Booking Reservations Without Reservation.

The article focuses on the adoption of Aspect Software's Quality Management call recording program by Reservation Center. The company functions as a supplemental call center for travel agencies. To address travel booking problems it previously encountered and prevent future accusations by customers, the company decided to log and record all of its calls. The system automatically tracks the next available agent and routes calls accordingly. The system allowed Reservation Center to enhance its call center operations by grading agents.