Hotel Chain Decreases Costs and Increases Staff Flexibility with Wyse Solutions

The Challenge: Growing Call Center Capacity While Cutting Costs

The challenge for management at Hilton Reservations and Customer Care Group is to provide high-quality customer service to the growing number of travelers inquiring about reservations, as efficiently as possible. The company wanted to increase its quality of customer service while decreasing its call center costs, and realized that a work-at-home program for its call center staff could address both requirements.

The flexibility of working at home appeals to more job applicants, including many well educated and skilled people such as stay-at-home mothers and teachers on summer break. Hilton can offer these flex-time workers hours when demand is high and cut back during slow seasons, helping it to match capacity to demand for optimal efficiency and cost savings.

In addition, the going rate for a part-time work-at-home agent is approximately $6 an hour less than for a traditional full-time agent, plus the savings in employee benefits. Hilton Reservations also saw a work-at-home program as an opportunity to reduce its number of call center locations. This could result in savings on real estate, power, and other physical support costs.

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