Case Study: 200 Calls/Day → Fixed

1. Problem

The hotel was receiving ~200 inbound calls daily (~6,000/month).

Why?

• ads pushed “call the hotel” as the main CTA
• better offers over the phone than on Booking.com

Calls increased.

The front desk couldn’t keep up.

What was happening:

• 28% of calls were missed (~56/day)
• 54% of booking-intent calls didn’t convert

Guests were:

• sent to Booking.com
• told “call back later”
• or dropped after “I’ll check and come back”

Upsell was mostly not happening:

• 76% of opportunities had no upsell or cross-sell

Operational reality

• constant staff turnover
• ongoing training of new people
• no consistent way to handle calls

And critical:

• no control over call quality
• only recordings available
• they had to hire someone just to listen to calls

Demand was there. Execution wasn’t.

2. What they tried

• hiring more front desk staff
• training new employees
• handling calls manually
• basic call routing
• sending guests to Booking.com when overloaded
• listening to recordings to check quality

3. Why it didn’t work

• staff can’t handle peak call volume
• new people = inconsistent quality
• no standard way to run calls
• no follow-up when a guest hesitates
• “call me later” = lost booking
• call reviews happen too late to fix anything

More calls → more chaos → more lost revenue

4. Voicetta solution

Voicetta replaced inconsistent call handling with a controlled system.

• 100% of calls answered instantly
• handles multiple calls at the same time (32 concurrent in month 1)
• every call follows a consistent structure

When a guest hesitates:

• sends a non-binding offer (SMS + email)
• keeps the booking alive

Additionally:

• always offers relevant upsell / cross-sell
• enables one-click booking completion

Results in first 3 months

• +300% direct bookings
• 27% upsell rate (+132%)
• 100% calls answered
• 19682 conversations handled
• rating improved from 8.7 → 8.8