Customer Success Story
Industry: Health Insurance
Not-for-profit Australian health insurer Peoplecare has over 23,000 members and is renowned for its service quality and dedication to its members. In both its primary call centers and remote locations the firm handles between 6,000 and 7,000 calls a month.
Previously, Peoplecare administrators used spreadsheets and incidental review of calls through its phone system to chart its service levels and evaluate agent performance. Over time, the customer service management staff realized a more efficient and high volume solution was necessary to truly gauge the effectiveness of its performance.
After careful evaluation and conferencing between its leadership and staff, Peoplecare chose Tracer with screen recording to capture its calls for easy review and evaluation, as well a complete picture of how agents navigate the company’s systems in dealing with member calls.
Among the features Customer Service Manager Tory Macri likes best are:
- Easy to Use Interface: Tracer’s easy navigation ensures high use and adoption by staff
- Screen Recording: Combining video with call recordings lets administrators and managers get a complete view of agent activity
“(Tracer) is used as a training and coaching tool, and I think also the ability to see and hear what they’re doing provides us with not only the end result, but also the path they’ve taken to get to that end result, including the navigation of our system,” Macri said.
Other Tracer benefits for Peoplecare include:
- Training with real world examples of outstanding calls
- Agent evaluation
- Monitoring remote employees as easily as those in the headquarters’ call center
“I’ve got nothing but compliments for the system,” he said.
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