Inns of Monterey

The Inns of Monterey is comprised of four small luxury hotels averaging 75 rooms each. The Maynard Group provides around the clock service on the telecommunications systems as well as connectivity of the data system.

The Inns of Monterey handles all incoming reservation calls in one centralized call center. In the past calls would ring on all call center phones, in no logical order. This was chaotic, confusing and completely inefficient. Calls were also being lost. The Inns of Monterey looked to The Maynard Group for a solution. We engineered a complete call center application that routed incoming calls evenly amongst available agents, prompting them on the screen which hotel the call was for. Also, we set up a full reporting system so that management can pull critical statistical data from the call center. This information in extremely valuable for determining the effectiveness of advertising, coaching employees and making staffing decisions