In recent months, a growing number of hoteliers have reported disturbing patterns of late-night calls from Agoda’s customer service team. These calls, often occurring around 2 AM in the hoteliers’ respective time zones, have left hotel owners and managers frustrated and alarmed. With some hoteliers claiming the calls were marked as “scam” by their caller ID apps, there’s increasing concern about the professionalism and training of Agoda’s call center staff.
Midnight Calls: A Persistent Issue
Multiple hotel owners have reached out to express their discontent over the timing of these calls. The calls are typically labeled as missed, and despite attempts to return the call, the matter often remains unresolved. One hotelier even shared that these calls are frequently being flagged as scam attempts on Truecaller, a popular caller ID app, due to their late-night timing and frequency.
The issue appears to be more than just an occasional error. Several hoteliers have noted that these calls are happening consistently at odd hours, leaving them unable to take action or respond in a timely manner. This has sparked frustration, especially considering the importance of a hotelier’s time and the disruption caused by calls that could have been made during normal working hours.
Missed Calls and Unanswered Questions
Agoda’s call center representatives have reportedly justified the calls by stating that the calls were “missed,” but this explanation has done little to reassure the hotel community. Hoteliers are left wondering if these calls are truly necessary or if there are more efficient ways to communicate that don’t disrupt their operations. Moreover, the repeated nature of the calls is causing unnecessary stress for hotel staff who are already dealing with the day-to-day demands of running a business.
Potential Impact on Agoda’s Reputation
The combination of poorly timed calls and the negative perception caused by scam flags is raising questions about Agoda’s customer service strategy. When an international booking platform like Agoda has representatives calling at inconvenient hours, it can damage the trust between the platform and the businesses it serves. In today’s interconnected world, reputation management is crucial, and repeated incidents like this could tarnish Agoda’s standing with its partners.
Are Agoda’s Call Centre Agents Properly Trained?
The core issue appears to stem from a lack of clear communication and poor call center training. While some hoteliers have voiced concern over the timing of calls, others are questioning whether the call center agents have received sufficient training to handle sensitive matters in a professional and efficient manner. Proper training not only involves knowing how to handle queries but also respecting the local time zones of those being contacted.
A Call for Improvement
To maintain the trust of its hotel partners, Agoda needs to address these concerns and work on enhancing its customer service practices. This could involve better understanding of time zone differences, re-evaluating the necessity of after-hours calls, and ensuring that agents are equipped with the right tools to avoid being flagged as a potential scam.
In conclusion, while Agoda is undoubtedly one of the biggest names in online travel booking, these ongoing issues with their call center could impact their reputation if left unaddressed. Hoteliers deserve the respect of timely and efficient communication, and it’s crucial that Agoda invests in providing a service that reflects the professionalism expected of a global leader in the hospitality industry.
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