Executive Summary

For Happy Tours Travel, the goal of employee monitoring isn’t to be “Big Brother”—it is to replicate the feedback loop of high-performance sports. Specializing in the “Visiting Friends and Relatives” (VFR) market, the agency manages a complex operation with headquarters in the US and support teams working internationally. By using Teramind to review agent interactions like “game tape,” the agency has successfully eliminated digital distractions, optimized sales conversion rates, and protected their most valuable asset: their customer data.

Customer Profile

• Industry: Travel & Tourism (Specializing in the VFR Market – Hispanic immigrants in the US traveling home)
• Operations: US Headquarters with International Operations
• Workforce: Dozens of call center agents

The Challenge: Managing “The Blind Spot” in a Hybrid Model

Happy Tours Travel operates in a high-volume, high-touch environment where agents assist customers with complex international travel bookings. Managing a remote workforce across borders created significant visibility gaps that standard tools couldn’t fill.

The Limitation of Screenshots

Prior to Teramind, the company relied on a basic monitoring tool that only captured static screenshots every few minutes. This approach created a “context vacuum.” If a booking error occurred or a conversion rate dropped, management had no way to see the process the agent followed—they only saw the result.

The “Black Box” of Productivity

Without continuous visibility, operational inefficiencies went unnoticed:

• Digital Distractions: Agents were frequently found browsing non-work sites, such as checking sports scores on ESPN, or treating internal communication tools like social media.
• Adoption Resistance: When the company rolled out new software or competitive fare-finding tools, it was difficult to verify if agents were actually using them or sticking to old habits, leading to missed sales opportunities.

“The goal is knowing: What are my agents doing? And is that where I want them to spend their time?” — Imer Vigil, Founder

The Solution: Teramind as “Game Tape”

The agency deployed Teramind across ~90% of the company to achieve comprehensive operational clarity. However, their deployment strategy focused on coaching rather than policing.

1. The “Sports Coach” Methodology

Imer views his role similarly to a sports coach who needs to watch film to help athletes improve.

• The Process: Management uses the session recording features to “play back the tape” of agent interactions.
• The Benefit: This allows them to listen to the audio while watching the screen to see exactly how an agent navigated a call.

2. Forensic Troubleshooting

Teramind became the primary tool for resolving errors. If a passenger complained or an airline ticket contained a mistake, management could backtrack to the exact moment the error occurred.

• Root Cause Analysis: They could see if the agent misheard the client or simply mistyped data, transforming a “he-said, she-said” situation into an objective review.

3. Validating Tool Usage

To improve sales performance, the agency uses Teramind to ensure agents are utilizing all available resources.

• The Scenario: If an agent has a low conversion rate despite high lead volume, managers review the footage to see if the agent is failing to use specific competitive pricing tools that help close deals.
• The Fix: This insight allows for targeted retraining on specific software features rather than generic sales coaching.

Key Outcomes & Success Stories

Culture Change: The End of “Browsing”

The mere presence of Teramind fostered a culture of accountability. Previously, browsing the internet for personal entertainment was a common issue.

• The Shift: Imer noted that once agents knew their active screens were visible, time-wasting behaviors like checking sports stats “completely went away.”
• Slack Discipline: The tool also helped differentiate between teams. While the support team requires Slack for their workflow, sales agents were using it to socialize. Teramind reporting highlighted this discrepancy, allowing management to curb excessive chatting among sales staff.

Revenue Clarity

While hard to attribute revenue solely to one tool, Imer credits Teramind as “essential” to the company’s growth since 2019. By correlating low conversion rates with specific on-screen behaviors, the company can quickly identify if an employee is a bad fit or simply needs help—optimizing the overall performance of the sales floor.

Looking Ahead: Securing the “Crown Jewels”

With productivity workflows established, Happy Tours Travel is now shifting focus to Data Loss Prevention (DLP).

For a service company, the customer list is the business.

“My database is everything… We have a bunch of desks and computers… that’s maybe worth tens of thousands. But my database is everything.” — Imer Vigil, Founder

The agency is currently stress-testing Teramind’s DLP rules to prevent:

• Mass Downloads: Detecting if an agent attempts to export or download the entire CRM database.
• Credit Card Mishandling: Ensuring credit card numbers are entered directly into encrypted payment gateways (Authorize.net) and never saved in unsecure notepads or Word documents.

The Verdict

Happy Tours Travel rates Teramind as an essential asset for any entrepreneur scaling a remote team. For Imer, the value lies in the peace of mind that comes from visibility.

“It’s like a bank robbery…You don’t install a security alarm and say, ‘Well, I didn’t have a robbery this week, so I don’t need it.’… I’d like to see how well that works for them.” — Imer Vigil, Founder