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
$3.2 million
ANNUAL SAVINGS FOR A UNIVERSITY CLIENT BY REDUCING COSTS PER TRANSFER
85%
DROP IN ABANDONS FOR A MARKETING CLIENT, USING RINGCENTRAL ENGAGE VOICE
8 seconds
AVERAGE ANSWER TIME FOR A RETAIL CLIENT, DOWN FROM 133 SECONDS—94% FASTER
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.
Jaimie Bell
VP of Client Solutions
Providing custom contact center solutions for clients worldwide
When organizations need a cost-effective way to expand their contact center capacity—without compromising either the customer experience or the quality of their brand—they turn to the experts at The Office Gurus.
A leading business process outsourcing company, TOG operates contact centers in the US, El Salvador, Belize, Jamaica, Dominican Republic and the USA, offering fully customized inbound and outbound solutions for businesses in every industry.
With thousands of highly skilled support and sales agents available to connect with clients’ customers via phone, chat, email, and text, TOG has won numerous industry accolades for its full-service outsourcing solutions. Lawyer International included the company on its Legal 100 Awards list as “Best Business Outsourcing Provider,” for example, and Contact Center Week named TOG an “Outsourcer of the Year Finalist.”
Most recently, the company won the prestigious Nearshore Company of the Year Award from Nearshore Americas.
INDUSTRY
Business process outsourcing
HQ
Seminole, FL
YEAR FOUNDED
2008
EMPLOYEES
4700
Using RingCentral Engage Voice to deliver industry-leading service
Serving as an extended workforce for numerous businesses—each with unique company objectives, campaign directives, customer personas, and compliance requirements—The Office Gurus needs to be not only extremely skilled but also highly flexible and agile. Jaimie Bell, VP of Client Solutions, cites two primary reasons that TOG has been able to achieve all these goals, and create an industry-leading contact center operation.
“I think we’ve built a competitive advantage in two ways,” Jaimie says. “First: we’ve created processes to successfully vet, hire, onboard, and coach our agents in such a way that leads to outstanding performance,” Jaimie explains. “Our other advantage are the core technologies we use to power our global contact center operations—particularly RingCentral Engage Voice.”
Leveraging numerous RingCentral features to delight clients
As Jaimie points out, across 5 countries and with over 3,200 agents, The Office Gurus leverages RingCentral Engage Voice in several ways to streamline workflows and deliver tremendous value for TOG’s clients.
“RingCentral Engage Voice is so flexible and easy to configure that we can quickly set processes to meet any SLAs or campaign needs,” Jaimie says. “With outbound calls, some clients require that an agent dial within five minutes of an inquiry. Others want those calls happening within 60 seconds, or even 10. The dialing strategies and re-queue settings we can create in RingCentral let us achieve any objectives, and provide the data to prove our success.”
TOG also leverages RingCentral’s detailed reporting and analytics, Jaimie explains, to continually improve its operations. “Engage Voice is so data-rich that we use it both to monitor trends at scale, which helps with forecasting and staffing, and to monitor every aspect of each agent’s performance. Both types of business intelligence are invaluable because they help us improve our clients’ customer experience and save their companies money.”
In fact, Jaimie adds, “having RingCentral Engage Voice even gives TOG unique capabilities that enable the company to sign up new clients”.
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.
Jaimie Bell
VP of Client Solutions
Sharing RingCentral’s detailed reporting to demonstrate value to clients
As Jaimie points out, her team also leverages the detailed business intelligence reports in RingCentral Engage Voice to analyze the quantifiable improvements TOG is generating for its clients—and to share these insights with the clients themselves.
“RingCentral lets us get so granular with our call data,” she says. “I’ll give you one example of what this visibility has helped TOG learn about our performance. By using Engage Voice to adjust the opening call script for a rebate-processing client, we were able to bring down average handle time for those calls by more than 25%, which also meant our client was able to handle more customer calls each day. This aligns with TOG’s core values of always working to achieve better efficiencies for our customers.”
Jaimie cites another example both of how using RingCentral helped TOG deliver tremendous value for a client and how the detailed reporting enabled the company to quantify this value.
“We used Engage Voice to quickly spin up an outsourced contact center team for a university’s admissions department. They needed help qualifying their large number of student inquiries—and quickly, 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%.”
As Jaimie adds, another client example illustrates how using RingCentral Engage Voice helps TOG meet and exceed numerous KPIs simultaneously for its clients.
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.
Jaimie Bell
VP of Client Solutions