Gleneagle Hotel Group

Premier has been developing the Gleneagle Hotel Group caller experience since 2008. Together, we’ve designed an engaging, modern caller experience that reinforces the Gleneagle Brand.

“…the call abandonment rate has fallen to around 6% and our average Grade of Service is a steady 94%.”
Gleneagle_HG

As a family leisure, tourist, and events outfit (with 6 individual business units), the Gleneagle Group receives over 12,000 calls each month. Their lines can become very busy, so it’s vital that Gleneagle delivers the best possible experience for each hotel, events centre, and tourist information line.

By crafting unique “welcome” messages for each of their 6 units, we’ve helped the Gleneagle Hotel Group dramatically improve their caller experience. In addition, Premier’s in-house creative experts have worked with Gleneagle to create bespoke in-queue and on-hold productions. This has drastically improved the caller experience. Previously, callers only heard repetitive music interspersed with periods of silence.

Results

Valerie Steinbeck, Group Revenue & Ecommerce Manager at Gleneagle Hotel Group, was bursting with enthusiasm for the Premier service. She stated that, “Looking at our current call statistics, the call abandonment rate has fallen to around 6% and our average Grade of Service is a steady 94%.” Valerie also added, “Our customers now have a clear on-brand voice experience that matches our other brand-channels.”