Call Center Services FAQ
Call center service; It does not just mean "answering the phones", but also managing the reservations, information, complaints and after-sales requests from your guests and customers from a single center, in a multilingual and standard manner, through channels such as telephone + WhatsApp + web chat + OTA message + social media DM.
Especially in the hotel and tourism sector; Missed calls, late answered messages, substandard communication and incomplete reporting lead to both lost bookings and dissatisfied guests. A correctly designed call center model significantly increases booking conversion and guest satisfaction.
This FAQ page; It collects the most frequently asked questions about Call Center Services, focusing especially on multilingual support, reservation management, after-sales processes and performance tracking. It offers a practical and applicable reference for both sales and operations teams for businesses in the service sector, especially hotel & tourism.
Brief Summary (Overview)
Call Center Services FAQ; It summarizes the call center model that manages multilingual support, reservation, after-sales and performance tracking processes for hotels and brands from a single center, and offers a quick guide that aims to increase both guest satisfaction and reservation conversion.
Brief Summary
Call Center Services; It is a professional operation model for hotels and brands that want to manage reservation, information and complaint requests coming from phone, WhatsApp, web chat, OTA message and social media DM channels in a multilingual, sales-oriented and reportable manner.
Frequently Asked Sample Queries
- “What is a call center service?”
- “How to set up a call center for my hotel?”
- “What is the use of a 4-lingual call center?”
- “Does it make sense to delegate booking calls to a professional team?”
General Questions About Call Center Services
What is call center service?⌄
Call center service; It is to manage the reservation, information, request and complaint calls received through channels such as telephone, WhatsApp, web chat, OTA messages and social media DM by a professional team in a standard, multilingual and sales-oriented manner. The aim is to increase both customer/guest satisfaction and conversion rates by providing the same quality in every channel.
Who is the call center service suitable for?⌄
- •Hotel and tourism businesses (resort, city, boutique, chain, villa, etc.),
- •Service companies with high call volume,
- •Brands with a multilingual guest/customer network,
- •Businesses where phone calls and messages are critical during the reservation, appointment or sales process.
Which channels does the call center manage?⌄
- •Phone (inbound & outbound),
- •WhatsApp and other messaging channels,
- •Web chat and live support,
- •OTA message boxes (Booking, Expedia, etc.),
- •Social media DM and comments
Is a call center just a phone service?⌄
No. Modern call center structures are omni-channel oriented. Although the phone is an important channel, especially WhatsApp, web chat and social media messages are now at least as critical as the phone.
What kind of model does your call center service offer to hotels?⌄
- •Reservation and sales line,
- •Information and offer management,
- •After-sales support (change, cancellation, request/complaint),
- •Message and comment management,
- •Performance analysis and reporting
Can't I manage the process with the reception team without getting call center service?⌄
It is possible up to a certain volume; However, during the busy season, the number of missed calls increases, waiting times become longer and the sales-oriented approach weakens. A professional call center takes the burden off the reception, making the process measurable and focused.
What is the contribution of the call center to guest satisfaction?⌄
- •Reduces waiting time,
- •Provides a consistent communication tone,
- •Records and tracks complaints,
- •Gives the guest the feeling of “we care”
Where is the call center located?⌄
- •It can be designed as completely outsourced,
- •Hybrid (small team on-site + external center),
- •Within the facility, with professional management
Short and Quick Answers
What is call center service, in short?
It is a service that manages phone and message requests from your customers or guests with a professional team and standard processes.
How to set up a call center for my hotel?
Your call volume, channels used and languages to be supported are analyzed; Accordingly, shift plans, conversation scripts, integrations and reporting structure are created.
What does a 4-lingual call center do?
It increases both the conversion rate and guest satisfaction by communicating with guests from different markets in their native language or the languages they are strong at.
Does it make sense to delegate booking calls to a professional team?
For peak season and multi-market focused hotels, yes; because the professional team treats every call as a sales opportunity.
Is call center service only for hotels?
No; It is suitable for all service businesses with appointment, subscription, support or sales phone traffic.
How long does it take to set up a call center?
Although it varies depending on volume and integration needs, a pilot and then live process can generally be launched within a few weeks.
Scope of Service: Channels, Languages and Booking Flows
Which channels can the call center manage at the same time?+
- •Phone calls,
- •WhatsApp and other messaging channels,
- •Web chat and live support,
- •OTA messages,
- •Social media DM and in some cases comments
What is the difference between inbound and outbound calls?+
- •<strong>Inbound:</strong> Guest or customer calls you; It covers reservations, information, complaints and support requests.
- •<strong>Outbound:</strong> You call the guest; It is used for option tracking, offer renewal, satisfaction calls, payment tracking and cross-sell/upsell purposes.
In which languages can you provide support?+
Additional languages may be offered depending on your target markets, including
- •Turkish,
- •English,
- •German,
- •Russian
How does management of booking calls work?+
<ol>• • • • • </ol>
Clarifying guest needs (date, number of people, budget, concept),
Offering appropriate room/concept and price options,
Managing hesitations and objections,
Taking the reservation and entering it correctly into the PMS/reservation infrastructure,
Completing the approval and information processes
How are after-sales processes handled by the call center?+
- •Change and cancellation requests,
- •Special requests (room preference, allergies, additional services),
- •Complaints and dissatisfaction situations,
- •Post-stay satisfaction calls
Is message and digital channel management within the scope of call center?+
Yes. OTA messages, WhatsApp, web chat and social media DM channels; It can be managed by the call center team with the same spoken language, the same KPIs and the same reporting system.
How is information flow ensured with other departments?+
- •Coordination is achieved with the front office,
- •Reservation office,
- •Sales and marketing,
- •Guest relations
Process & Operation Questions
What do you analyze before setting up a call center?+
- •Current call and message volume,
- •Trough and peak hours,
- •Channels used,
- •Languages and market distribution,
- •Missed call and unanswered message rates,
- •Current satisfaction and complaint levels
How is the call center operation model designed?+
- •Working hours (24/7, extended hours, etc.),
- •Inbound / outbound call rate,
- •Language and market-based lines,
- •Number of hotels or brands,
- •KPI set (response rate, AHT, conversion rate, etc.)
How does script writing progress?+
- •It covers the following headings: Welcoming,
- •Needs analysis,
- •Information and offer presentation,
- •Objection handling,
- •Closing and next steps
How is the training and onboarding process carried out?+
- •Product/hotel and concept information,
- •PMS-OTA and reservation infrastructures,
- •Sales techniques and objection handling,
- •Communication tone and language training,
- •KVKK and data security
Is a hybrid model (my own team + DGTLFACE team) possible?+
Yes. For example, daytime hours can be managed by the in-hotel team, evening/night and busy campaign periods can be managed by the DGTLFACE team. It works like a single call center model with the same script, KPI and reporting structure.
What is the minimum time to try the call center service?+
For a sound evaluation, a trial period of at least 3–6 months is recommended. For a long-term and sustainable model, planning for 12 months or more gives more accurate results.
Performance, Efficiency and Core Issues
How is call center performance measured?+
KPIs such as
- •Response rate,
- •Waiting time,
- •Number of missed calls and return rate,
- •Call → offer → reservation conversion rates,
- •Guest satisfaction scores,
- •Agent-based performance reports
Does a professional call center really increase booking conversion?+
Yes. A call center that works with the right script, targeted KPIs and multilingual structure significantly increases booking conversion, especially for indecisive guests.
What do you do about missed booking calls?+
- •Missed call reports,
- •Automatic callback flows,
- •SMS / WhatsApp triggers,
- •Prioritized callback lists
How to solve long waiting times and queue problems?+
- •Waiting times are reduced by rebalancing call volume and shift schedule,
- •Optimizing IVR and routing flows,
- •Strengthening self-service channels (web chat, FAQ, etc.)
What problems do underreporting and nonstandard communication cause?+
- •It causes wrong management decisions to be made,
- •The formation of a structure dependent on people,
- •Failure to measure guest experience,
- •Failure to get to the root cause of problems
What does incorrect or disorganized note-taking lead to in the future?+
- •It may cause the same questions to be asked over and over again,
- •Incorrect or contradictory information to be given,
- •Communication problems between departments,
- •KVKK and legal uncertainties
How should the call center be handled in terms of data security and KVKK?+
Call recordings, notes and guest information; It should be designed in accordance with KVKK in terms of access, storage period and logging. Anonymization and masking methods should be applied when necessary.
Productive Search & Industry-Focused Call Center Questions
Why is the call center important for hotel and tourism businesses across Türkiye?+
In Turkey, especially in coastal and city destinations, high call and message volume occurs during peak season. Call traffic that is not managed correctly causes serious loss of income and reputation. The professional call center model makes this intensity controlled, measurable and reportable.
How should call centers be used in tourism regions such as Antalya, Belek, Kemer and Side?+
- •Due to guest profiles from different countries,
- •High number of rooms,
- •Season-based density
What does a call center provide for other businesses in the service sector?+
Call center in areas such as health, education, service subscription, maintenance and technical service; It manages appointment planning, information and guidance, complaint and demand tracking, and after-sales support processes from a single center. This creates a secure and consistent point of contact for customers.
What role does the call center play in the hotel's digital marketing strategy?+
SEO, SEM, social media and OTA investments create guest demand; The call center meets this demand at the last layer in contact with people. In a digital marketing strategy, the call center is a critical component that complements direct booking and the guest experience at the voice and message layer.
How to set up a call center model for groups with more than one hotel in different cities?+
A central call center in chain and group hotels; It can manage the reservations and information searches of all hotels with common scripts and price policies. Separate CRM areas and internal routings are defined for each hotel, providing both central standard and hotel-based flexibility.
Mini Call Center FAQ
Is the call center set up only for inbound calls?+
No. Outbound calls; It is also used for processes such as option tracking, offer renewal, satisfaction calls and resale.
Is it enough to manage the process only with WhatsApp without a call center?+
It may be possible up to a certain volume; However, it is recommended to integrate with the call center for professional process, sales focus and reporting.
Is 24/7 service necessary for the call center?+
Not always. Working hours should be planned according to target markets, season, call volume and booking behavior.
Is call center outsourcing risky?+
Risk is minimized with the right partner selection, clear SLAs and transparent reporting; Most of the time, more stable results can be obtained from the internal team.
How can I summarize call center performance in the simplest three KPIs?+
Response rate, wait time, and call-to-book conversion rate.
Do call center operations require large investments on the IT side?+
Modern cloud-based infrastructures often do not require large hardware investments; Choosing the right software and integration is sufficient.
Can a pilot call center trial be conducted?+
Yes. A pilot study can be conducted for specific lines, languages, markets or time zones.
Does the call center only manage the pre-booking process?+
No. Questions, requests and complaints during and after the accommodation process can also be managed within the scope of the call center.
How should I explain call center KPIs to my team?+
KPIs that are clear, understandable and linked to business goals should be determined; It should be supported by a bonus and reward system.
How often should this FAQ content be updated?+
When operating hours, languages, channel coverage or service model changes; It should be reviewed at least every 180 days.
Collaboration and Actionable Questions for Call Center Services
How can I get a quote for Call Center Services with DGTLFACE?+
- •Daily/monthly call and message volume,
- •Channels used (phone, WhatsApp, OTA, web chat, etc.),
- •Target market and languages,
- •Current problems (missed call, late response, lack of reporting, etc.)
What does the call “consult with an expert” mean on the call center side?+
This meeting; Instead of just talking about price, it means determining the most suitable call center model (in-house, outsourced, hybrid, multilingual, etc.) based on your current situation, goals and market structure.
Which pages should I review after the Call Center Services FAQ?+
- •Call Center Services
- •4-lingual call center
- •Reservation support
- •Message management
- •After-sales support
- •Performance analysis
- •Hotel digital marketing
- •General FAQ