OAISYS Succes Story: Tax Saver Plan

Our Customers Speak
for Our Solutions
OAISYS Success Story: Tax Saver Plan
Tax Saver Plan, a privately held company headquartered in Dallas, Texas with 35 employees, offers a wide array of
reimbursement account administrative services and also provides full-service third-party COBRA administration. Tax Saver
Plan is focused on customization, flexibility, and—most importantly—excellent customer service. At Tax Saver Plan, their goal
is to exceed each and every client’s expectations.
The Challenge
Tax Saver Plan needed a way to reinforce their
commitment to customer service to their clients and their
employees.
They pride themselves on delivering
superior customer service, and wanted internal controls
on service levels while also having a way to demonstrate
to their clients that they take customer service very
seriously. They compete with much larger companies
and they strive to differentiate themselves through
exemplary customer service.
The team leaders at Tax Saver Plan were spending a
significant amount of time listening to their agents’ live
calls throughout the day. Their agents handle anywhere
between 50 to 100 calls per day. Managers would
choose random calls to monitor to better ensure their
agents were providing the quality care their customers
expected.
“Often times the calls would be short calls without any
substance,” said Aaron Brionez, Tax Saver Plan Customer
Service Manager. “It was difficult for the managers to
validate their agents’ customer service skills based on
these unqualified calls.” Tax Saver Plan needed a way to
improve this process with a goal of improving customer
service and employee satisfaction.
About OAISYS Solutions
Talkument® personal voice documentation and
collaboration software utilizes patent-pending OAISYS
Portable Voice Documentation (PVD™) technology to
create digital media documents from business
telephone calls, making them available to organize,
retrieve, play back, annotate and share as needed. It
provides company-wide control over risk management,
quality assurance, customer retention, dispute
resolution and other critical business concerns.
Tracer is the industry’s leading call recording solution for
contact centers. Tracer also leverages OAISYS PVD
technology paired with advanced contact center
management
features,
including
customizable
employee performance evaluations, live and auto call
monitoring, quality and resource utilization reporting
and synchronized desktop video recording capabilities.
The Solution
Tax Saver Plan turned to Radcom Technologies, Inc. to
upgrade their existing Toshiba phone system to the Toshiba
Strata® CIX™ platform. Radcom, located in Dallas, Texas,
has been an Authorized Toshiba Dealer since 1993 and an
Authorized OAISYS Channel Partner since 2003. Radcom
recommended the OAISYS Tracer call recording solution to
address Tax Saver Plan’s quality control needs.
Tracer records all of Tax Saver Plan’s agents’ incoming and
outgoing phone calls and makes them accessible for
instant playback. Tax Saver Plan team leaders use OAISYS
advanced search capability to build search folders for each
agent. These folders are automatically populated with
phone calls to and from the agent. The team leaders then
look at the call details and decide which ones to listen to.
They filter out any short duration calls and focus on calls
that most likely have substance. They review the recorded
conversation and grade the agent’s performance. Team
leaders can even listen to the call with their employee at
their convenience. They fast forward and rewind to key
points in the call and play them over again. According to
Brionez, “The solution is perfect for us. We can go back to
our library of service calls and if a client has a question
about a call that took place yesterday, last week, or last
month, we have it at our fingertips.”
Tax Saver Plan needed a call recording solution that would
be flexible enough to allow them to exclude call recordings
for a few extensions. They didn’t want to capture all calls
across the board due to the sensitive nature of some
interactions. Tracer allows them to record selectively. Via
the tight integration with the Toshiba CIX, Tax Saver Plan
was able to set up a do not record list based on extension.
Key Benefit #1: Enhanced Customer Service
When the employees at Tax Saver Plan review their calls with
their team leaders they are able to recognize their successes
and areas in which they can improve. Before OAISYS,
employees had to rely on their memory of a phone call.
Brionez said, “It was unexpected, but employees like
knowing all of their calls are recorded. It has really ramped
up their game.”
Key Benefit #2: Improved Employee Satisfaction
Before implementing the OAISYS Tracer solution, team
leaders were spending a great deal of time monitoring the
wrong calls. They have freed up time they can now spend
focusing on other aspects of quality control.
Agent
satisfaction has improved as well. Agents no longer rely on
their recollection of phone calls reviewed. They are able to
review the conversation in collaboration with their team
leaders.
Key Benefit #3: More Effective Agent Training
Tax Saver Plan recognizes the value of call recordings as a
training tool. They no longer tell employees how they should
handle phone calls; they show them. Tax Saver Plan team
leaders make an effort to listen to calls occuring at different
times during the day. They are able to identify those
employees that perform better in the mornings versus those
that perform better in the afternoons. They can bring this to
the employees’ attention to help them improve their overall
performance. This ensures their employees are representing
Tax Saver Plan’s desired goal of providing exemplary
customer service at all times.
The Bottom Line
The benefits the Tracer solution brings to the table have made a huge difference in quality control at Tax Saver Plan. Brionez
recognized they have only just begun to see the rewards from the OAISYS system. He looks forward to further leveraging
the many other features offered by Tracer, including live call monitoring, custom evaluations and reports.
According to Brionez, “Anytime you’re dealing with customer service it is vital to record phone calls to ensure your
employees are providing excellent service. I would absolutely recommend the OAISYS product to anyone. OAISYS has
improved our overall business tremendously.”
To learn more about OAISYS, Talkument and Tracer, please visit
our website at www.oaisys.com or call 888.496.9040.
OAISYS
7965 South Priest Drive,
Suite #105
Tempe, AZ 85284
© OAISYS 2012. OAISYS, the OAISYS logo, Talkument
and the Talkument logo are registered trademarks of
Computer Telephony Solutions, Inc. All rights reserved.