The relocation of Ray White’s Adelaide corporate office in mid-2020 gave the business its first opportunity to trial RingCentral as the replacement national telephony platform. However, it was RingCentral Contact Centre that had an immediate impact when it was implemented for Ray White’s Concierge operation.
“Moving to RingCentral’s fully cloud-native Contact Centre solution has helped in de-risking the business and supported our ambitions of moving out of our data centre. Deploying RingCentral has put our telephony destiny in our own hands. Our incumbent solution was managed by a third party, while RingCentral meant we could bring the management back in-house. That gave us the ability to be nimble and more versatile, make changes and respond more rapidly to support both our own business initiatives and the services we provide to our franchisees and to their clients along the sales journey,” said Ben Cowie, Head of IT Operations, Ray White.
Concierge makes over 50,000 calls per month and delivers almost 40,000 real estate opportunities to agents each year. As a volume-based business, the cost of the new solution was critical. RingCentral provided a price-comparable solution, with additional cost savings generated by moving platform support in-house. Consolidated billing has also simplified Ray White’s OPEX management processes.
However, the biggest benefit for Concierge is greater visibility - particularly in the areas of disposition and timecard reporting, call volume analytics, contact history reports and call recordings, explains Kelly Tatlow, CEO, Ray White Concierge:
“RingCentral allows us to better monitor our productivity, and work with our agents on their particular development areas, so that we can now focus our coaching and training for individual team members. Breaking down the volume of calls per hour into skills, teams and agents is very helpful to compare performance within our teams and to compare the volume of calls different teams can achieve.”
“Locating call recordings is so much easier and less time consuming with RingCentral Contact Centre compared with our prior system. When we click on the call link we can identify the skill, agent, disposition, date and time of the call, and immediately download the call recording,” said Tatlow.
Using RingCentral Contact Centre has improved both customer service and processes for supervisors, and enabled Concierge to deliver a number of innovations, which were invaluable during the 2021 lockdowns in Brisbane.
“The flexibility provided by RingCentral’s browser-based application has made it easy for team members to work from home. We have transitioned completely to softphones, which has given us more space on our desks, and a neater and cleaner environment and user experience for our agents,” said Tatlow.
RingCentral has also given Concierge greater flexibility and speed in moving agents between different teams and departments. From an outbound perspective, “the ability to change the caller ID via skills easily through the ACD function to switch between calling from mobiles, landlines, New Zealand and Australian numbers has been a big innovation for our business,” said Tatlow.
Tatlow also highlights enhanced real-time supervisor features and call back functions as significantly improving performance and customer experience in the contact centre. Compliance has also improved through RingCentral’s ‘Launch Call Recording’ and ‘Masking’ functions.
“Prior to having RingCentral, our team members had to read advice or legislative scripting to customers on every call. Now we can pre-record that content and play it to a customer at the appropriate time, which means we are now confident with our compliance processes. It also makes the call a nicer experience to deliver for our staff and customers. We use RingCentral’s masking function to hide a client's credit card details in the recording when they pay for an insurance policy, which means we are compliant with privacy legislation,” said Tatlow.