Voice recording helps Australian Refrigeration Council understand & improve customer relationships

The Australian Refrigeration Council turned to Dubber for better staff training, to monitor the quality of contact centre calls and collect the evidence it needs to deal with abusive calls.

The ARC operates a call centre where employees help tradespeople and other specialists apply for new licences and renew existing licences. It’s the main point of contact for the organisation.

IT operations manager Andrew Growcott says at first the ARC deployed Dubber call recording in the Melbourne-based call centre. There’s a team of about 18 staff who handle around 1100 calls each week. They wanted recordings to track the quality of customer interactions and also to help deal with abusive calls when they happened.