Case Studies

Laminex

The Laminex Group's Customer Service Centre currently manages 1500 inbound and outbound telephone contacts per day. To improve their customer service process, Laminex has partnered with Electrodata to supply a call recording package which best suits their business needs. They randomly monitor calls for quality assurance and training purposes, to ensure staff are complying with company policy and procedure, as well as providing a high level of service to customers.

To quote Giselle Atgiaras - Customer Service Manger,

"After considering several vendors, we chose the Electrodata 'Advantage' recorder and 'Classic' server, as it was a cost effective solution with all the features we required, as well as being easy to install and implement. The positive results have been instantaneous."

Cecil Triegaardt, Electrodata BDM, Southern Region, worked closely with Laminex to develop this solution. "Laminex are now achieving a greater level of efficiency and effectiveness during monitoring sessions. The Management team and CSR's simultaneously listen to recordings and objectively critique the calls, agreeing on any improvements that could be made for next time". Cecil says.

Giselle went on to say,

"The system is very simple to navigate and use. Any disputes regarding goods supplied to customers and the accuracy of our orders can be resolved instantly, simply by finding the call and verifying what the customer asked for. In many instances, the system is generating revenue as we can apply any penalties and fees to customers for incorrect orders with 100% confidence.

"At first Laminex staff were wary of the 'big brother' aspect of the system, but Electrodata's capacity to include a do not record option on their telephone keypad means the agent's privacy is maintained. This also retains the compliance with call monitoring legislation.

"Overall the implementation of the Electrodata call recording system has been a very positive result for the Laminex Group",

Giselle affirmed.

The LAMINEX Group recently won the 2005 Australian Teleservices Call Centre Award (under 50 seats category).

Rinnai Australia

Following Rinnai's international origins dating back more than 80 years, Rinnai Australia was established in 1971 and since then has been providing Australians with the best solutions to their gas appliance needs. Rinnai Australia has the world's most advanced heating systems and, as always, our pursuit is to provide you with the most energy efficient, advanced products for your needs.

To parallel with this desire in providing quality products to customers, Rinnai believes in deploying the best of breed in technology together with skilled personnel to offer equally good after sales service and support. Combined with 1900 retail trade stores and resellers across the country, comprising of 40 agents and 8 experienced technical support staff, Rinnai stands ready to answer a range of questions, ensuring the smooth operation of their entire product range.

Utilizing an Ericsson voice platform with CCS call centre analytics, Rinnai also uses the Electrodata Voice recorder to ensure all communications are conducted with the utmost professionalism. It has the ability to verify information along with all associated data. Acting as a true witness to the transactions, all dealer purchases made telephonically are recorded and kept as proof of purchase, resulting in a legal transaction.

Sharon Thornton (National Call Centre Manager) states:

"We have used Electrodata Voice recording as a training tool for everyone, which has been fantastic especially for our new staff to learn about our product and customers. Recording all calls is also a safeguard for our clients and certainly helps sort out quickly any queries or complaints. The recording is played back to the customer to quickly settle any dispute. Training the team is vital and having the staff listen to themselves, takes away any guessing if the job is actually being carried out correctly and if scripting is also being used".

Avalon Airport at a Glance

Avalon Airport is located approximately 40 minutes from the Melbourne CBD and 15 minutes from Geelong, Victoria's second largest city. It was specifically built to cater for the growing number of passengers seeking competitive airfares.

Since taking over Avalon Airport, Linfox has invested many millions in upgrading the airport's facilities and infrastructure, with voice recording playing a major role in the management of local and international flights. Although outsourcing was an option, for Avalon's Administration Manager, George Tourlotos, he was mindful of recouping all take off and landing charges and decided an in-house recorder was necessary to confirm pilot to ground control interchanges, especially considering the differing accents of pilots as well as transmission noises.

"When assessing voice recorders, we found the Electrodata Recorder fulfilled all our needs and more. With the options available, ease of use and training provided it has streamlined our operations. We can understand accents better, process invoices faster and bank our money sooner", George Tourlotos confirmed.