What is the Customer Care/First Contact Resolution (FCR) fee for Bw Premier Collection?
Bw_Premier_Collection Franchise · 2025 FDDAnswer from 2025 FDD Document
ng. |
| Column 1 | Column 2 | Column 3 | Column 4 |
|---|---|---|---|
| Type of Fee | Amount | Due Date | Remarks |
| Customer Care/First Contact Resolution (FCR) | $50 per call handled. FCR: cost of compensation up to one comp. room. Non-FCR: $75 per non response, plus cost of any compensation to customer. | Due and payable monthly upon statement receipt. | Fee for BWI Customer Care agent. Hotel given 2 days to respond; if no response, complaints will be addressed by |
Source: Item 6 — Other Fees (FDD pages 19–26)
What This Means (2025 FDD)
According to Bw Premier Collection's 2025 Franchise Disclosure Document, the Customer Care/First Contact Resolution (FCR) fee is $50 per call handled by a BWI Customer Care agent. This fee applies when a Bw Premier Collection hotel utilizes BWI's customer care services to resolve customer issues. The FCR also covers the cost of compensation, potentially up to the value of one complimentary room.
If the Bw Premier Collection hotel fails to respond to a customer complaint within two days, BWI will address the complaint directly. In such cases, a non-response fee of $75 is charged, in addition to the cost of any compensation provided to the customer. This fee structure incentivizes prompt attention to customer issues by the hotel.
This fee is due monthly upon receipt of the statement. It's important for prospective franchisees to understand these fees as they directly impact operational costs and customer service protocols. Franchisees should factor these potential costs into their financial projections and ensure they have efficient systems in place to manage and respond to customer complaints promptly to avoid additional charges.