Case Study: a chain of 5-star hotels increases quality ratings and reduces AHT with Eleveo QMS

a chain of 5-star hotels boosts quality ratings 15% and cuts AHT 25% with Eleveo

A chain of 5-star hotels was burdened by an outdated call recording system and manual quality management processes conducted on Excel sheets and paper. This made it difficult to analyze data and maintain high service quality, which was revealed to not match the standard of their hotels. To address this, they partnered with Eleveo to deploy the Eleveo Quality Management Suite.

Eleveo implemented its full QM Suite to centralize quality management, speed up evaluations, and enable regular calibrations and detailed reporting. The solution unified standards across the hotel chain's call centers and provided tools for improved coaching via screen and voice recording. As a result, the hotel chain saw external quality ratings increase by nearly 15% and reduced average handling time by 25%, from 8 minutes to 6 minutes.