Welcome!

News Feed Item

Yankee Leisure Group Increases Contact Center Profitability With OAISYS Tracer Call Recording and Quality Monitoring Solution

TEMPE, AZ -- (Marketwired) -- 02/19/14 -- 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."

About Talkument:
Talkument personal voice documentation and collaboration software utilizes patented OAISYS Portable Voice Document (PVD™) technology to create digital media documents from business telephone calls, making them available to organize, retrieve, play back, annotate and share as needed. It provides company-wide control over risk management, quality assurance, customer retention, dispute resolution and other critical business concerns.

About Tracer:
Tracer is the industry's leading call recording solution for contact centers. Tracer also leverages OAISYS PVD technology paired with advanced contact center management features, including customizable employee performance evaluations, live and automatic call monitoring, quality and resource utilization reporting and synchronized desktop video recording capabilities.

About Yankee Leisure Group

Founded in 1972, Yankee Holidays of Beverly, Mass., was created to deliver bundled vacation packages that would be easy for travel agents to sell. Designed to be inclusive yet flexible, Yankee was unique in offering travel packages that could be customized to delight the traveler. It expanded to sell theater tickets in major cities, bringing even more package offerings to travel agents and their customers.

Just after 9/11, Yankee was chosen as the exclusive tour operator to lead the charge for New York City's "Paint the Town Red, White & Blue" campaign, developed to bring tourists back to the city. In 2003, Yankee Holidays combined with MTL Vacations of Montreal and soon thereafter partnered with SAGA Holidays to design high-end, round-the-world cruises for seniors. It added Amtrak Vacations soon after. In 2007, it officially became Yankee Leisure Group Inc. and today continues to operate three distinct brands: Yankee Holidays, Amtrak Vacations and Unique Journeys.

About OAISYS:
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.

Image Available: http://www2.marketwire.com/mw/frame_mw?attachid=2522781

Add to Digg Bookmark with del.icio.us Add to Newsvine

OAISYS PR Contacts:
Teri Sawyer
T&Co.
714-801-1687
Email Contact

Bill Johnson
OAISYS
888-496-9040, ext. 1027
Email Contact

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

Latest Stories
Security, data privacy, reliability and regulatory compliance are critical factors when evaluating whether to move business applications from in-house client hosted environments to a cloud platform. In her session at 18th Cloud Expo, Vandana Viswanathan, Associate Director at Cognizant, In this session, will provide an orientation to the five stages required to implement a cloud hosted solution validation strategy.
As companies gain momentum, the need to maintain high quality products can outstrip their development team’s bandwidth for QA. Building out a large QA team (whether in-house or outsourced) can slow down development and significantly increases costs. This eBook takes QA profiles from 5 companies who successfully scaled up production without building a large QA team and includes: What to consider when choosing CI/CD tools How culture and communication can make or break implementation
IoT generates lots of temporal data. But how do you unlock its value? You need to discover patterns that are repeatable in vast quantities of data, understand their meaning, and implement scalable monitoring across multiple data streams in order to monetize the discoveries and insights. Motif discovery and deep learning platforms are emerging to visualize sensor data, to search for patterns and to build application that can monitor real time streams efficiently. In his session at @ThingsExpo, ...
UpGuard has become a member of the Center for Internet Security (CIS), and will continue to help businesses expand visibility into their cyber risk by providing hardening benchmarks to all customers. By incorporating these benchmarks, UpGuard's CSTAR solution builds on its lead in providing the most complete assessment of both internal and external cyber risk. CIS benchmarks are a widely accepted set of hardening guidelines that have been publicly available for years. Numerous solutions exist t...
"There's a growing demand from users for things to be faster. When you think about all the transactions or interactions users will have with your product and everything that is between those transactions and interactions - what drives us at Catchpoint Systems is the idea to measure that and to analyze it," explained Leo Vasiliou, Director of Web Performance Engineering at Catchpoint Systems, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York Ci...
Verizon Communications Inc. (NYSE, Nasdaq: VZ) and Yahoo! Inc. (Nasdaq: YHOO) have entered into a definitive agreement under which Verizon will acquire Yahoo's operating business for approximately $4.83 billion in cash, subject to customary closing adjustments. Yahoo informs, connects and entertains a global audience of more than 1 billion monthly active users** -- including 600 million monthly active mobile users*** through its search, communications and digital content products. Yahoo also co...
"Tintri was started in 2008 with the express purpose of building a storage appliance that is ideal for virtualized environments. We support a lot of different hypervisor platforms from VMware to OpenStack to Hyper-V," explained Dan Florea, Director of Product Management at Tintri, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
The best-practices for building IoT applications with Go Code that attendees can use to build their own IoT applications. In his session at @ThingsExpo, Indraneel Mitra, Senior Solutions Architect & Technology Evangelist at Cognizant, provided valuable information and resources for both novice and experienced developers on how to get started with IoT and Golang in a day. He also provided information on how to use Intel Arduino Kit, Go Robotics API and AWS IoT stack to build an application tha...
Cloud analytics is dramatically altering business intelligence. Some businesses will capitalize on these promising new technologies and gain key insights that’ll help them gain competitive advantage. And others won’t. Whether you’re a business leader, an IT manager, or an analyst, we want to help you and the people you need to influence with a free copy of “Cloud Analytics for Dummies,” the essential guide to this explosive new space for business intelligence.
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
"We're bringing out a new application monitoring system to the DevOps space. It manages large enterprise applications that are distributed throughout a node in many enterprises and we manage them as one collective," explained Kevin Barnes, President of eCube Systems, in this SYS-CON.tv interview at DevOps at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Aspose.Total for .NET is the most complete package of all file format APIs for .NET as offered by Aspose. It empowers developers to create, edit, render, print and convert between a wide range of popular document formats within any .NET, C#, ASP.NET and VB.NET applications. Aspose compiles all .NET APIs on a daily basis to ensure that it contains the most up to date versions of each of Aspose .NET APIs. If a new .NET API or a new version of existing APIs is released during the subscription peri...
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Adding public cloud resources to an existing application can be a daunting process. The tools that you currently use to manage the software and hardware outside the cloud aren’t always the best tools to efficiently grow into the cloud. All of the major configuration management tools have cloud orchestration plugins that can be leveraged, but there are also cloud-native tools that can dramatically improve the efficiency of managing your application lifecycle. In his session at 18th Cloud Expo, ...
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, explored the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences between wh...