How Can Brands Handle Peak Season Calls?

The Resort Reality: When Peak Calls Overwhelm Manual Handling

Imagine lush meadows and water bodies drawing crowds to your 300-acre paradise, only for high call volumes to leave guests hanging. As Delhi NCR’s landmark resort, Karma Lakelands thrived on direct bookings and inquiries, especially during peak months. Yet scaling personal call handling proved impossible: important calls slipped through, queries went unanswered, and teams struggled without structured flows.

This wasn’t just inconvenient; it eroded the harmony with nature that defines Karma’s ethos, turning potential guests away.

Before vs After: Structured Flows That Changed Everything

What Are Virtual Helplines & Multi-Level IVR, and Why Resorts Need Them

A virtual helpline provides a single, scalable number for all inquiries, while a multi-level IVR creates smart menus (e.g., “Press 1 for weddings, 2 for events”) to route callers precisely. Together, they:

• Handle thousands of parallel calls without drops.
• Direct guests to outlet-specific experts instantly.
• Log everything for remote access and audits.
• Free agents to work from mobiles, not desks.

Karma Lakelands: From Call Chaos to Guest Harmony

The Challenge

Karma’s sprawling campus meant inquiries spanned outlets, events, and bookings. Daily volumes surged in peaks, but manual handling couldn’t scale: missed calls piled up, distributions were uneven, and without logs or recordings, follow-ups and training lagged. Leads vanished, satisfaction dipped.

What Changed

Partnering with MyOperator, Karma gained a virtual helpline and multi-level IVR tailored for outlets. Calls now flow via department-specific menus, routing to the right agents automatically. Features like call tracking, recording, reporting, and the mobile app empowered remote handling, transfers, and oversight, replacing EPABX limitations.

The Outcomes

MyOperator enabled handling thousands of daily calls with nearly 90% pickup rates, slashing misses and boosting satisfaction/revenue. Full visibility into logs, recordings, and reports ensured audits, timely follow-ups, and optimized performance. Agents gained mobility, resolving queries from anywhere.

“Call management systems are a must for managing a big organization, where call flow is so heavy. It enables us to take the calls more effectively. The best part about MyOperator is our representatives don’t need to keep sitting in front of their system. They can answer, manage calls remotely from anywhere. They can answer the call, transfer it if required and even check the status of the call log with the MyOperator App. Interestingly, they can also make a call using their mobile phone only. We are happy to use the services, best that it replaces the typical EPABX system and enables us to do all the tasks using mobile phones only. MyOperator customer support is so quick, Ms Vimalpreet Kaur responds to all the queries so quickly and resolve them in a few minutes. She is always available even if it takes time to explain the functioning of the portal again and again to different team members at Karma Lakelands. I also like the chat box provided on our dashboard. I use it a lot for many queries and support required. Overall a great experience 5 Stars.”

- Lalit Arora

Assistant Manager, Karma Lakelands

Five Ways Resorts Can Master High-Volume Communications

1. Route Intelligently: Use IVR to match callers to outlets/experts, cutting wait times.
2. Mobilize Teams: Enable app-based handling for on-the-go agents during events.
3. Track Every Call: Leverage logs/recordings for audits and continuous improvement.
4. Follow Up Fast: Reports flag misses, turning lost opportunities into bookings.
5. Scale Effortlessly: Ditch EPABX for cloud tools that grow with peak demand.

Harmony in Every Call

Karma Lakelands rediscovered balance by streamlining calls with MyOperator’s virtual helpline and IVR, proving luxury service thrives on smart automation. Resorts facing similar volumes can explore these tools to elevate guest experiences without the chaos.

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