OAISYS®, a leader in business call recording and contact center management solutions, has helped Yankee Leisure Group of Beverly, Mass., improve the quality and consistency of its contact center calls, resulting in improved customer service and increased upselling of travel products and services. Founded in 1972, Yankee Leisure Group is the pioneer of packaged vacation trips and remains one of the top travel agencies today.
“OAISYS Tracer call recording and monitoring functionality has helped us meet our goals of truly understanding client-agent communication,” said John Tavano, CEO of Yankee Leisure Group. “Using OAISYS Tracer, we are able to listen to client calls and establish best practices to support our sales and service efforts. As a result, OAISYS Tracer has improved our sales conversion rate.”
“OAISYS Tracer is a perfect call recording solution for contact centers, such as at Yankee Leisure Group, as it enables a variety of ways to record and monitor live calls to improve efficiency, sales and ultimately profitability,” said Brian Spencer, president of OAISYS.
Challenge: Gain Greater Insights Into Agent-Client Telephone Interactions
Yankee Leisure Group’s contact centers handle 9,000+ calls per week from travel agents and customers across the country. It has a 25+ agent contact center at its Beverly, Mass., headquarters, plus a smaller call center at its Laguna Hills, Calif., location. Yankee’s contact center supervisors wanted to utilize call recording to gain greater insights into their telephone interactions. They wanted to understand what their customers are requesting and how the inside sales agents are responding. The objectives were to improve customer service, better train new and existing agents, and bring new travel products to the market in direct response to customer demand.
Jim Rabbitt, managing partner of Partners Technology Voice & Data Solutions, an Authorized Mitel and OAISYS Business Partner based in Braintree, Mass., recommended the Tracer quality assurance software application. He said, “OAISYS Tracer is a simple, intuitive, and easy-to-use call recording and quality monitoring solution. It helps companies meet their goals by enabling them to hear exactly what their customers and agents are saying.”
Solution: OAISYS Tracer Is Easy, Intuitive and Does the Job
Easy and intuitive for the agents to use, OAISYS Tracer makes accessing and retrieving call recordings simple and efficient. In addition to capturing the call audio and all available descriptive data as a digital media file, or voice document, Tracer is enabled to record and view live agent desktop screen activity.
Using OAISYS Tracer, Yankee’s contact center supervisors can easily find, review, mark and share call recordings for review. Prior to using OAISYS Tracer, Yankee did not have a call recording solution. Now with OAISYS Tracer, every call is recorded.
Supervisors spend at least an hour a week listening to recorded calls using Tracer’s scoring and evaluation tool so they can share best practices and continually focus on sales and customer service training. For sales training, supervisors use call recordings that exemplify best practices so that the agents know exactly what is expected. Tracer recordings also help train agents on how to upsell travel services, such as private tours, Amtrak service and more, enabling them to meet or exceed the customer’s request for a unique travel experience.
For quality control, supervisors can also monitor live calls to see how agents are handling customer requests and make any necessary suggestions to improve the quality of customer service. Monitoring calls also helps supervisors identify which agents need additional training on Yankee’s massive portfolio of travel offerings.
Listening to customer calls has also given Yankee’s management greater insights into their customers’ needs and requests so they can expand their travel offerings to deliver on their customers’ travel objectives.
Value: Positive Impact on Quality of Calls, Increase in Revenues
Using OAISYS Tracer call recording has made a positive impact on the quality and consistency of Yankee’s contact center calls, resulting in improved customer service and increased upselling of travel products and services. Using call recordings for training has also helped agents turn calls into sales, thus improving their conversion rate. Overall, using call recording has helped Yankee increase revenues.
According to Tavano, “OAISYS Tracer has made a positive impact in helping us improve agent performance and the overall quality of service. Hearing call recordings has helped us improve the way the agents handle our travel agents and customers, resulting in an increase in revenues.”
OAISYS® is a leading developer of call recording and contact center management solutions for a wide range of organizations, from small- to medium-sized businesses to multi-site large enterprises. OAISYS voice compliance and quality monitoring applications help businesses mitigate risk and enhance customer service by digitally capturing phone-based interactions for simple retrieval, playback and management. OAISYS is headquartered in Tempe, Ariz. OAISYS Limited is located in Cambridge, England. For more information please visit www.oaisys.com.