Magazine article CRM Magazine

A Worthwhile Excursion into Call Recording: Find out How a Not-for-Profit Educational Traveling Company Boosted Customer Service with CallCopy's Recording Solution

Magazine article CRM Magazine

A Worthwhile Excursion into Call Recording: Find out How a Not-for-Profit Educational Traveling Company Boosted Customer Service with CallCopy's Recording Solution

Article excerpt

[ILLUSTRATION OMITTED]

Elderhostel, a Boston-based travel organization, has a simple mission: provide exceptional learning opportunities to adults at a remarkable value. And the company's delivered: In its 30-plus years of existence, more than four million adults have participated in programs across more than 90 countries. The key to that success is the customer experience, for which Elderhostel relies on 65 contact center agents managing 30,000 to 45,000 inbound and outbound calls per month.

However, in order to continue to differentiate on a quality customer experience, these agents needed to know what they were doing right, and what they could improve upon. This proved difficult with Elderhostel's previous technology, according to Paula Burke, the company's associate vice president of participant services. "There wasn't a solution," she says, matter-of-factly. "There were [just] RadioShack recorders, and we needed an appropriate offering to help us deliver the best service possible." The RadioShack solution only had the bandwidth to record approximately three calls per agent before running out of capacity, according to information provided by Elderhostel.

Burke says the company knew it needed enterprise-quality call monitoring. After looking at several vendors, Elderhostel settled on CallCopy, a Columbus, Ohio--based provider of contact center solutions. Two components of its cc: Discover suite, cc: Voice and cc: Screen, met Elderhostel's needs--but it took more than that to seal the deal. "We didn't want a Cadillac, so CallCopy was a great value for a great product," Burke says. "Also, the team impressed us. They were supportive, and their down-to-earth and professional demeanor together [influenced our decision]."

Burke explains that past experience in the contact center taught her implementations could be a challenge, but she was pleasantly surprised at how well this particular one went. "I was ready for lots of bumps in the road, especially with an implementation of this size, but it went extremely smoothly," she says. "Everybody was just available and there."

According to Patrick Hall, director of client services at CallCopy, the process took approximately five weeks, and the vendor provided an installer and trainer on site for three days, which he says is standard procedure. …

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