Case Study: Four Seasons increases call conversion rates with Hutchinson Consulting

Four Seasons boosts call conversions from 19% to 45% with Hutchinson Consulting

The exclusive Four Seasons Resort in Hawaii faced a low call conversion rate of 19% after a major renovation and the hiring of new sales agents. Hutchinson Consulting was engaged to evaluate the staff and improve the call center sales process to increase revenue.

Hutchinson Consulting implemented a new sales process that included agent personality testing, a new call script, and an incentive program. After onsite training, the call conversion rate increased to an average of 39% within two months and was sustained at a new average of 45% for over a year, significantly boosting revenue for the resort.

Four Seasons