Archerfield Airport situated in South East Queensland being a part of the Brisbane CBD. It is introducing a new airport charging system and has a requirement to record all pilot broadcasts in the local area to the airport.

Prior to discovering Electrodata's products, Richard Kent, Airport General Manager, had to resort to the use of conventional cassette sound recorders. These were cumbersome due to the high number of messages, lacked reliability and the need to determine the time of a recording.

Richard's problems were very neatly solved after he visited Electrodata's web site and downloaded Quiklog 2000, the single channel instant recall recorder .

He quickly got it operational and has since been logging up to 800 transmissions per day. Since it uses open standards, the recordings of Quiklog are readily replayed on any PC. This has proven to be very useful when a customer queries a charge, the transmission can be replayed instantly or even sent by e-mail for their own perusal.

Richard said of Electrodata and its Quiklog product,

"Until I became aware of Electrodata's product, I faced a real up hill battle to get our new charging system in place. Since installing Quiklog, it has simplified our process. I use a freeware player to replay messages off site and enter data such as aircraft call sign directly into our accounting package".

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 Award < 50 seats catogory Call Centre Award

Ace answering services is a 30 year old establishment fulfilling the needs of business ranging from tradsmen to multinational companies. Operating a “’follow the sun’’ call centre 24/7 and staffed with Australian personnel prides themselves in providing tailored solutions regardless or your requirements.

Examples are: Making appointments or event bookings, A/H maintenance Calls, Order Entry Service, Complaints, Company information, Information Lines, Help and queries lines, Emergency response call our and more...

Their flexibility to customise a solution allows Ace to minimise clients outlay by either employing their own digital technology or using their clients provided systems. They pride themselves by transmitting messages nationally or internationally via fax, text message, email and voice. Given the nature of information the public requires from drug, food and pharmecutical companies Ace elected implement a quality control process to prove and deliver to these vital clients samples of communications , and as a result they were entrusted with additional services. After researching the market Ace elected to acquire the Electrodata system, the decision was based primarily based on these factors;

Electrodata is a self contained unit therefore independent of our Servers. We saw this as a plus in keeping this data separate from the company's other Systems. Secondly, we needed to have large memory capacity and a low maintenance set and forget system. We were also attracted to the user friendly interface and the ease of locating and emailing voice recordings. These, combined with price competitiveness has paid dividends for us.

Since installing Electrodata we were able to back track using Electrodata to retrieve voice data when a important customer's data entry system interface failed. We have also used this system many times to verify phone numbers and address confirmations.

The Receptionists actually like to know they are being recorded as they know it helps them in certain situations and it has also improved their communication awareness. This system is certainly a plus in improving customer relations and is essential in our quality assurance drive.

The Managing Director Rodger Spencer states "I can’t believe how I managed without it, I can now provide evidence to my key clients of transmission where some personnel stated ‘’Ï did not get the call" (Considering the value of some), Getting copies of conversations to clients to fulfil performance bonus’s and also provide stats on productivity levels to staff the call centre accordingly. The biggest plus is the fast resolution of disputes and the ability to also spot improvement opportunities for the staff. In concluding

"I DON’T KNOW HOW I MANAGED WITHOUT BEFORE"