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

Devonport City Council tracks 100% of calls with Dubber

Devonport City Council, serving a community of 26,000 in Tasmania, needed a way to gain insights into customer satisfaction and improve its call center operations. The council's team of seven agents handled a wide variety of queries but lacked concrete data on call volume or customer sentiment. They turned to their vendor, Dubber, and its call recording and voice AI service to find a solution without resorting to post-call surveys.

By implementing Dubber's solution, the council gained the ability to record, transcribe, and analyze the sentiment of every call. This allowed for improved staff training through targeted feedback and helped refine data collection questions for other departments. The primary results included a more structured training program and the ability to instantly monitor customer satisfaction levels. Dubber provided the tools for managers to get an instant overview of call metrics and customer responses.

Devonport City Council