined it would be prohibitive to upgrade the existing system and that new technology should be adopted to be abreast with global standards.
After implementing Engage Record, the FRHI Global Reservation Centre is now able to record 100% of agent calls, regardless of how many simultaneous conversations occur. The recording solution provides encryption, search, playback, and live monitoring of calls. With an intuitive, Web browser-based user interface, agent adoption has been excellent. “The system is so easy to learn that everyone wants to use it,” explains Collette.
Benefits that FRHI realized are plentiful. Agent evaluation and coaching is enhanced with Engage Quality, which provides timely feedback for agents and supervisors to optimize performance and enhance customer experience. Engage Capture, integrated with Engage Record, provides visibility into agents’ work-screen activity. Synchronized with the voice recording, the video recording conveys the entire customer interaction.
The Global Reservation Centre continues to explore the solution’s capabilities to derive greater benefit and plan to integrate Engage Desktop Analytics with the reservation system to associate confirmation numbers with call recordings, providing a complete view of customer transactions.
The FRHI Global Reservation Centre will be upgrading their voice communications platform from Avaya CS1000 to Avaya Aura™ which enables implementing multi-channel contact centre features. Because Engage WFO operates simultaneously across multiple platforms, FRHI will transition seamlessly from the current platform to the new environment.