Ink, which connects travellers throughout their entire journeys and produces more inflight magazines for more airlines than any other company in the world, has installed OAISYS' Tracer call recording solution across its contact centre operations.
"With 70 London-based contact centre agents handling more than 77,000 calls each month, we identified a need to record calls for quality monitoring, training and to verify agent compensation," said Colin Dash, Ink's group IT manager. "Our objective was to ensure consistent call quality and validate agent conversations for compensation as well as to quickly and efficiently resolve disputes."
Using OAISYS Tracer, Ink's contact centre supervisors can now easily find, review, mark and share call recordings for review. For sales training, supervisors can train agents by using calls that exemplify best practices so that the agents know exactly what is expected, enabling them to be properly trained and rewarded when they do a superior job. Supervisors can also monitor live calls to see how agents are handling customers, particularly in the case of big sales.
"OAISYS Tracer is an affordable, intuitive call recording solution that has made a big impact on the way Ink's agents represent their clients, and it has helped us increase revenues. It's a more complete solution than the other call recording applications we considered," added Dash.