Reservations by phone

[bvelke]

I wonder how many tour operators are in the same position as I am?

We take reservations online but during the day (and often at night) the phone still rings frequently. We're getting into our busy season and it is almost a full time job just to answer the phone. It doesn't ring constantly but at least a couple of times an hour during the slow times.

Most are making reservations but many are asking questions about the tours, asking for directions, etc. All of that is on our web site, of course, but people don't look, don't have internet access from the hotel, etc.

On my rare days off, I still usually find myself answering the phone which has been routed to me so as not to disturb training, tours in progress, etc. As my wife says, it isn't really a day off if I'm constantly answering the phone <g>.

I've spoken to some tour operators who use Zerve or similar service but most of them say that the phone still rings frequently and that it is often disruptive.

I've considered hiring someone to work from home and do nothing but answer the phone but it is so intermittent that I wouldn't want to pay them hourly. Maybe by the call? And then I'd have to find someone who is always available, has something else to do, and doesn't mind being interrupted constantly <g>.

It would be more cost effective if more than one tour company went in on it together. The operator(s) would obviously have to be trained about the specific locations and have access to the tour schedules, etc.

Would anyone else be interested in talking about this? Presumably, people could decide when to forward the phone and only pay for the service when they do so. It is just a kernel of an idea and I haven't worked out the details.