The Office Gurus
With RingCentral Engage Voice, this global provider of outsourced call center services saves one of its clients $3.2 million a year
Between the functionality RingCentral Engage Voice gives our agents and the rich data it allows us to analyze, we’re able to hit and exceed KPIs for our clients that our competitors can’t match. And we have the stats—and the long-term client relationships—to prove it.
One 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’re each handling. Some 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.
An 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.