With RingCentral Contact Center, Neighborly’s support department now has a flexible system that lets support agents log in to their call queues even when they’re not in the office. All they need is the RingCentral app on their computers or phones, and they can hop into the Help Desk and support their employees or franchise owners from anywhere.
And with RingCentral’s built-in team messaging app, the contact center agents can even chat in real-time—to make sure more than one person isn’t handling the same issue, for example, or to get an urgent question out to the whole team simultaneously.
RingCentral’s live reports also help ensure the Help Desk teams are performing up to Neighborly’s rigorous service standards. “I don’t want anybody sitting on hold,” Preston explains. “The live reports let me see how many people are on a call, what our queue times are, and whether we’re meeting our SLAs.”
One additional bonus, which the company hadn’t even planned on, is the ability to train its franchisees via video conference, using the built-in RingCentral Meetings.
“We normally fly in hundreds of franchisees at a time to our Waco headquarters for training,” says Preston. “Now we can easily do the same thing virtually, in a webinar format, and still offer the same level of training and support. This is really helping our business grow.”