ViaSource Removes Human Error, Improves Contact Center Efficiency, and Saves 18% per Month in Costs

Company profile
Company profile:
ViaSource Solutions is recognized as a contact management pioneer. It provides cutting-edge inbound and outbound programs to the business community. Its industry-leading expertise, custom solutions, and recruiting know-how drive KPIs, spark revenue growth, and create value for a variety of verticals—from medical to education to energy.
Year founded:
100 to 499
Thousand Oaks, CA

Growth on the horizon

ViaSource was experiencing an evolution: Business was growing rapidly, and needs were changing almost daily.
One workflow in desperate need of an update was ViaSource’s call routing system.
The existing process included a high margin for human error with a fair amount of manual inputting of customer data, time-consuming transfers between agents and product specialists, and a costly per-call transfer fee.

Meeting ViaSource’s needs to scale

ViaSource knew it couldn’t expect to scale successfully with such a faulty, antiquated system.
Its immediate need was for a platform that would address its contact center issues. But it was also looking for a company invested in a customer-centric approach that had a team of knowledgeable technical professionals and savvy account managers who could help it execute all its operational goals.
ViaSource found a match for its needs in RingCentral. From the outset, RingCentral’s contact center software team engaged closely with ViaSource, taking great care to thoroughly understand ViaSource’s needs and requirements.
RingCentral was able to quickly devise an effective strategy to integrate existing systems, combat data entry issues, streamline and automate ViaSource’s existing workflows, and capture important call data from abandoned callers.
RingCentral built a custom front-end IVR for easy automation, ensuring all calls were successfully captured and documented. The IVR automatically accessed ViaSource’s third-party system for patient ID information and inserted the information into the agent’s survey, eliminating the need for button-clicking, verbal confirmations, and manual entries.

Maximize agent time

With RingCentral’s highly efficient new system in place, ViaSource agents were able to significantly save and maximize their time. Consequently, ViaSource was confident in its abilities to scale—its ultimate goal.
All calls are now captured, and the integrity of the corresponding data is assured. A trusted system of record was successfully implemented, human error was removed from the equation, and customer service improved.
RingCentral’s efficient new system reduced unnecessary minute usage and switched the company from expensive DID transfers to more cost-effective SIP transfers.
This switch, combined with the integration of RingCentral’s platform, resulted in upward of 18% per month in savings.
With a new system on board and a dedicated team of professionals at the ready for assistance, ViaSource is poised to continue its upward trajectory while continuing to stay true to its customer-centric objectives.
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