Case Study: Australian Refrigeration Council improves customer interactions with Dubber call recording

Voice recording helps Australian Refrigeration Council understand & improve customer relationships

The Australian Refrigeration Council (ARC) faced challenges in monitoring the quality of its call centre interactions and effectively handling abusive calls from customers. Without a recording solution, their process for staff training and incident management was inconsistent. They turned to vendor Dubber to implement its call recording and Voice AI service on their existing Telstra TIPT system.

Dubber provided a solution that enabled the recording and transcription of all calls for 34 staff, both in-office and remote. This gave team leaders visibility to coach staff, improve training with actual call examples, and effectively manage abusive calls by providing evidence for follow-up. The implementation by Dubber helped ARC understand and significantly improve its customer interactions.

ARC

Andrew Growcott

IT Operations Manager