We recommend the following practices be completed by your agents to ensure their success using The Reservation Sales Suite system.
Review Unread Email Replies
This indicator shows you any replies waiting for email leads that are assigned to you. Select the link to view your email replies in The Reservation Sales Suite. We recommend responding to emails within 2 hours.
RezForce Follow up Leads
This indicator shows you all RezForce leads with a lead status of Follow up for the last 7 days. We recommend checking your RezForce leads as quickly as possible.
Review My In-Process and My Follow up Leads
These indicators show you in-process and follow up leads that have been assigned to you in the last 7 days. Throughout the day you will want to follow up with your leads for 2nd Chance Bookings. To make an outbound phone call for follow-up, select View/Edit Lead, then click the phone icon located next to the phone numbers in the lead form. To send an email, select Send Email, which is an icon located on the bottom right of the lead or select the Email Address hyperlink in the lead form.
Illustrated below is the Revinate Call Flow Chart which illustrates when corresponding with a guest or potential guest, when and when not to use the Lead Form.
Review Voicemails and Create Leads for Lead Calls
Throughout the day review voicemails to identify lead calls for follow-up. There are a few different ways agents will be able to do this. To listen to voicemails, select the voicemail indicator in the Action Center. This link takes you to Inbound Call Tracking and will automatically filter unhandled voicemails. After you have listened to the call, check M/R checkbox for “message reviewed”.
A second option is In the Agent portal. Agents will be delivered voicemail messages like they are inbound calls. If your agent determines that a lead should be created for the voicemail, they will need to go back into Reservation Sales and try one of the following options: Hover over the Leads tab and select Create New Agent Lead or access Inbound Call Tracking, find the voicemail and select the green circle with the plus mark to create a new lead for the voice mail. Once the lead is created and saved, the agent will be able to call the guest back to follow up with them.
Review Call Compliance Report
From Agent click the Custom Workspaces icon on the left panel > select Reservation Sales > select Call Compliance. The Call Compliance Report shows you, by agent, lead calls that are not compliant. Complete the needed actions to fix compliance as necessary.
Review Booked Lead Compliance Report
From Agent you will need to go back to your Reservation Sales tab that you opened to log into Agent or you will need to launch a new tab in your web browser and log into Reservation Sales. Once you are there, over on Leads > Compliance Reports > Select Booked Lead Compliance to review your booked leads that are not compliant. The Booked Lead Compliance Report shows you, by agent, all leads including inbound calls, outbound calls, email leads, web chat leads, and agent leads that are not compliant. Complete the needed actions to fix compliance as necessary.
Identify Calls and Set UP Coaching Appointment (Weekly)
From Reservation Sales select Inbound Tracking to take an objective look at your own phone calls and identify “good” and “opportunity” calls. You can record the date and time for your calls, or you can save the call and send it to your manager. Full time agents will want to set up two coaching sessions per month with your manager.