Outbound Call Center Featured Article
CallCopy Helps Elderhostel Boost Employee Performance and Customer Service
September 24, 2008
Elderhostel, the world's largest not-for-profit educational travel organization for older adults, has deployed CallCopy's (News
) call recording and desktop screen capture solution. By using CallCopy's cc: Voice and cc: Screen solutions, Elderhostel is looking to record 100 percent of all inbound and outbound calls.
cc: Voice and cc: Screen are part of CallCopy's cc: Discover suite of contact center solutions. Allowing Elderhostel to easily search, find and review calls for quality monitoring, sales and third-party verification, dispute resolution and as a coaching and training aid, cc: Voice records 100 percent of all inbound and outbound calls. Elderhostel will also get total control on what to record or restrict, such as parts of calls containing sensitive credit card information with this application.
Offering sales, operations and support for the non-profit organization, Elderhostel's call center employs 65 agents who manage between 30,000 and 45,000 inbound and outbound calls per month. Elderhostel now gets a comprehensive recording, monitoring and screen capturing solution from CallCopy monitor agent performance and capture customer feedback.
CallCopy says the company supports Elderhostel in its effort to maintain an exceptional, customer-focused call center. A high-quality recording of calls and on-demand screen captures are highly valued resources that can have great results on a number of areas of the call center. According to CallCopy, its services are producing tremendous results for call centers across the country.
“In addition to meeting our operations and technology needs, because of CallCopy, we are doing better at everything from hiring and managing, to training and evaluations," said Paula Burke, associate vice president of participant services for Elderhostel. "We now have the data we need to help better train our agents and give effective, constructive feedback to help them raise their performance scores, which since we deployed CallCopy, have continued to improve. We are also now better equipped to deal with customer challenges and to make informed, on-the-fly changes to our approach to customer service.”
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Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju's articles, please visit his columnist page.
Edited by Mae Kowalke