Call Center & Sales Management: Track Calls, Grow Sales
Every call is logged, analyzed, and reported to the sales team — so no opportunity is missed.
OPEX Sales Management lets you track your hotel's call center conversations, sales opportunities, and reports on a single platform. Once switchboard integration is in place, inbound and outbound calls are logged and the caller is matched to their CRM record; contacts arriving by phone, email, and web form are unified under one conversation record. Reservations can be created during a call, and the channel a sale came from can be reported.
Key Benefits
Switchboard Integration
With switchboard integration, inbound and outbound calls are logged and the caller is matched to their CRM record; call logs, voice recordings, and callback tracking live in one place.
Sales Analysis and Reporting
Sales performance and conversion rates are reported.
Opportunity Management
Potential reservation requests are tracked as sales opportunities.
Digital Marketing Analysis
The source or channel a sale came from is tracked, so you can measure how advertising converts into reservations.
Features
Multi-Channel Conversation Management
Contact arriving by phone, email, and landing page form is unified under a single conversation record; earlier conversations can be found from a phone number or email address.
Online Reservation and Payment
During a sales call a reservation or reservation request can be created and payment collected, with the call and reservation history staying linked.
Campaign Management
Different campaigns are defined and their results reported; sales data is analyzed through tables, charts, and decision reports.
Frequently Asked Questions
What does the Sales Management module do?
It's a module that lets you track call center conversations, sales opportunities, and performance reports on a single platform.
How are calls logged?
Once switchboard integration is in place, inbound and outbound calls are recorded automatically and linked to the relevant guest record, with the system finding the caller's CRM entry.
How are sales opportunities tracked?
Potential reservation requests are flagged as a sales opportunity and tracked until they're resolved.
What data do the reports include?
They include sales performance metrics such as call volume, conversion rate, and average call duration, and sales data can be analyzed through tables, charts, and decision reports.
Can you measure which channel a sale came from?
Yes. Digital marketing analysis tracks the source or channel each sale came from, so you can measure how advertising converts into reservations.
Can a reservation be taken during a call?
Yes. A reservation or reservation request can be created during a sales call and payment collected, with the conversation and reservation history kept linked.
Digitize Your Sales Process
Talk to our team about improving your call center and sales team's performance.