Customer Success Story: Yankee Leisure Group
Fabulous vacations, travel packages, and round the world cruises. That’s what Yankee Leisure Group does and does well. Founded in 1972, Yankee Holidays of Beverly, Mass., was created to deliver bundled vacation packages that would be easy for travel agents to sell.
Soon after September 11, 2001, 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. Gaining this kind of recognition created more clients – which created technical challenges. With multiple agents in their contact centers at its headquarters and a smaller call center in California, together, the contact centers handle 9,000+ calls per week from travels agents and customers across the country.
That is where OAISYS and Mitel stepped in. Being 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. The benefits Yankee received included:
- Provide supervisors easy access to call recordings and reports
- Monitoring of live calls for training purposes
- Training agents to turn calls into sales thus improving their conversion rate and increasing revenue
"Using OAISYS Tracer, we established best practices to support our sales and service efforts, which have absolutely improved our sales conversion rate. OAISYS Tracer’s ROI is amazingly intuitive and easy to use. With Tracer, we found the right call recording solution to work with our Mitel 5000 business telephone system." – John Tavano, CEO of Yankee Leisure Group