Reservation Center Adopts Call Recording

By Susan J. Campbell

TMCnet Contributing Editor

 

In voice recording, nowhere is it quite as effective as it is in the call center that is seeking to improve quality, training and customer-agent interactions. The Reservation Center, Inc., a provider of 24/7 call center services to the travel industry, is set to enhance its quality control standards and agent training this month by implementing state-of-the-art digital voice recording software to capture all client-agent phone transactions.

 

"Investing in Aspect Quality Management recording software is part of our initiative to achieve a 100% satisfaction level among our travel agency subscribers and their clientele," stated Dic Marxen, president and CEO of Reservation Center, in a Monday statement.

 

Aspect Quality Management software is designed to reduce labor costs, streamline staff training and maintain comprehensive customer data. The software will help Reservation Center synchronize its nationwide network of people and processes to achieve optimal performance of the call center.

Reservation Center will enjoy smooth recording of all calls, as well as easily retrievable data from a secure data storage system. The company will be better able to support accurate and amicable dispute resolution when needed. Through the minimization of agent error, the company will be better equipped to control operation costs and remain competitive in its pricing.

 

"Our technology upgrade with Aspect Software (News - Alert) will contribute to overall savings that in turn will be shared with our subscribers," said Jim Day, chief operating officer of Reservation Center, in Monday’s statement.

"Enhancing agent training is another key benefit that will result from our use of the new digital recording tool," added Day. "More efficient training accommodated by 100% call recording will contribute to a higher standard of customer care in all our future business."

 

As a provider of 24/7 call center services, Reservation Center provides inbound call services to the travel agent community, enabling travel agency clients to outsource their after-hours and overflow calls. The company offers such services as CallTrak online activity reporting, emailed itineraries, custom answering for Personal Touch 800-numbers, and ROAM online ticket monitoring.

Aspect Software is positioned as the world’s largest contact center company focused on Internet Protocol and traditional voice-based products for customer service, collections and sales and telemarketing business processes.

Reservation Center is likely to see much benefit from implementing this effective call recording solution. It will enable management to gain a better understanding of actual agent performance as well as customer perception. By capturing this information, it can then be used to improve processes and design training that is specific to each agent’s strengths and weaknesses. The end result will be a better performing call center and more satisfied customers.