Case Studies

Over the years, we've been told of many reasons why customers are grateful for Telephone Call Logging and we've given you a summary of some of them. By clicking on one of the words below, you can limit the content by your particular interest area:  

All | Traffic | Tariff | Perform | Cost | Legal | Fraud

How Telephone Call Logging can help with Voice Recording Compliance

Problem: The customer had three data sources that needed to be checked for proper voice recording compliance. Dealerboard configuration of the traders and their respective private wires/connections, this includes pre-set diversions and button configuration; Active Directory containing the organisational structure and cost centres; External database which contained additional trader information including whether they should be set-up for recordin…

Insufficient Lines

One company kept receiving complaints that their clients couldn’t get through but they didn’t really understand why. They felt that they had sufficient lines for the traffic and their sales desk were not always on the telephone.   However, as soon as LUMBERJACK was installed, it was clear that their telephone switch had been set-up in such a way that their telephone lines had been configured to prioritise outgoing calls rather than incoming. Ther…

Fraud 1

When purchasing our software, one company kept receiving a high volume of calls to a specific number but didn’t understand what they were or who was making them.   Once installed, it was clear that an ex-employee had set their telephone up on divert to his new business number. Giving his DDI number out as a number within a large prestigous organisation was better than giving out a new number. Furthermore, our client was not only paying the cost f…

Fraud 2

During one installation, we noticed lots of calls to premium rate numbers. These calls were being made by an extension number that was outside the extension range and were always calls coming in and then going out on lines. With further investigation, it turned out that a switch engineer had set himself up as a business with a premium rate service, callers would call in on a local London number and then our customer was paying the cost of the cal…

Fraud 3

One of our International customers were informed that they had an unusual pattern of international dialling on one of their sites and it was suspected to be fraudulent use.   As this customer uses the RETRIEVER outsourcing service, we ran a report to show the path the suspected international calls were taking through the system. This was a simple ‘dialled number matches’ filter on a report showing all parties involved in the call. It was suspecte…

Legal

Over the years we’ve had a number of customers who have needed to prove that a phone call has been made, or that somebody was at the desk. As all our call data is saved in its raw format we have always been able to provide the ‘legal’ copy of the phone call to prove that a call has or has not been made, or whether somebody was at their desk or not. One rather grizzly occasion was when an employee was accused of murder. It was a random hideous act…

Tariff 1

With all the traffic put through your tariff providers, most companies have specially negotiated tariff rates which are appropriate to their calls.   Experience has shown that on some occasions, these negotiated tariffs are not always passed to the tariff companys’ finance department. On one occasion, this made the difference to calls to the USA which mounted to £60,000 per month. This had been over charged for two years and it was only when they…

Tariff 2

One company approached us as they kept receiving their telephone bill with thousands of pounds of calls made to pornographic international dialled numbers. They were an international company and didn’t want to blanket ban all international dialled calls, but they also didn’t want the cost of these calls.   They installed LUMBERJACK without warning their staff, and within a couple of hours, it was clear who was making the calls as they set-up real…

Performance

One of our Utility Operator Supervisors felt that they did not have sufficient staff members to answer the sheer volume of calls.   By generating daily, weekly and monthly Telephone Call Logging reports, the Supervisor was able to prove the volume of calls, the busy times (including the busy hour over a month), the time to answer, queuing delays and abandoned calls. With this evidence, they put together a strong case to the management to recruit …