Secret shopped call report
We secret-shopped 300+ calls. Here’s what we found.
Have you wasted thousands of dollars making the phone ring? Your property invests heavily to make the phone ring. But what happens once a high-intent traveler actually calls your phone lines?
We shopped luxury and upscale hotels throughout North America, placing over 300 calls. In this report, you’ll find the astonishing results of those calls, answering questions like:
- What is the success rate for capturing email addresses and phone numbers for a non-booked call before the guest hangs up?
- Are agents acting as order-takers, or are they selling the experience and explicitly asking for a booking?
- What are the most common causes for dropped calls and the worst call behaviors?
Marketing is paying a premium to make the phone ring. If an agent hangs up without collecting a name, phone number, and email address, they haven’t just missed a booking — they’ve blinded the marketing engine and eliminated any opportunity to recover that guest. At that point, an answering machine would have delivered nearly the same value. A human agent’s job is not only to answer the call, but to make sure every caller becomes a marketable lead.
Matt Juarez, VP – Customer excellence & Delivery, Revinate