Case Study: Choice Hotels increases revenue and call center performance with Medallia Agent Connect

Choice Hotels International boosts revenue with Medallia Agent Connect and 1 million+ feedback pieces

Choice Hotels International, one of the world's largest hotel franchisors, faced challenges with an inefficient legacy quality assurance process in its call centers. This manual system failed to quickly identify customer friction points, leading to satisfaction issues and lost sales. To address this, they turned to Medallia's contact center solutions, specifically Agent Connect and Text Analytics (TA).

By implementing Medallia's suite, Choice Hotels automated and enhanced its customer experience analysis. The solution enabled the team to identify trending issues in real time, driving significant improvements in agent performance and call center productivity. The results included over one million pieces of feedback analyzed, a 4.7-star rating from improved experiences, and a seven-figure revenue increase directly attributed to the better customer experiences.

Choice Hotels International