Guest Direct Unveils New Internet Support System
Guest Direct, an Internet support service provided by Customer Direct, proudly introduces CDOPS 2.0, a robust technical support system for Guest Direct customers. Offering multi-tier call center support to some of the world's finest hotels, Guest Direct is committed to getting to the root of Internet access problems as quickly and as effectively as possible.
Beta tested for the past year in select properties, CDOPS 2.0 guides agents through a consistent troubleshooting process. The CDOPS 2.0 system is customized to each individual property and steers the agent to accurately diagnose problems. Streamlining the transaction, CDOPS 2.0 helps agents solve 75% of guest problems within the first several minutes of a call.
As agents work with guests to find a solution, they are automatically recording information about the guest and the individual problem. The program captures time of day, specific troubleshooting steps, type of problem and the result of the support call. The information is then monitored by CDOPS 2.0 and used to create comprehensive reports about each property. As a result, CDOPS 2.0 allows property managers to identify call trends that may ultimately improve a property's high-speed Internet access.
Guest Direct's track record of being a guest-focused company has positioned them as one of the top customer service companies. Every technician is meticulously analyzed during the hiring process and undergoes extensive training before they answer a call. In addition, for increased accountability, every Guest Direct call is recorded and stored in the system and is available for property management to review.
Beta tested for the past year in select properties, CDOPS 2.0 guides agents through a consistent troubleshooting process. The CDOPS 2.0 system is customized to each individual property and steers the agent to accurately diagnose problems. Streamlining the transaction, CDOPS 2.0 helps agents solve 75% of guest problems within the first several minutes of a call.
As agents work with guests to find a solution, they are automatically recording information about the guest and the individual problem. The program captures time of day, specific troubleshooting steps, type of problem and the result of the support call. The information is then monitored by CDOPS 2.0 and used to create comprehensive reports about each property. As a result, CDOPS 2.0 allows property managers to identify call trends that may ultimately improve a property's high-speed Internet access.
Guest Direct's track record of being a guest-focused company has positioned them as one of the top customer service companies. Every technician is meticulously analyzed during the hiring process and undergoes extensive training before they answer a call. In addition, for increased accountability, every Guest Direct call is recorded and stored in the system and is available for property management to review.