Click here to close now.



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
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Father business cycles and digital consumers are forcing enterprises to respond faster to customer needs and competitive demands. Successful integration of DevOps and Agile development will be key for business success in today’s digital economy. In his session at DevOps Summit, Pradeep Prabhu, Co-Founder & CEO of Cloudmunch, covered the critical practices that enterprises should consider to seamlessly integrate Agile and DevOps processes, barriers to implementing this in the enterprise, and pr...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
The principles behind DevOps are not new - for decades people have been automating system administration and decreasing the time to deploy apps and perform other management tasks. However, only recently did we see the tools and the will necessary to share the benefits and power of automation with a wider circle of people. In his session at DevOps Summit, Bernard Sanders, Chief Technology Officer at CloudBolt Software, explored the latest tools including Puppet, Chef, Docker, and CMPs needed to...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
SYS-CON Events announced today that VAI, a leading ERP software provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
One of the bewildering things about DevOps is integrating the massive toolchain including the dozens of new tools that seem to crop up every year. Part of DevOps is Continuous Delivery and having a complex toolchain can add additional integration and setup to your developer environment. In his session at @DevOpsSummit at 18th Cloud Expo, Miko Matsumura, Chief Marketing Officer of Gradle Inc., will discuss which tools to use in a developer stack, how to provision the toolchain to minimize onboa...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
Fortunately, meaningful and tangible business cases for IoT are plentiful in a broad array of industries and vertical markets. These range from simple warranty cost reduction for capital intensive assets, to minimizing downtime for vital business tools, to creating feedback loops improving product design, to improving and enhancing enterprise customer experiences. All of these business cases, which will be briefly explored in this session, hinge on cost effectively extracting relevant data from ...
In most cases, it is convenient to have some human interaction with a web (micro-)service, no matter how small it is. A traditional approach would be to create an HTTP interface, where user requests will be dispatched and HTML/CSS pages must be served. This approach is indeed very traditional for a web site, but not really convenient for a web service, which is not intended to be good looking, 24x7 up and running and UX-optimized. Instead, talking to a web service in a chat-bot mode would be muc...
It's easy to assume that your app will run on a fast and reliable network. The reality for your app's users, though, is often a slow, unreliable network with spotty coverage. What happens when the network doesn't work, or when the device is in airplane mode? You get unhappy, frustrated users. An offline-first app is an app that works, without error, when there is no network connection.
SYS-CON Events announced today that Catchpoint Systems, Inc., a provider of innovative web and infrastructure monitoring solutions, has been named “Silver Sponsor” of SYS-CON's DevOps Summit at 18th Cloud Expo New York, which will take place June 7-9, 2016, at the Javits Center in New York City, NY. Catchpoint is a leading Digital Performance Analytics company that provides unparalleled insight into customer-critical services to help consistently deliver an amazing customer experience. Designed...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
As someone who has been dedicated to automation and Application Release Automation (ARA) technology for almost six years now, one of the most common questions I get asked regards Platform-as-a-Service (PaaS). Specifically, people want to know whether release automation is still needed when a PaaS is in place, and why. Isn't that what a PaaS provides? A solution to the deployment and runtime challenges of an application? Why would anyone using a PaaS then need an automation engine with workflow ...