Customer Success Story
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.
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.
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
- Training: Consistent, ongoing training ensures BC 211's Specialists
are current and cross-trained to handled the wide variety of calls they
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."
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