RingCentral Contact Center made it much easier for us to grow from a small company to a larger one.
A company on a mission to change lives by the millions
Nearly 50 million Americans suffer from some degree of hearing loss. For those with pronounced levels of impairment, the simple act of enjoying a phone call with family or friends can be difficult—or even not possible at all.
ClearCaptions was founded to help those who are hard-of-hearing regain a sense of connection and independence. The company, a leading provider of call captioning services, enables the hard-of-hearing to communicate allowing users to see near real-time written captions of their phone conversations.
In addition to a mobile app that add captioning to calls on iPhone® and iPad®, the company’s flagship product—the ClearCaptions Blue™ Phone—is a standard home phone with a built-in touch screen that displays the near real-time text of each call. Whichever solution they choose, qualified customers receive ClearCaptions’ products for no cost to the customer thanks to a federally managed program, enacted by Title IV of the Americans with Disabilities Act.
It didn’t take long after the company’s 2011 launch for its founding team to realize they had struck a chord with the public. Interest in ClearCaptions was strong almost immediately, and the organization has since been featured on many lists of businesses enjoying rapid growth. In 2017, the Sacramento Business Journal ranked the company the #1 Fastest Growing Company in the region for year over year growth.
But this rapid pace of growth eventually pushed the company’s on-premise telephony and call center infrastructure beyond its limits.
The contact center solution that hit the perfect notes
Dar Tafarrodi is ClearCaptions’ Senior Director of Customer Experience, the company’s largest department, with more than 50 full-time inbound and outbound agents. As he explains, having RingCentral Contact Center has made all the difference in helping to grow his call center’s support and sales teams—and to help each agent succeed.
“Less than three years ago, our in-house call center staff consisted of eight people,” he says. “Now we have more than 50, and we’re still adding agents. With that pace of growth, you’ve got to retire the PBX and move to a more sophisticated solution. RingCentral Contact Center made it much easier for us to grow from a small company to a larger one.”
“Contact Center allows us to be very flexible,” says Dar. “We’re able to easily set up and adjust call queues, add new agents into the system, and automatically redirect call traffic when a team is nearing capacity.”
RingCentral offered the ideal mix of services and functionality to help us save time and money, operate with more flexibility, and grow our company without worrying about call center capacity.
Data that is music to their ears
Using RingCentral’s advanced reporting and analytics capabilities, ClearCaptions is also now able to track and assess its agents’ performance more effectively than ever. As Dar notes, the customer support and sales teams have been generating impressive numbers since the company rolled out RingCentral Contact Center.
“We’re now averaging 18,000 inbound and 17,000 outbound calls a month, which represents a significant improvement over our PBX days,” he says. “Our productivity will only continue to improve as we expand to the RingCentral automated dialer solution.”
Dar also notes that Contact Center’s reporting allows the customer support and sales managers to track important key performance indicators (KPIs) such as agent availability, working rate, and the degree to which agents are meeting the company’s service level agreements (SLAs).
But as Dar points out, he didn’t realize just how much flexibility RingCentral could offer his team until the COVID-19 lockdowns went into effect. “Because RingCentral is entirely cloud-based, all our agents needed to work remotely was the RingCentral app on their computer and a headset. It took us 48 hours to transition our entire call center team to working from home, and we didn’t have to re-architect anything.”
Using RingCentral integrations to orchestrate even greater efficiencies
Dar’s team is also leveraging RingCentral’s integrations and open API to make his teams even more productive and efficient.
The call center team is also benefiting from a custom integration Dar pulled together by connecting a scripting tool using RingCentral’s API. “We identify inbound calls by category, and based on the type of call, Contact Center will add a pre-written script for the agent to follow. That’s been terrific for our ability to deliver faster, more personalized service.”
“So many people are isolated now, especially seniors,” he adds. “Our products can help them stay connected to loved ones. And thanks to RingCentral, our call center teams can help many more of them.”
We’ve integrated RingCentral with our Salesforce account, which is great for two reasons. It displays customer profile details on our agents’ screens before they pick up a call, so they can have a more personalized conversation. Also, using the click-to-call widget saves us time and makes our agents’ lives easier.