News : Yankee Leisure Group Improves With OAISYS Solution
Tempe, AZ, Feb 19, 2014 -- OAISYS, a provider 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.
"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.
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.
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OAISYS is a 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. The OAISYS voice documentation and interaction management solutions help companies within a variety of industries—including healthcare, automotive dealerships, financial services and the public sector—attract and retain customers by digitally capturing phone-based interactions for simple retrieval, playback and management. Compatible with leading business communications system providers, including Avaya, Mitel, ShoreTel and Toshiba, OAISYS Tracer and Talkument applications help companies improve risk management, quality assurance, customer retention, dispute resolution, regulatory compliance and other critical business concerns. OAISYS is headquartered in Tempe, Ariz. OAISYS Limited is located in Cambridge, England.
Published: Tuesday, February 25, 2014