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Key Takeaways
- Karma Hotels faced inefficiency with manual outbound calls, relying on paper logs and phone dialing for ~100 calls per agent daily, leading to errors, lost leads, and minimal visibility into team performance.
- Voiso automated workflows, validated phone numbers via HLR Lookup, and allowed agents to focus on high-quality, productive conversations, drastically increasing call volume and efficiency.
- Real-time dashboards and call recording gave supervisors full visibility into team performance, ensuring quality assurance, accurate lead management, and secure handling of sensitive customer data.
- Integration with Zoho CRM and Facebook lead generation streamlined lead handling, enabling timely follow-ups, detailed customer tracking, and SMS communication, improving client satisfaction and engagement.
- Advanced features like SMS follow-ups and MOS voice quality scoring allowed Karma Hotels to maintain luxury-level, personalized service at scale, supporting multi-year memberships and high-touch customer experiences.
The Challenge
#1 Time-consuming manual processes
We were using plain old telephones and we would round the telephones over a VoIP provider to get better call rates for many years in our Bali Call Center when we first started.
Before Voiso, calling was manual. Every one of Karma Hotels’ agents was given about 100 numbers a day for outbound sales calls. They would pick up the phone, dial the number, and then manually record the outcome with a pen and a piece of paper.
At the end of the day, they would hand in the piece of paper, which reported calls that didn’t answer, calls that were engaged, calls that weren’t interested, and also their successes. There were people whose job was specifically to count hundreds of pieces of paper from each of the agents, go through them one by one, and record the information.
But this was a laborious and time-consuming process with a huge margin for error. And with historical data about their leads being critical for their long-term membership clients program, this method was simply not viable.
#2 Minimal work process visibility
Having multiple call center agents with multiple pieces of paper made it a logistical impossibility to tell how effective the salespeople actually were. And with calls not being recorded or monitored properly, it was easy for agents to say that telephone numbers weren’t working or they couldn’t get through when in reality they just weren’t great at selling.
This meant that there was a large portion of potential customers who were being missed out on due to poor sales teams, which resulted in a loss of revenue and a setback in their overall growth.
#3 No historical data
Historical data about our leads is critical in our case, – our membership sales strategy is all about long-term proposals – but we had no effective system in place to make it work.
Most of Karma’s leads come through Facebook lead generation, followed up on through outbound calling. And with no efficient system to store the client information in place, the post-call strategy was falling through the cracks.
So if a lead was too young for membership at the time, they would just be forgotten. Or if their age meant they were unsuitable for a particular package, they weren’t offered a different package or enticed to become a member. Or if they weren’t in a position to go ahead with the holiday or membership at the time they would just not be contacted again.
There was simply no consistent analysis and follow-up plan, which for a business of Karma Hotels’ size was bound to eventually become untenable.
The Solution
#1 Smooth automated workflow
With Voiso, the slow manual process was over. Automating the workspace significantly increased the number of calls, and the ability to pick out the bad numbers from call lists before the campaign starts also improved these results. Karma Hotels works worldwide and being a luxury hotel chain that closes 100% of its deals by phone, it needs to call as many numbers a day as the agents can – and now this was not a problem anymore.
HLR Lookup is a service that allows for real-time phone number validation and can help determine the subscriber’s current status in the mobile network. Agents can initiate a request through the call history in the WebRTC of the agent panel – and then use the call list cleared from the numbers that are unreachable.
#2 A clear picture of the team’s work
With Voiso’s Real-Time Call Center Dashboards that let the supervisors easily track their team’s performance and set metric goals for each agent, Karma’s managers now see every interaction result and detail. They also record calls to save these recordings in the archive.
Recording lets us easily monitor calls for quality assurance purposes, just to understand where we need to mentor and help people develop. It’s another big benefit of Voiso software.
Not to mention that it’s also quite an important step in the process of Karma’s lead management: to become a member of the club or to get a discount, Karma visitors have to prove they match several conditions over the phone, and the fact that these calls are being recorded plays an important role on the clarity of this deal.
Recording the calls is vital, and it’s no less important to be sure that the recordings are used by authorized personnel only. One feature that helps with this is historical reports that log user actions related to sensitive data and call records. The report is available to administrators, supervisors, admin, or QA specialists, who can see activities on customer call recordings.
#3 Customer info at hand with Zoho integration
We have smoothed our entire business process by integrating systems with the Voiso platform. For example, Facebook-generated leads drop into Zoho and are made available to Voiso, and the call outcome is then communicated back to Zoho.
With the majority of its leads coming through Facebook and spending a lot on FB ads, Karma Hotels needed to be able to easily integrate, and communicate between, multiple platforms. The chain has a loyal and growing client base, with many members committing to multi-year programs. This means making clients feel informed and guided is a vital job – as well as having all their info at hand. With Voiso tight Zoho integration, the Karma Hotels team now has its own customized call center solution, perfectly tailored to its needs
The Results
The shift from manual to automated didn’t just speed things up, it changed what Karma Hotels’ sales operation was capable of. The stacks of paper logs and the staff who counted them are gone. So is the guesswork.
Where agents once dialed by hand and recorded outcomes on paper, they now move through validated call lists and spend their time on conversations that convert, not on numbers that were never reachable in the first place. Call volume rose accordingly, which matters enormously for a chain that closes every deal by phone.
Supervisors went from near-zero visibility to a complete, real-time picture of the floor. They can see every interaction, set targets per agent, and use recordings to coach rather than guess at who’s struggling and why. Underperformance has nowhere to hide, and strong performers are easier to recognize and replicate.
Most importantly for a membership business built on long-term relationships, leads stop falling through the cracks. A prospect who isn’t ready today is no longer forgotten, their history is captured, and they can be re-approached with the right package at the right time. That continuity is the difference between a one-time call and a multi-year membership.
The result is a custom-fit call center that has scaled alongside the business, now 145+ agents across multiple regions, while still delivering the personalized, luxury-level service Karma’s clients expect.
The Voiso Difference
Karma Hotels’ sales department also benefits from the use of the following features to provide their customers with the experience a luxury hotel client is entitled to.
SMS Follow-Up
Voiso gave Karma Hotels the ability to follow up on every conversation with SMS, either during or right after a call. It allows agents to log messages alongside calls and other customer details. And customers always have access to relevant information in their phones, so there’s no need to write down or remember anything. The feature can also be used for inbound and outbound comms, promotional campaigns or sending booking information to customers.
MOS (Mean Opinion Score)
Quality measurement is key. MOS numerically measures the overall quality of an event or experience as judged by humans. It ranks the quality of voice sessions on a scale of 1 to 5, where 5 represents flawless quality and 1 represents a totally degraded call.
Why Travel Companies Choose Voiso
#1 Reliable International Calling Travel and hospitality brands sell across borders, often closing high-value bookings entirely over the phone. Voiso provides access to Tier 1 telecom providers, local numbers in 130+ countries, and global infrastructure built for high-volume outbound operations.
For Karma Hotels, a worldwide luxury chain that closes 100% of its deals by phone, that reliability is non-negotiable, letting agents reach as many prospects a day as they can dial.
#2 Higher Connect Rates Through Number Validation Outbound travel campaigns live or die by how many real, reachable people agents actually talk to. Voiso’s HLR Lookup validates phone numbers in real time, identifying unreachable contacts before a campaign begins so agents never waste time on dead numbers.
Karma Hotels uses it to clear bad numbers from call lists up front, increasing productive call volume and letting agents focus on conversations that convert rather than ringing into the void.
#3 Real-Time Visibility for Supervisors Managing large, multi-region sales teams is impossible without live operational data. Voiso’s Real-Time Dashboards give supervisors instant insight into every interaction, with the ability to set metric goals per agent and review recorded calls.
For Karma, this replaced a paper-based system with zero visibility. Managers can now see exactly where to coach and develop people and verify the conditions members confirm over the phone to qualify for the club or a discount.
#4 Integration With Your CRM and Lead Sources Travel companies spend heavily on lead generation and need those leads to flow seamlessly into the systems agents already use. Voiso integrates tightly with CRMs and lead platforms, so leads land where they should and every call outcome syncs back automatically.
Most of Karma’s leads arrive through Facebook, drop into Zoho, and become available in Voiso, with results communicated back to Zoho. The result is a custom call center solution tailored to how the business actually runs.
#5 Personalized Service That Scales The best travel brands are built on long-term relationships, not one-off sales. Voiso’s SMS follow-ups, call recording, and MOS voice-quality scoring help teams deliver high-touch, consistent service even as call volumes climb.
This is how Karma sustains luxury-level, personalized experiences across multi-year memberships and how it has scaled to 145+ agents across multiple regions without losing the personal touch.
Let’s Talk
Travel and hospitality companies need reliable communication tools to manage high outbound booking volumes, reach guests across multiple regions, and keep agents productive throughout the day. Voiso helps travel sales teams streamline operations with stable global calling, automated workflows, and real-time performance visibility from a single platform.
Whether you’re looking to increase call volumes, capture more leads from your booking and marketing channels, or scale personalized service without adding complexity, Voiso gives your team the tools to work faster and build lasting guest relationships. Explore how Voiso can support your outbound sales and customer engagement goals with flexible contact center solutions built for growing travel businesses.
