Overview
The Office Gurus (TOG) faced increasing friction in manual BPO processes and a need for scalable omnichannel solutions. By transitioning to RingCX, they implemented AVA Agent Assist, AVA Supervisor Assist, and AI Quality Management to reduce operational hurdles. These AI-first tools allowed the team to handle 27% more calls with the same staffing levels, significantly boosting productivity. Moving forward, TOG plans to deploy AI Interaction Analytics to further refine the global customer experience and sentiment tracking.
Being able to offer our clients an enterprise solution as robust as RingCX is a true differentiator and allows us to provide support solutions that they couldn’t provide on their own.
Jaimie Bell
Vice President of Client Solutions
About our customer
A leading business process outsourcing company, The Office Gurus (TOG) operates contact centers in the US, El Salvador, Belize, the Dominican Republic, and Jamaica, offering fully customized inbound and outbound omnichannel solutions for businesses in any industry. With thousands of highly skilled support and sales agents available to connect with clients’ customers via phone, chat, email, and text, TOG has won numerous industry accolades for its full-service outsourcing solutions, including Nearshore Americas naming TOG the 2022 Nearshore Company of the Year and Lawyer International naming TOG the “Best Business Outsourcing Provider,” on its Legal 100 Awards list.
The challenge: Manual process fatigue and the hurdle of agent attrition
For a high-volume BPO like The Office Gurus, the primary obstacle was the sheer amount of time simple tasks were draining away from productive agent work. This friction didn't just impact efficiency. It also created a psychological barrier for new hires entering the high-pressure environment of the contact center environment. The Office Gurus identified that the first 30 days are the most critical for agent retention, yet agents often felt isolated and lacked the confidence to handle complex client interactions without a constant human coach by their side.
