OK tourism dept. hires 'call counselors' to answer phones

Journal Record, The (Oklahoma City), Jul 14, 2005 by David Page

When potential tourists from other states call the toll-free number on Oklahoma Tourism and Recreation Department advertising, they are not connected to a large call center in another state or country.

Instead, a staff of five call counselors answers the inquiries at the department's new First National Center offices in downtown Oklahoma City. Their work schedule is arranged around scheduled television advertising, said Robb Gray, the department's executive director.

Their knowledge of the state helps the call counselors sell Oklahoma's tourism image.

If the person taking the calls has actually been to an attraction, they know about it, are more excited about it, and their enthusiasm can help sell someone from another state on coming to Oklahoma, Gray said.

Calls can take about five minutes if research is required, said Fonda Bean, call center manager. Most calls take only two to three minutes.

Usually people just want information about our main attractions, Bean said. The calls also allow us to get information about our visitors, such as if they are going to be traveling with children and what their interests are, to help them plan their trips.

The two-way communication also allows the tourism department to send potential tourists information on a continuing basis.

If they are interested in golf, we can send them information on related activities on a regular basis, said Sandy Pantlik, director of public relations.