Case Study: Devonport City Council achieves instant customer satisfaction insights with Dubber

Devonport City Council gets instant customer satisfaction insights with Dubber

Devonport City Council needed to understand customer satisfaction at its call center but lacked hard data, relying only on anecdotal evidence. They also did not have any statistics on call volume or peak times. The council chose not to use post-call surveys and sought a solution from their telecom provider, which led them to the vendor Dubber.

Dubber was deployed on the Telstra TIPT service to record all calls and provide voice AI analytics, including instant call transcription and sentiment measurement. This allowed the council to immediately gauge caller satisfaction, identify calls for closer review, and use recordings for staff training. The solution provided the council with its first measurable insights, revealing a call sentiment breakdown of 50% positive, 12% neutral, and 38% negative.

Devonport City Council

Danielle Harvey

Customer Services Coordinator