Case Study: MLT Vacations improves coaching efficiency and service levels with Envision Click2Coach

MLT Vacations - Customer Case Study

MLT Vacations, a major U.S. travel company based in Atlanta with a large operations center in Minot, North Dakota, needed a better way to manage coaching for its reservations sales and service team. Before Envision, supervisors relied on a slow, manual process to splice and review calls, which often meant feedback arrived weeks after the interaction and coaching was no longer timely.

Envision implemented Click2Coach®, giving MLT the ability to record 50% of calls instead of 30%, review calls within hours, and use screen capture plus call data to create stronger coaching and training materials. The result was more efficient coaching, better service levels, and a measurable lift in revenue per booking, with Envision helping MLT move from reactive to strategic performance management.

MLT Vacations

Renee Bergman

Director of Reservations and Sales