Outsourcing vs. In-House Call Routing: Pros and Cons for Hotels

Posted In | CRM | Help Desk | Calling Solution | Restaurants, Hotels & Hospitality

When it comes to managing call routing in the hospitality industry, specifically in hotels, there are generally two options: in-house call routing or outsourcing. Both have their advantages and drawbacks which should be carefully considered before a decision is made. This article will explore the pros and cons of both in-house and outsourced call routing for hotels.

 

In-House Call Routing

In-house call routing involves managing all telephone communications and related services within the hotel premises. The hotel will need to invest in a dedicated team for handling calls and the necessary technological infrastructure:

 

1. Pros of In-House Call Routing
 

• Control: By managing call routing in-house, hotels have complete control over the entire process. They can train their staff as per their specific standards and ensure that all calls are handled in a manner that aligns with their brand.
   

• Personal Touch: In-house teams can offer a personal touch to the callers. They are typically more familiar with the hotel’s services, products, and clientele which can lead to better customer service.

 

2. Cons of In-House Call Routing
 

• Cost: Setting up an in-house call routing system can be expensive. It involves investment in infrastructure, hiring and training personnel, and ongoing maintenance costs.

• Scalability: It can be challenging to scale up or down in response to fluctuating call volumes. This can also lead to longer wait times and lower customer satisfaction during peak demand periods.

 

Outsourcing Call Routing

Outsourcing call routing involves hiring a third-party company to handle all calls. The third-party company provides the necessary infrastructure and trained personnel to manage calls:
 

1. Pros of Outsourcing Call Routing
 

• Cost-Effective: Outsourcing can be a more cost-effective option for hotels. It eliminates the need for upfront investment in infrastructure and personnel.
   

• Scalability: Outsourced call centers can quickly scale up or down based on demand, ensuring efficient handling of calls at all times.

 

2. Cons of Outsourcing Call Routing
 

• Less Control: Hotels have less control over the quality and standards of customer service provided by outsourced call centers.
   

• Lack of Personal Touch: Outsourced call center agents may lack the intimate knowledge of the hotel’s services and clientele, which can impact the quality of customer service.

 

Both in-house and outsourced call routing have their pros and cons, and the choice between the two largely depends on the specific needs and resources of the hotel. Hotels need to carefully consider factors like cost, control, scalability, and customer service quality before making a decision.