When Brightway deployed RingCentral MVP™ and RingCentral Contact Center™ at its home office, the company for the first time had data-supported visibility into what was happening at its call center. This led to a startling discovery.
“We assumed our challenges with handling all of the inbound policyholder calls stemmed from us not having enough staff at our call center,” says Baker. “But when we examined the call reports from RingCentral Contact Center, we realized the issue was more about not getting callers to the right experts. Insurance laws differ by state, which means policies differ by state. So unless we could match a caller to an in-house agent with the right regional knowledge, we’d have a problem. Once we were able to identify this as the issue, we started using Contact Center to direct policy calls to the right people.”
“This was a game changer for several reasons,” Baker explains. “First, because we learned the problem wasn’t simply headcount, we didn’t need to invest in a massive new call center, which might have cost us hundreds of thousands of dollars and required hiring dozens of in-house agents. Second, because these call reports helped us pinpoint the problem as a need for more region-specific knowledge, we were able to hire just a handful of expert agents in different states and allow them to take calls from home, which RingCentral makes so easy.”
RingCentral’s omnichannel solution gave Brightway another tool to make its operations run more effectively. “Because RingCentral MVP includes the RingCentral Video team messaging platform,” says Baker, “we’ve also set up region-specific RingCentral Video teams, so remote agents and staff at the home office can pop into the right RingCentral Video team and ask for expert help. Team messaging at the core of our RingCentral solution helps our communications run more smoothly and also keeps us better connected and feeling more like a team—even though our agents are geographically scattered. Plus, it allows us to better serve our customers.”
In addition, with the RingCentral Pulse™ solution, RingCentral Video teams can be notified of different conditions in the contact center, such as when a queue is getting more traffic than expected, notifying the proper stakeholders immediately so they can take action to address changing conditions before they become significant issues.