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Adobe AcrobatBC211 Case Study

Customer Success Story

BC211BC211

Industry: Information Services
BC211, in partnership with the United Way, is a non-profit information and referral service available 24 hours a day, seven days a week. 211 connects callers to the social, community and government services in their area free of charge.

Business Challenge
Taking in an average of 2,500 calls each week for a wide variety of different social service agencies and organizations, BC 211 Executive Director Myrna Holman wanted to optimize training, coaching and evaluation processes.

Solution
Among the benefits BC 211 has realized are:

  • Ease of Search: Calls in the library can be searched for using any of a variety of different criteria, such as date and time, Caller ID or agent ID;
  • Variable Data Lifecycle Management: Staging and purging calls from the archive can be automated to save on administrative time and effort, and
  • Ease of Administration and Use: Ease of administration and use.

"I think it's definitely efficient," Holman said, "so that a team lead from their station can go in and pull up calls and then do coaching on that call. It's really simple to find the call, bring the agent over and go over it."

Additional benefits for the society have included:

  • Digital Watermarking: BC 211 can demonstrate the calls they retain have not been altered;
  • Sharing Controls: Permission to share calls can be restricted, ensuring only authorized personnel have access, a vital security measure for an organization dealing with such a volume of confidential information, and
  • Training: Consistent, ongoing training ensures BC 211's Specialists are current and cross-trained to handled the wide variety of calls they serve.

Holman admires Tracer's contribution to improving how BC 211 trains it agents. "I think it is a good tool to help you compare what your training plan is to what you really need. Are there consistent gaps that wouldn't have been recognized unless you were able to listen to the call? I think it shows us where we train really well and where we have training gaps. I think for new staff, when we're training them, the ability to listen to recorded calls that have been handled well is important so that throughout their training as they learn each of the lines, we can play calls for them. That's a plus in terms of our training results."

About Tracer
Tracer is the industry's leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, play back, annotate and share with others as needed. This core PVD functionality is paired with Tracer's advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy TDM systems.