Case Study: Delta Hotels improves agent performance with Envision Click2Coach

Widely regarded as Canada’s brand of choice by guests and owners, Delta also distinguishes itself as an exemplary employer

Delta Hotels, a leading Canadian hotel management company, needed a better way to coach its 130-person Global Reservation Services team and improve the guest experience before callers ever reached the property. Its supervisors could listen to calls but couldn’t see agents’ screens, making it difficult to verify navigation, rate quoting, and messaging. Delta chose Envision Click2Coach to address these coaching and quality gaps.

With Envision Click2Coach, Delta Hotels enabled team leaders to listen, view screen activity, send call snippets directly to agents, and build a best-practices library for training. The results were strong: new agent training time dropped from 10 days to 7, quality scores improved by 20%, productivity rose by 9%, call conversion increased by 10%, and first-month attrition fell by 40%.

Delta Hotels

Perry Kendall

Director