Case Study: Accor Hotels achieves €20M revenue boost and 5% higher enquiry-to-booking conversion with Verint Systems' Impact 360

Accor Customer Contact Centres - Customer Case Study

Accor Customer Contact Centres, the central booking operation for Accor’s global hotel brands, manages 10 call centres with 450 agents handling over 3 million calls across 31 markets and 14 languages. Facing inconsistent evaluation methods and operational strains from rapid growth, Accor needed to track service quality, streamline processes and boost its enquiry‑to‑booking conversion rate.

Accor deployed Verint Impact 360 (call recording, quality monitoring and eLearning), ran a Performance Optimisation Workshop to standardise evaluation, defined 57 call criteria, and rolled out a best‑practice library and targeted training in eight months. The program raised enquiry‑to‑booking by 5% in year one, generated an additional €20M that year and a further €15M the following year, achieved ROI in under a year, and delivered higher customer satisfaction, fewer booking errors and more consistent agent performance worldwide.

Accor Hotels

Christelle Zuccotti

Director Of Operations