{"id":9886,"date":"2020-05-22T10:18:33","date_gmt":"2020-05-22T09:18:33","guid":{"rendered":"\/gb\/en\/blog\/?p=9886"},"modified":"2023-01-16T17:04:42","modified_gmt":"2023-01-16T17:04:42","slug":"cloud-contact-centre-quick-response","status":"publish","type":"post","link":"\/gb\/en\/blog\/cloud-contact-centre-quick-response\/","title":{"rendered":"How Cloud Contact Centre Enables Quick Response"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Using a cloud-based contact centre can be great during the good times, but during the difficult times it\u2019s invaluable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is the message from Alan Garratt, Head of Operations at <a href=\"https:\/\/www.arco.co.uk\/\" target=\"_blank\" rel=\"noopener noreferrer\">Arco<\/a>. In an interview conducted by Rob Scott from UC Today during RingCentral&#8217;s virtual CC Expo event, Alan explained the critical unforeseen benefits a <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">cloud contact centre<\/a> has brought to the business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Arco is a fourth generation family-owned business that has grown to become a leader in health and safety and is the leading supplier of personal protective equipment (PPE) in the UK. In 2019 Arco transitioned from a legacy on-site contact centre to a cloud-based system. In a <\/span><a href=\"https:\/\/youtu.be\/5C6hORPrefs\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">video clip from last year<\/span><\/a><span style=\"font-weight: 400;\"> Sacha Redman, Director of <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">Customer Experience<\/a>, explains how important it was to unify the company\u2019s customer service delivery by connecting its multiple contact centre sites.<\/span><\/p>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d333605bd32\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/CX-Covid-offer.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">FREE contact centre seat licences to get your agents working from home.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"Click for more details\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/lp\/covid19-cx-offer.html\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"FREE contact centre seat licences to get your agents working from home.\"\r\n\t\t\t\t\tdata-dl-name=\"FREE contact centre seat licences to get your agents working from home. | Apply today\">Apply today<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<p><span style=\"font-weight: 400;\">Adopting a cloud-based contact centre allowed Arco to deliver a more enhanced customer experience to meet the expectations of national customers dealing with multiple Arco customer service points. Moving to RingCentral Contact Centre also gave the customer engagement team valuable insights into customer dispositions and needs, which could then be suitably addressed by using the platform\u2019s workforce management capability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The move to a new contact centre technology assisted in the creation of a new company culture, with greater transparency, and the opportunity to develop and adopt new ways of working to match the scale of Arco\u2019s operation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fast forward to March 2020, and the introduction of isolation measures in the UK meant contact centres up and down the country had to figure out how to maintain operations outside of closed office buildings.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Reliance on a cloud platform was what enabled Arco to send its 200 contact centre agents to work from home as soon as lockdown measures came into place. As Arco is taking huge numbers of contracts for PPE from the NHS and emergency services as well as food producers and supermarkets, The company\u2019s cloud-based contact centre has proved critical to maintaining customer contact and meeting demand throughout the pandemic.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As Alan describes in the interview, there was no way Arco could not keep working; thankfully, RingCentral\u2019s cloud-based technology has fundamentally allowed them to do just that. \u201cThe biggest success story for us is the transformation of our customer engagement centre from entirely office-based to entirely home-based,\u201d says Alan.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Alan explains the company would never have imagined the scenario just a few months ago; it was without a disaster recovery plan covering anything near the scale of the coronavirus pandemic, and the vast majority of colleagues were relying on desktop computers rather than laptops. However, in the space of pretty much 10 working days the company was able to prepare its entire customer engagement workforce for remote working, thanks to the flexibility provided by using a cloud solution.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The ability to move seamlessly from entirely office-based to entirely home-based has opened the leadership\u2019s eyes \u2013 not only in terms of the capability of the technology they are using, but also in terms of forming their strategy for the customer engagement centre. Arco is now actively looking at having a core of 20 colleagues home-based at any one time.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Interview in full<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019d like to hear Arco\u2019s story in detail, you can watch the full interview here:<\/span><\/p>\n<div class=\"rc-responsive-embed\"><iframe title=\"Customer Story: Arco UK | RingCentral Contact Centre\" width=\"840\" height=\"473\" src=\"https:\/\/www.youtube.com\/embed\/clQJ7kaJ7Ko?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div>\n<p class=\"uc-expo-cta-2 text-center IId-bottom-banner-144903516 CId-bottom-banner-1098205596\"><span style=\"font-size: 24px; line-height: 30px;\">You can now get <strong>free<\/strong> contact centre seat licences to help get your agents working from home.<\/span><span class=\"text-center\" style=\"display: block;\" data-dtm-element=\"button\" data-dtm-context=\"bottom-cta\" data-dtm-additional-info=\"Apply today\"><a class=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\" title=\"Apply today\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/lp\/covid19-cx-offer.html\" target=\"_blank\" rel=\"noopener noreferrer\" data-dtm-name=\"Bottom CTA\">Apply today<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Using a cloud-based contact centre can be great during the good times, but during the difficult times it\u2019s invaluable. This is the message from Alan Garratt, Head of Operations at &hellip; <a href=\"\/gb\/en\/blog\/cloud-contact-centre-quick-response\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;How Cloud Contact Centre Enables Quick Response&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":9887,"comment_status":"open","ping_status":"closed","sticky":false,"template":"single-content-hub.php","format":"standard","meta":{"footnotes":""},"categories":[15,10],"tags":[74,24,163,157,164,122,39,126],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Cloud Contact Centre Enables Quick Response | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"Using a cloud-based contact centre can be great during the good times, but during the difficult times it\u2019s invaluable.This is the message from Alan Garratt.\" \/>\n<meta name=\"robots\" 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