Canada-based Techno-X Group (GTX) is a pioneer in the Internet of Things (IoT) space. The company has been creating new technologies for connecting devices to the internet since 2016. The tech innovator is also credited with developing the first cellular-enabled mobile security cameras and a range of internet-connected devices for hunting and outdoor activities.
By 2020, GTX Global had sold millions of IoT products across more than 45 countries. But as you can imagine, the customer service calls the company receives are often quite technical in nature. So, after years of outsourcing its support operation to third-party call centers, GTX decided to bring its customer service function in-house.
After thoroughly researching the telecommunications industry for call center software, the company found RingCentral Engage Voice: a cloud-based solution combining voice, chat, and analytics tools in a unified platform.
And when the COVID lockdowns went into effect—just a few weeks after they’d rolled out RingCentral Engage Voice—GTX’s operations team realized how smart their decision had been.
A contact center solution perfect for remote agents
After migrating to their new RingCentral cloud platform, Corporate Development VP Jean-François Boyer asked one team of customer service agents to try working their next shift from home.
“I thought it would make sense, long-term, to allow agents who met our goals for customer satisfaction and productivity to work remotely when they wanted,” Boyer explains. “For agents who needed help meeting the company’s goals, we’d have them work in the office where we could give them more supervision and guidance.”
Because RingCentral Engage Voice is entirely cloud-based, Boyer’s experiment worked perfectly. The agents were able to log in to their accounts on their laptops at home, using the RingCentral desktop app. Then they were able to add themselves to the appropriate call queues, plug in their headsets, and take customer calls right from their computers.
Also, because the Engage Voice system integrates with GTX’s Salesforce account, when agents received a new call, they could immediately view a detailed profile of the customer on their screen. This would allow them to greet the caller properly and know in advance which products the customer might be calling about.
Boyer wanted the flexibility that some of GTX’s customer service team could work remotely when appropriate. RingCentral passed that initial test. “It worked very smoothly right from the start, even with everyone still new to the RingCentral platform,” he says.
But then the lockdowns went into effect. Suddenly, GTX’s entire customer service division had to transition to remote work immediately and for the foreseeable future. RingCentral passed that test as well. As Boyer explains: “We discovered that, yes, we can have all of our agents working from home 100% of the time—without compromising the quality of our customer service.”
The experience with RingCentral Engage Voice proved so successful, both with GTX’s agents and the company’s customers, that Boyer believes GTX will continue with a largely remote customer service workforce even after the lockdowns end. “I can see us bringing our agents into the office once in a while for in-person training, and just for team-building,” he says.
“But our agents really enjoy working from home, and their productivity is at least as high as before. So, I’m confident we’re going to come out of this as a company with a highly successful remote customer service division. And I think RingCentral deserves a good deal of the credit.”
Originally published Feb 08, 2021