Case Study: Telco Services Australia achieves real-time productivity and increased sales with Dundas

Telco Services Australia - Customer Case Study

Telco Services Australia (TSA), one of Australia’s largest providers of outsourced telemarketing, sales and marketing support, was processing roughly 500,000 call transactions per month and needed a way to turn that transactional data into simple, accessible, meaningful reports. Their existing “report console” of static spreadsheets produced only end-of-day snapshots and required repeated manual effort, leaving managers without timely insight to coach agents or influence performance.

TSA engaged Dundas Professional Services to build interactive dashboards and advise on the right metrics and visualizations; the solution delivers near real-time refresh (hourly and configurable to minutes), mobile access, rapid deployment and easy integration. The dashboards became the primary tool for agents and managers, enabling on-demand reporting, faster coaching, higher productivity and increased sales, while freeing managers from report generation so they can focus on performance improvements and strategic use across the organization.

Telco Services Australia

Charles Broeckx

Corporate Services Manager