Leger Holidays (Call Recording)
Key Facts
| Industry |
Travel |
| Business need |
Fact verification |
| Xarios solution |
Call Recorder, 90-channel |
About Leger Holidays
Established in 1983, Leger Holidays is a family run travel
business based in Rotherham. They give consumers the chance to see
some of the best places Europe has to offer and with an award
winning team of holiday advisors, they aim to make choosing a
holiday as easy as possible.
Whilst offering great value holidays, Leger supply consumers
with as much information as possible about their holiday and give
further insight about their tours by providing recommendations from
directors and staff who advise from personal encounter. With over
25 years experience and a dedicated team of knowledgeable staff,
Leger Holidays is an excellent option for planning a holiday
tailored to your interests.
The Challenge
Leger Holidays takes hundreds of bookings a day and occasionally
some of the details on the booking may be misunderstood by the call
agent or the customer, which can lead to a dispute. Leger required
a reliable Call Recorder that would help them substantiate customer
feedback and verify the raw facts.
If information on the confirmation letter does not match what
the customer recalls discussing with the agent, they can play the
call back or email the call to the customer and find out exactly
what was said. Leger Holidays would also use the Call Recorder as a
training tool and to track calls of reservations and customer
service staff.
The Xarios Solution
Xarios provided Leger Holidays with an Enterprise 90 channel
Call Recorder. This version of the Xarios Call Recorder enables a
quick and easy recovery of telephone conversations when a dispute
occurs which can help improve customer service by promptly getting
to the root cause of a complaint and resolving it. In some cases it
can result in the direct avoidance of refunds and compensation in
cases where Leger holidays were proved to be right.
"It is really useful for me to use as evidence when I am faced
with a legal case."
Lisa Coulby, Leger Holidays
The Call Recorder can also be used as part of the quality
control and staff review process which will ultimately contribute
to reducing the amount of disputes that may develop.
What makes Xarios different?
In order for the implementation of the Xarios Call Recorder to
run smoothly, the Xarios team collaborated with Web Applications UK
to integrate the Xarios Call Recorder software with Webapps
Traveller, the reservations system that Leger uses.
They also made it possible to update the Call Recorder database
with up to five fields of data associated with the booking
reference number for the customer's booking. Without the Xarios
software collaboration with Webapps and the very close integration
with the Mitel telephone system that Xarios has, these key features
would not be possible.
"As it's a compensation culture amongst the customers, it means
I can verify facts rather than relying on guesswork. It's proved to
save us a lot of money and it certainly pays for itself."
Lisa Coulby, Leger Holidays