While Community First had been using a stand-alone video conferencing application and was heavily reliant on email for internal communication, Irons highlighted RingCentral Team Messaging as a revelation.
“Having a more informal internal messaging service, I was actually surprised how quickly it was adopted by some teams in the business. Even before we formally rolled it out, they'd already worked it out and were using it quite heavily. In the contact centre, because we're now all working from different locations, it has helped us immensely to just keep in touch, and the benefit we found is that it's not getting lost in translation with Outlook,” he said.
“We've got all of our important communications in a single chat board. So staff go, ‘OK, I know that was posted to our direct channels chat board, but I can't exactly remember the content, I can search it, bang, there it is’. And I've found the information that I need when I need it. It’s a good complementary platform to our intranet.”
Running both the RingCentral Contact Centre agent screen and the RingCentral app, Community First’s contact centre can swap instant messages, transfer and receive calls with anyone in the organisation. And, rather than just having extensions in each of the stores, now those numbers are associated with an individual and their availability status.
RingCentral also gives Community First call recording in its stores. Previously, for certain types of transactions that required recording, the store would have to forward calls on to the contact centre, which was not a great experience for the member.
“Now that RingCentral provides all our users with the capability to call record when we need to, we have first call resolution straight away. Some of our members have banked with us for 60 years, and they only want to talk to a very particular set of staff. The fact that one of our stores can now service all of that member’s needs instead of having to pass them on for some transactions has been a big value add for us,” said Irons.
For the Community First contact centre, one of the biggest impacts from the deployment of RingCentral Contact Centre has been the visibility the new system provides, combined with RingCentral’s Workforce Optimisation Pro
module. While the organisation knew how many daily calls it received and had an FTE budget to service that, it had been very difficult to map staffing levels with call demand, and manage rostering more dynamically.
“Scheduling people’s breaks based on when we expect calls has been good; before that it was ‘just take a break now because there's no calls in the queue’. Whereas now we know that on Wednesday at 11 o'clock we’ve got room to put two people on a break, because we don't expect to get many calls through then,” said Irons.
Ultimately, improving the customer experience has been the biggest benefit from the RingCentral Contact Centre deployment.
“Our differentiator against the big four banks isn’t our products, it’s our people. Being better able to manage those demand times when our members want us is critical to our customer intimacy and service, and RingCentral’s workforce management has been instrumental to make sure that our staff are at the time and place where our members want them to be,” said Irons.