Choice Hotels has increased revenue, call center productivity, and agent performance

Choice Hotels International is a hospitality franchisor based in Rockville, Maryland. As one of the largest hotel chains in the world, Choice has 12 distinct brands and more than 7,000 locations worldwide, ranging from economy to luxury boutique hotels.

Global call center operations are managed by the Sr. Director of Customer Care, who runs a team focused on customer experience (CX), continuous improvement, BPO, workforce management & planning, and vendor management. The customer care team has effectively leveraged the Medallia platform to drive continuous improvement in the customer experience by improving the performance of its outsourced call center agents. Previously, the team relied on a legacy QA process, that consumed inordinate amounts of time and effort to manually listen to and analyze a random sampling of calls every day, a process which was inefficient and failed to identify key points of customer friction, resulting in customer satisfaction issues and lost sales.

With the help of Medallia’s contact center suite, Choice Hotels has increased revenue, call center productivity, and agent performance.