To ensure your success with the Reservation Sales Suite system we recommend following this daily, weekly, and monthly outline:
Daily
- Review Voicemails to ensure they have been reviewed and responded to by agents.
- Review new RezForce leads to ensure agent follow-up is prompt and assign as needed.
- Review new Listing Inquiry or Contact Us leads to ensure follow-up is being done and assign as needed.
- Review leads for Auto-Complete, In-Process past check-in date and consistent follow-up by agents. Reassign as needed.
- Review the Call Results Exception Report and Listen to calls that meet the criteria of NEW caller with another call result, where a lead should have been created.
- Score calls
- Review the Call Compliance Report
- Post Scoreboard: Conversion, Revenue and Compliance
Weekly
- Review the Key Performance Indicator (KPI) Report and evaluate progress towards monthly goals. Distribute to Team in Weekly Summary in advance of Revenue/Management Meeting.
- Weekly Coaching Sessions (twice per month for each agent)
- Determine team coaching opportunities using KPI scoring criteria
- Review the Booked Lead Compliance report
- Review the Agent Productivity report
- Review the Call Volume Analysis report
Monthly
- Review KPI results for the month
- Set KPI goals for next month
- Review Non-Booking Report
- Review Executive Summaries
- Review Agent Goals and Payout Agent Incentives
- Review and Update RezForce RezGuide as needed (if applicable)