Customer Success Story
AAA East Tennessee
Industry: Insurance, Emergency Road Service & Travel Booking
AAA East Tennessee is the east Tennessee regional club for AAA, the national
leader in member roadside assistance. In addition to roadside assistance
for motorists, they also offer insurance and travel booking services.
Business Challenge
The club needed a better way to train staff, particularly phone agents,
evaluate performance and resolve disputes. The Tracer call recording solution
from OAISYS was an obvious fit for all those needs.
Solution
Features that have proven particularly useful for AAA East Tennessee include:
- Agent Evaluation: Tracer's built-in agent evaluation tool lets
supervisors create customized scoring for calls as part of agents' performance
evaluation..
- Integrated Coaching: Agents, particularly new hires,
can request assistance from experienced team members while on a call.
"The coaching client lets us stay connected to (new agents) in real
time, and we can jump in and coach them through key points that they need
to mention," said Director of Automotive Services and Information Technology
Craig Horsley.
Additional benefits for the company have included:
- Dispute Resolution: AAA East Tennessee no longer has
to get involved in he said/she said disagreements with members who dispute
reservations or other services through the club.
- Ease of Configuration and Administration: Upgrading
Tracer to the latest version and on a new IP telephony communication system
was the simplest part of the club's recent upgrade process, according
to Horsley.
Regarding the value of Tracer Horsley explained, "This has been a
great product for us. When we look back over the years, we've spent money
on a lot of things, but this is one that has paid for itself a million times
over.
About Tracer
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, playback, 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
TDM systems.
