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OUR WORK

HOTELS.COM

Interactions between supervisors and the agents were more engaging, positive, and focused on skill development.

The client.

We love vacations, but we aren’t big fans of planning them. So when we had the opportunity to partner with the vacation planning experts at Hotels.com, we couldn’t wait to pack our bags and get out there!

The Solution

We helped the knowledgeable planning experts at Hotels.com make the shift from sales agents to trusted travel advisors, through a conversation framework. To ensure every travel advisor had a five-star coaching experience, the program became the foundation for a revised new hire training program and Train the Trainer program for their internal training team.

The Scoreboard

Interactions between supervisors and the agents were more engaging, positive and focused on skill development. As a result, travel advisors quickly gained momentum as they used their new and strengthened conversation skills to find the right property to fit their customers’ travel needs.

  • Increase in conversion rate by 39.7%
  • A significant increase in employee satisfaction
  • Decreases in attrition and absenteeism