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IA Call Center

RingCentral Contact Center Helps IA Call Center Compete with BPOs Hundreds of Times its Size
IA Call Center
Region
Americas
Company size
100–399
Industry
Professional Services
iacallcenter.com
Products used
Customer Experiences logo
Open Platform logo
400
customized call flows and scripts built seamlessly into RingCentral Contact Center
200
remote agents, across 9 countries, serving clients via the RingCentral platform
100x
sized companies are now legitimate competitors thanks to RingCentral
There aren’t many call center solutions affordable for a small BPO like us that also have the tools built for the major players in our space. But we found that solution with RingCentral Contact Center — and now IA Call Center has a communication platform that lets our 250-agent company compete directly with businesses that have 100,000 agents.

Ian Tempro

Chief Operating Officer

Providing high-end virtual call center services for half a century

When a customer calls a business to ask for help with the company’s product, that interaction can permanently affect the customer’s perception of the company — and even determine whether they choose to keep doing business with the organization or seek out its competitors. To help ensure they handle these customer calls with care and professionalism, hundreds of businesses around the world turn to IA Call Center.
A business process outsourcing (BPO) company that has been providing virtual answering services for more than 50 years, IA Call Center offers concierge-level solutions for its business clients. Far from the typical call center operation, IA Call Center takes on the difficult cases — businesses whose customers call with complex questions, marketing teams that need help supporting queries about new product launches, and businesses that need sales and support agents highly trained in specific fields, from legal to medical to construction to real estate.
IA Call Center’s unique, high-end services have earned the company numerous industry honors. In 2022 alone, the company received excellence awards from the Association of TeleServices International (ATSI) and the Canadian Call Management Association (CAM-X). And IA Call Center has also earned a spot on the Inc. 5000 list of “America’s Fastest Growing Private Companies.”

A costly call center solution that wouldn’t scale

Ian Tempro, IA Call Center’s Chief Operating Officer, explains that the company had been using a call center platform with limited functionality and flexibility. To build out the capabilities the company needed — including quality management, workforce management, and detailed reporting — Ian’s team had to buy or build add-ons, which made their call center environment both costly and difficult to manage.
But the real challenge, Ian points out, was the system’s inability to scale to meet IA Call Center’s fast-growing client base.
“We serve 400 client businesses, and every one requires a unique plan from us,” Ian explains. “We might have multiple categories for a client’s calls, requiring multiple agent classes, different sets of routing instructions, you name it. Our old system didn’t give us the tools or flexibility to create solutions for our clients with the appropriate level of customization.”

RingCentral Contact Center offers unlimited scalability at the right price

After investigating cloud-based call center solutions, Ian and his team found several ways that RingCentral Contact Center served their current and future needs in ways that no competing solution could.
“The key difference between RingCentral Contact Center and all the other affordable solutions was that RingCentral could offer us essentially limitless scalability in every way. It allowed us to easily spin up as many new numbers as we’d need and support agents all over the world. It gave us the ability to get as detailed and granular as we needed with clients’ call flows and routing rules. And the RingCentral API made it easy to hook into any tools and data sources that could improve our operations.”
Our client base is so wide-ranging that a call could be as complex as explaining currency trading to one of our financial clients’ customers… or as simple as someone saying, ‘Our building’s elevator needs fixing.’ Only RingCentral offered the tools, flexibility, global service, and intuitive backend to let us handle any of these calls with ease.
Ian Tempro
, 
Chief Operating Officer

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Another way RingCentral set itself above the other cloud communication solutions, Ian explains, was with its extremely feature-rich omnichannel capabilities.
“Omnichannel is really the crown jewel for a concierge service company like IA Call Center, and RingCentral Contact Center has helped us evolve our offering from a telephone center to a true omnichannel call center capable of reaching our clients where they are and however they prefer to connect. We’re using phone, email, and now the chat capability. I’m confident this RingCentral solution is going to take our business successfully into the next decades.”

Adding efficiencies and opportunities with RingCentral tools and integrations

One of Ian’s first steps after rolling out RingCentral Contact Center was to have the company’s scripting partner, Ivinex, use the RingCentral API to map IA Call Center’s hundreds of unique call scripts into the platform to ensure the right scripts popped up for agents at the appropriate times.
Because we have so many different areas of specialty and our agents need the right information in front of them in real-time, we’ve found a real competitive advantage for IA Call Center by combining RingCentral Contact Center’s skills-based routing and the ability to map the right scripts to the right calls. Our ability to execute on this wealth of data is letting our company punch way above our weight and compete head-to-head with the big guys.
Ian Tempro
, 
Chief Operating Officer

Company-wide benefits without a company-wide disruption

Finally, Ian points out that although IA Call Center’s RingCentral migration has proven to be a game-changer for the company’s operations, the rollout and onboarding were surprisingly smooth and disruption-free.
“Large-scale IT implementations like this usually consume huge amounts of time for the person in my role. But because RingCentral’s team was so knowledgeable and professional, I didn’t have to quarterback every aspect of the project. I was able to be the main architect of our RingCentral deployment, but still do my day-to-day job. That’s the sign of a great partner.”

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