Case Study: Camis improves agent quality and coaching efficiency with Envision Click2Coach

Camis Hikes Up Agent Quality Scores Faster, Increases Coach to Agent Ratios and Gains the Scalability It Cyclical Business Needs with Envision

Camis, a provider of reservations and point-of-sale software for parks and campgrounds across Canada, Michigan, and Washington State, faced a seasonal staffing challenge with high agent churn and the need to train and coach short-tenured contact center agents quickly. Its previous call recording and coaching tools were unreliable, making it harder for managers to spend time developing agents and maintaining service quality. Camis turned to Envision and its Click2Coach solution to support its contact centers.

With Envision Click2Coach, Camis gained immediate call feedback, improved coaching workflows, and better reporting and recording capabilities for multi-client compliance needs. The company raised its quality target from 97% to 98%, cut the time for agents to reach target performance from about two months to 1 to 1.5 months, reduced coach-to-agent ratios from 15:1 to 20:1, and improved service quality and call resolution while reducing escalations and new-hire phone training time by 50%.

Camis

Renee Bergman

Director of Reservations and Sales