When the new system went live in November 2020, Brighter Super’s original assessment of the benefits of moving to RingCentral had been realised.
"When we decided, “this is how we want our IVR to be set up, these are the prompts we are looking at, this is the flexibility that we need”, nothing was too difficult for RingCentral’s Professional Services team. Anything that we wanted, RingCentral was more than happy to accommodate. The journey we are going through with RingCentral has been quite amazing," said Varma.
RingCentral’s intuitive user interface also makes it very easy to learn, to the point that the two hours Brighter Super had set aside for agent training was barely required as the team became comfortable with the new RingCentral system very quickly.
"My experience with RingCentral has been that the features and capabilities that we particularly wanted to have, have happened. A good example is our post-call surveys. If a member gives us a low score, then there is an alert that goes to all the team leaders. We listen to the call, and if we see there is coaching that needs to be provided to the consultant, we do that. We also contact the member. If the agent has done everything well, we can say to the member "We can see that we received a low score, is there anything that we can do to make it better?" There have been a number of instances where this has resulted in us improving our processes," said Varma.
This level of efficiency has been critical for Brighter Super as it rapidly scaled from managing 45,000 members to 250,000 members through the merger and acquisition process, while simultaneously scaling the volume of agents required to manage its membership growth.
RingCentral’s comprehensive reporting capabilities also ensure that Brighter Super’s CEO and Executive Leadership Team have the necessary visibility and regular updates on the grade of service that members receive through the contact centre.