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Yankee Leisure Group Inc.OAISYS Sucess Story:  Yankee Leisure Group

Founded in 1972, Yankee Holidays of Beverly, Mass., was created to deliver bundled vacation packages that would be easy for travel agents to sell. Designed to be inclusive yet flexible, Yankee was unique in offering travel packages that could be customized to delight the traveler. It expanded to sell theater tickets in major cities, bringing even more package offerings to travel agents and their customers.

Just after 9/11, 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. In 2003, Yankee Holidays with MTL Vacations of Montreal and soon thereafter partnered with SAGA Holidays to design high-end, round the world cruises for seniors. It added Amtrak Vacations soon after. In 2007, it officially became Yankee Leisure Group Inc. and today continues to operate three unique brands: Yankee Holidays, Amtrak Vacations and Unique Journeys.

The Challenge

Yankee has a 25+ agent contact center at its Beverly, Mass. headquarters, plus a smaller call center at its Laguna Hills, Calif., location. Together, the contact centers handle 9,000+ calls per week from travel agents and customers across the country. Yankee’s contact center supervisors wanted to utilize call recording to gain greater insights into their telephone interactions. They wanted to understand what their customers are requesting and how the inside sales agents are responding. The objectives were to improve customer service, better train new and existing agents, and bring new travel products to the market in direct response to customer demand.

Jim Rabbitt, managing partner of Partners Technology Voice & Data Solutions, an Authorized Mitel and OAISYS Business Partner based in Braintree, Mass., recommended the OAISYS Tracer call recording solution. He said, “OAISYS Tracer is simple, intuitive, and easy-to-use call recording solution. It helps companies meet their goals by enabling them to hear exactly what their customers and agents are saying.”

The Solution

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.

Using OAISYS Tracer, Yankee’s contact center supervisors can easily find, review, mark and share call recordings for review. Prior to using OAISYS Tracer, Yankee did not have a call recording solution. Now with OAISYS Tracer, every call is recorded.

Supervisors spend at least an hour a week listening to recorded calls using Tracer’s scoring and evaluation tool so they can share best practices, and continually focus on sales and customer service training. For sales training, supervisors use call recordings that exemplify best practices so that the agents know exactly what is expected, Tracer recordings also help train agents on how to upsell travel services, such as private tours, Amtrak service and more, enabling them to meet or exceed the customer’s request for a unique travel experience.

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.

“OAISYS Tracer has helped us meet our goals of truly understanding client-agent communication,” said John Tavano, CEO, of Yankee. “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.”

The Bottom Line

Using OAISYS Tracer call recording has made a positive impact on the quality and consistency of Yankee’s contact center calls, resulting in improved customer service and increased upselling of travel products and services. Using call recordings for training has also helped agents turn calls into sales thus improving their conversion rate. Overall, using call recording has helped Yankee increase revenues.

According to Tavano, “OAISYS Tracer has made a positive impact in helping us improve agent performance and the overall quality of service. Hearing call recordings has helped us improve the way the agents handle our travel agents and customers, resulting in an increase in revenues.”

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