Vacation Rental Call Center Outsourcing
Leverage our shared reservation call center service to maximize your reservations while reducing your cost/reservation.
Is your reservation function performing at it's peak? Do you answer your reservation calls and emails 7 days/wk, 12 hours/day? When you answer, are you at a computer ready to take the booking or are you in the middle of handling other guest services functions? Do you have an online chat service that is always monitored?
Guests are booking properties in your location all day, every day. If you're not there to respond to their chat, email or phone call you are loosing sales to someone who is.
At SkyRun's Vacation Rentals Reservation Call Center, professionally trained staff take reservations for multiple resort destinations using state of the art call center hardware/phones and software. This type of a setup would be very hard and expensive to replicate for an individual property manager, but even if you invested in that, the cost to have someone sitting there waiting for the phone to ring and being able to instantly respond 12 hours/day, 7 days/week including holidays would certainly be cost prohibitive.
A professional Call Center focused on YOUR Vacation Rentals
Our call center staff is equipped for success:
- Polycom 3-line IP phones with HD Voicetm
- Professional quality 2-speaker headsets to insure maximum voice quality with limited distractions.
- A full professional PBX system to allow transfers, queueing with position announcement and custom music on hold (or even optional streaming local radio)
- Dual Monitors. One large one for email, chats and your website and a 2nd monitor dedicated to our exclusive SkyConnect CRM system.
- SkyConnect CRM (customer relationship management) software that tracks every guest contact point, automatically dials out and 'screen pops' incoming calls so that all past and current guest information is at their fingertips.
- All in a nice working environment in the mountains of Colorado that is definitely far from a 'cubicle farm'.
The Call Process
When a caller places a call to your current phone system, you simply forward that call to a local phone number that we'll set up for you and the guest seamlessly comes into the SkyRun call center queue. Important information like you're property management company name instantly shows up on the phone's large LCD screen and we answer the phone 'Bob's Beach Rentals, this is Sheri, how may I help you?' or however you would like for us to answer the phone. The callers information also 'screen pops' onto the separate computer monitor so that we can see all past information about the guest.
- Have they stayed with us before?
- Do they have a current booking?
- Did they call yesterday?
- What properties are they considering?
- Who did they talk to before?
- Have we emailed or chatted with them?
- Were any quotes given?
...the answers to all of these questions can be reviewed by the trained rep as they speak with the guest which lets the guest know that you respect their time by 'remembering' their needs so that they don't have to re-explain them.
During the conversation, the rep trys to book the property which they enter on your reservation system just as your staff would, or answers the guest's questions. We don't just handle bookings, we handle all guest services up until the day of arrival. So if the guest wants to change their reservation, or needs another copy of their arrival instructions or needs directions or has a question about where the best sushi restaurant is and if they need reservations in advance, the SkyRun call centers handles it 7 days/wk.
The SkyRun On-boarding Process
In order to book effectively, our reps have to know your properties as well as you do. Therefore a vital part of the SkyRun on-boarding process is a 'location visit' where we send one or more of our reps and managers to your location to stay for 3 days (usually during absolute off-season). They stay in one of your properties and tour every property you have as well as spending time in the area doing what guests would do and sampling local dining options and meeting your local partners for equipment rental etc. We also meet with housekeeping and understand the details of your process.
Overkill? maybe... but we think this level of knowledge is vital to us being able to act as your representative to your guests. Prior to the location visit, we prepare by reviewing every aspect of your website on our own, and then you can show us details and answer questions when we're on-site. It's a rigorous 3 days, but mandatory for us to on-board a new client.
You have your own logon to the SkyConnect CRM system where you can review our call center stats and reservation volumes. You can also see all of the data on how we are interacting with your clients to provide us guidance for how you would like the process to go. Finally and most importantly, all data is YOURS EXCLUSIVELY. We don't have the rights to use any of the data we're collecting about your guests and you have full rights to download it or use it on our systems for your own email campaigns or analysis.
Paying for Success
With the SkyRun offering YOU CAN STILL TAKE RESERVATIONS along-side us! Within some ground rules, the phone can ring you AND us at the same time and whoever gets the call can make the reservation. You only pay us for reservations we take. We're incentivized to pick up quick and close the booking and you can cut your costs by having staff still do reservations if there isn't anything else to do during a slow period.
Our reps live and work in a family resort environment. Many have worked for the resorts and other hotels and vacation rental companies and know the resort and hospitality customer and market. They're skiiers, hikers, bikers and golfers and have all traveled extensively with their families so they can easily relate to the type of guests you have and understand their needs. Summit County Colorado is home to 5 different world-class ski resorts all within 15 mins of the central town of Frisco (where our call center is located). Living and staying in the resorts is expensive, however in the 'locals' towns of Frisco, Dillon, Silverthorne and Wildernest, there is a large pool of extremely qualified and educated hospitality professionals that live here for the lifestyle of working hard and playing hard. It's impossible to replcate that 'resort lifestyle' with a rep that hasn't travelled and can't relate to the guest. Being in Colorado provides a great mix of reasonable labor costs and talented staff that will represent your business and take care of your guests in the same way that you would yourself.
Call us at 877-SKYRUN-1 and say 'Barry'
- Do I still generate leads from my marketing and website?
Yes, our call center works on closing your leads as the phone rings and the emails come into our center. You generate the leads just as you do today from your marketing.
- What about guests or travel agents or wholesalers that book directly on my website without any 'touch' from reservations?
We only charge for reservations that we touch. So if anyone (an agent or a guest or anyone else) books on your website completely without calling the reservation call center, then that reservation isn't included in the reservations that our commission is figured on.
- What if a guest that books online calls or emails before their arrival and needs help?
Remember that we handle the process from booking through the arrival date, so there are often tasks like collecting rental payments or a rental agreement, re-sending arrival instructions or taking calls from the guest prior to arrival to answer questions. If our services are required anywhere during the reservation process to interact with the guest, then that reservation IS included in the reservations that we 'touch'.
- Isn't it confusing to the guest if they're being served by a different company in a different location?
Your phones will be answered just as they are today, thanking the guest for calling your company. The guest doesn't know that they're calling into a shared call center and we don't mention our company name ever under any circumstance. If a non-reservation call is received (an in-house guest or a property owner or guest with an issue for you), we forward the call back to you acting as your receptionist.
Where the reservations rep physically is at the moment doesn't come up often and we don't volunteer the information, but if the guest does ask, we don't pretend. We tell them we're a reservations agent working at 'Bob's Beach Rentals' guest reservation center in Frisco Colorado. The fact that we're knowledgable about and have been in your properties is self-evident, so people are satisfied that they're talking with someone equipped to help them find the perfect place for their vacation.
- Do you provide me a phone system with your Call Center Offering?
No, you continue to use your existing PBX or phone system. You just forward reservation calls to us from your system, so you continue to take non-reservations calls from guests and owners and vendors. Our in-house system for handling the call after it's passed to us IS provided as part of our offering. We use our own SkyCall VOIP phone system which is integrated into SkyConnect.
SkyRun DOES also offer the SkyCall Vacation Rental PBX System so that you could optionally choose to use SkyCall to replace your phone system.
- My past guest list is a key asset of my business. Is it safe?
Yes, our contract with you stipulates that YOU exclusively own ALL of the data that we gather while working your leads. In fact, our SkyConnect CRM system that comes with the Call Center Offering helps you collect and organize this data where it is completely downloadable into a CSV or spreadsheet file any time you like. All of our systems are password protected and encrypted and we don't ever store any credit card information.
- How do I get started?
Our standard 'on-boarding' process is 4 steps:
- We learn as much as we can about your location from your website and your competitors websites and read up on local events and attractions.
- We visit your location and stay with you for a 3 night stay (you provide the lodging we pay all other expenses) where you show us all of your properties. Depending on the size of your account, we may send multiple people on this survey trip).
- We setup the SkyConnect system to start collecting your leads. See the integration question below for more details.
- We start taking your calls and you monitor our results.
- What integration is required to my systems?
It is helpful (but not required), to load your past guest contact information and past guest stays so that we can interact with your guests knowing their history. Our on-boarding process includes loading this data from a CSV file or spreadsheet into SkyConnect. The integration from your reservation system to SkyConnect is done through a specially formatted email that your system sends to SkyConnect with the reservation information. We capture that information and can move bookings from 'Inquiry' to 'Booked' status using the information you send us. This way if we talk to a guest, but then they book online, that information is still captured and we don't follow up with the guest as if they haven't booked.
How can I make sure your interaction with my guests is up to my standards?
We welcome (even expect) secret shopping where you call us as a prospective guest and test our knowledge of your properties and your location. In fact, if you want a 'demo', call 877-SKYRUN-1 right now to pretend to inquire about a property in any of our SkyRun locations that the call center serves. Say 'reservations', then say any resort name and experience the quality of our staff.
There are two pricing options depending on if you would like to have no start-up costs or lower ongoing fees.
bookings we take
bookings we take
Penalty for cancellation prior to end of term.
Rate is guaranteed for term you sign for.
Automatic renewal with 60 day notice required
for rate change or termination.
within the first 12 months.
No charge if cancelled
after 12 months
*One-Time Startup Fee:
Includes trip to visit your location, SkyRun staff training time, phone system integration and installation of your SkyConnect CRM system.
**Ongoing charges: introductory rates currently in effect.
Ongoing fees guarenteed to not change during the length of contract. No other charges per-call or per-minute or per-email or per-anything. Ongoing charges are payable in advance for the upcoming month based on our estimated monthly charges, actual charges are then 'trued-up' on the following month.