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Case Study: Laminex

Supplier: Electrodata Pty Ltd
03 August, 2011

The Laminex Group's Customer Service Centre currently manages 1500 inbound and outbound telephone contacts per day.

To improve their customer service process, Laminex has partnered with Electrodata to supply a call recording package which best suits their business needs. They randomly monitor calls for quality assurance and training purposes, to ensure staff are complying with company policy and procedure, as well as providing a high level of service to customers.

"After considering several vendors, we chose the Electrodata 'Advantage' recorder and 'Classic' server, as it was a cost effective solution with all the features we required, as well as being easy to install and implement," said Giselle Atgiaras, Customer Service Manager. "The positive results have been instantaneous."

Cecil Triegaardt, Electrodata BDM, Southern Region, worked closely with Laminex to develop this solution.

"Laminex are now achieving a greater level of efficiency and effectiveness during monitoring sessions. The Management team and CSR's simultaneously listen to recordings and objectively critique the calls, agreeing on any improvements that could be made for next time," Triegaardt says.

Atgiaras went on to say, "The system is very simple to navigate and use. Any disputes regarding goods supplied to customers and the accuracy of our orders can be resolved instantly, simply by finding the call and verifying what the customer asked for."

"In many instances, the system is generating revenue as we can apply any penalties and fees to customers for incorrect orders with 100% confidence.

"At first Laminex staff were wary of the 'big brother' aspect of the system, but Electrodata's capacity to include a do not record option on their telephone keypad means the agent's privacy is maintained. This also retains the compliance with call monitoring legislation.

"Overall the implementation of the Electrodata call recording system has been a very positive result for the Laminex Group," Atgiaras affirmed.

The LAMINEX Group recently won the 2005 Australian Teleservices Call Centre Award (under 50 seats category).