OTA call center outsells, outservices big brands
MetadataShow full item record
In an experiment comparing how call center staff interact with potential guests, employees at one OTA won out over hotel companies. As a hotel industry trainer, I have to admit being biased toward booking directly with hotels or hotel brands versus going through third parties such as online travel agencies. However, in my family and social network, I have encountered plenty of raving fans who are more loyal to their preferred OTA than anyone hotel brand.