{"id":53265,"date":"2022-11-08T14:27:03","date_gmt":"2022-11-08T22:27:03","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=53265"},"modified":"2024-08-07T06:44:27","modified_gmt":"2024-08-07T13:44:27","slug":"ringcentral-engage-voice-helps-the-office-gurus-win-new-clients-and-saves-current-clients-millions","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentral-engage-voice-helps-the-office-gurus-win-new-clients-and-saves-current-clients-millions\/","title":{"rendered":"RingCentral Engage Voice helps The Office Gurus win new clients\u2014and saves current clients millions"},"content":{"rendered":"<h2 class=\"heading h2\"><b>Highlights:<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Exceeding KPIs: <\/b><span style=\"font-weight: 400;\">The Office Gurus leverages RingCentral Engage Voice to meet and even exceed its clients\u2019 average handle times, speed to leads, and other KPIs.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Saving money: <\/b><span style=\"font-weight: 400;\">By helping clients increase their <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> capacity and efficiency\u2014with the help of RingCentral\u2014the company is saving its clients significantly.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Training superstars: <\/b><span style=\"font-weight: 400;\">Using RingCentral\u2019s detailed reporting to monitor performance, managers can quickly identify issues and continually improve their agents\u2019 skills.<\/span><\/li>\n<\/ul>\n<h2 class=\"heading h2\"><b>A multiple-award-winning business process outsourcing company<\/b><\/h2>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.theofficegurus.com\/\" target=\"_blank\" rel=\"noopener\">The Office Gurus (TOG)<\/a> has earned a reputation as a leader in business process outsourcing solutions. Client demand for the company\u2019s customized contact center services has been so explosive, that TOG has scaled to more than 3,200 highly trained support and sales agents. The company has also expanded well beyond its Florida headquarters, adding offices in El Salvador, Belize, Jamaica, and the Dominican Republic.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The global company has also won numerous industry awards\u2014including Best Global Call Center by <\/span><i><span style=\"font-weight: 400;\">Latin America News<\/span><\/i><span style=\"font-weight: 400;\"> and Best Business Process Outsourcing Provider on the <\/span><i><span style=\"font-weight: 400;\">Lawyer International<\/span><\/i><span style=\"font-weight: 400;\"> Legal 100 list, and most recently Nearshore Company of the Year by Nearshore Americas.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/Emoji-hero.png\" class=\"responsive-image\" alt=\"With ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t><b>With RingCentral Engage Voice, This Global Provider of Outsourced Call Center Services Saves One of its Clients $3.2 Million a Year<\/b><\/span><span style=\"font-weight: 400;\"><\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Read Case Study\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/theofficegurus.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Read Case Study\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Read Case Study<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2 class=\"heading h2\"><b>RingCentral helps provide a competitive advantage\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Jaimie Bell, VP of Client Solutions, points out that The Office Gurus does not simply offer a generic menu of call and contact center services. Instead, TOG works with every client to customize an outsourcing solution to meet that business\u2019s unique needs. TOG can provide such flexibility and agility, she says, in large part due to two competitive advantages.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cFirst, we\u2019ve created processes to successfully vet, hire, onboard, and coach our agents in such a way that leads to outstanding performance,\u201d Jaimie explains. \u201cOur other advantage are the core technologies we use to power our global contact center operations\u2014particularly RingCentral Engage Voice.\u201d\u00a0<\/span><\/p>\n<h2 class=\"heading h2\"><b>Using RingCentral Engage Voice\u2019s capabilities to exceed clients\u2019 expectations<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As Jaimie points out, her team leverages the Engage Voice platform to improve agents\u2019 workflows and exceed client KPIs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cRingCentral Engage Voice is so flexible and easy to configure that we can quickly set processes to meet any SLAs or campaign needs. With outbound calls, some clients require an agent dialing within minutes of an inquiry. Others want those calls happening within 30 seconds, or even 10. The dialing strategies and re-queue settings we can create in RingCentral let us achieve any of those objectives and record the data to prove it.\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b>Leveraging Engage Voice to land new business<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Exceeding KPIs for existing clients is not the only way TOG is benefiting from RingCentral Engage Voice. Jaimie notes that the company also uses the platform to turn prospects into new clients.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cOne way RingCentral Engage Voice helps us win business is by allowing us to share call traffic with a new client and then easily adjust the percentages we\u2019re each handling,\u201d she says.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cSome companies want to manage the handoff in phases, moving more of their customer calls as they become more comfortable with us. RingCentral allows prospective clients to manage the transition at their own pace.\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b>Quantifying positive results for clients with RingCentral\u2019s reporting<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Jaimie also points out that RingCentral\u2019s detailed reporting and analytics capabilities help TOG\u2019s Client Solutions and Operations departments continually monitor performance, learn what\u2019s working and where teams need help, and even quantify with clients the positive effects of the company\u2019s services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cRingCentral lets us get so granular with our call data,\u201d Jaimie says, and she cites several examples of how the company has used this data to demonstrate its value to clients.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cAn apparel company came to us with several challenges: to fix its high abandon rates and long on-hold times as well as set up a new channel for customer acquisition and win-backs. We used RingCentral Engage Voice for everything, and the results thrilled our new client: increased average order value by 25%, increased answer rate from 78% to 92%, and shortened average time to answer from 133 seconds to 8 seconds.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another example Jaimie highlights: \u201cWe used Engage Voice to quickly spin up an outsourced contact center team for a university\u2019s admissions department. They needed help qualifying their large number of student inquiries\u2014quickly, because students are often investigating many schools at once. Using Engage Voice, we were able to reduce the cost per transfer by 55.7%, which the university estimated created a $3.2 million annual savings while increasing the number of qualified leads by 34%.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Jaimie concludes, \u201cBetween the functionality RingCentral Engage Voice gives our agents and the rich data it allows us to analyze, we\u2019re able to meet and exceed KPIs for our clients that our competitors can\u2019t match. And we have the stats\u2014and the long-term client relationships\u2014to prove it.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Exceeding KPIs: The Office Gurus leverages RingCentral Engage Voice to meet and even exceed its clients\u2019 average handle times, speed to leads, and other KPIs. Saving money: By helping clients increase their contact center capacity and efficiency\u2014with the help of RingCentral\u2014the company is saving its clients significantly. Training superstars: Using RingCentral\u2019s detailed reporting to &#8230;<\/p>\n","protected":false},"author":29,"featured_media":53555,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-53265","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>RingCentral Engage Voice helps The Office Gurus win new clients\u2014and saves current clients millions | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Highlights: Exceeding KPIs: The Office Gurus leverages RingCentral Engage Voice to meet and even exceed its clients\u2019 average handle times, speed to leads,\" \/>\n<meta name=\"robots\" content=\"index, follow, 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