2022 survey outcomes: How RingCentral helps enterprise driving worth by means of their contact middle



Deploying cloud communications, collaboration, and call middle options isn’t just good for simplifying buyer expertise, it’s nice for driving worth throughout the enterprise. RingCentral affords contact middle (CCaaS) options with deep integration with unified communications (UCaaS) that allows straightforward collaboration throughout all of your workers to ship seamless omnichannel experiences to your clients.

Tapping into our world buyer group, RingCentral surveyed RingCentral clients to be taught the enterprise worth derived throughout 5 (5) classes of metrics: return on funding and common enterprise, price discount/IT, worker productiveness and enterprise agility, enterprise course of enchancment/ workforce mobility and buyer expertise.

The outcomes of the survey are summarized throughout 22 metrics to point out how RingCentral CX options have helped our clients. Use these as benchmarks to your personal deployment goals and buyer expertise objectives.

Highlights: 

  • Improve income and save prices
  • Enhance Buyer Expertise
  • Improve brokers productiveness 
  • Enhance collaboration with consultants throughout firm
  • Enhance contact middle effectivity

Improve income and save prices

With companies trying to do extra with much less, and common inflation on the rise, priorities for organiztions are altering with a give attention to the contact middle. Price financial savings and producing income has change into a standard concern for contact middle managers.

💥RingCentral buyer success metrics: In a 2022 survey of over 1,300 RingCentral clients, on common our clients see a 46% elevated in income development and a 24% elevated in common income per agent with RingCentral contact middle merchandise.

Finally, the aim is to offer one of the best instruments to extend brokers’ productiveness with out sacrificing buyer or agent satisfaction.

Enhance buyer expertise

All specialists agree on this level to make a distinction, your finest leverage is to offer one of the best expertise to your clients.

At present, contact middle managers are tasked with delivering buyer enjoyment of each potential method whereas balancing agent workload and satisfaction. The reply lies within the capacity to offer brokers with one of the best instruments to fulfill and exceed buyer expectations by answering inquiries rapidly, limiting holding time, offering channels of their selection, and routing callers to the correct agent.

Good routing and clever distribution of duties amongst agent will assist attaining prime notch service and vastly enhance buyer satisfaction. 

💥RingCentral buyer success metrics: Based on a 2022 survey, RingCentral clients noticed a 47% elevated in buyer satisfaction with RingCentral contact middle merchandise.


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Improve brokers productiveness 

Simplify the supply of end-to-end buyer expertise (CX) companies, whereas boosting effectivity of your brokers. However your brokers’ productiveness can also be linked to your brokers’ happiness. Duties can change into monotonous and irritating for brokers, you should definitely present them with effectively built-in and straightforward to make use of instruments to simplify their expertise and enhance their engagement. Encourage them to make use of the most recent expertise with an omnichannel expertise to interrupt monotony.

💥RingCentral buyer success metrics: Based on a 2022 survey, RigCentral clients noticed a 45% elevated in worker productiveness with RingCentral contact middle merchandise.

Enhance collaboration with consultants throughout the corporate

Time is of the utmost significance for brokers once they’re in dialog with a disenchanted or upset buyer. Permitting brokers to simply join with an professional to help them might help to deescalate the dialog and resolve buyer points quick and proper the primary time.

Combine your collaboration instruments to provide visibility to your workers’ availability or to attach seamlessly with out altering interface and restrict brokers losing time looking for the correct solutions.

💥RingCentral buyer success metrics: Based on a 2022 survey, RigCentral clients noticed a 54% enhance in useful resource entry with RingCentral contact middle merchandise.

 

Enhance contact middle effectivity

Lower common deal with time,  enhance first name decision, scale back maintain instances and extra are all key efficiency indicators that any contact middle will observe to make sure productiveness of their brokers but additionally one of the best expertise for his or her clients. 


Use built-in analytics to simply monitor metrics that matter essentially the most to your corporation and supply options to phone site visitors, spend money on intuitive data options for sooner buyer help, capitalize on idle time: write thanks notes to clients, reply to optimistic scores, and many others. All of those actions will assist enhance contact middle productiveness whereas concurrently bettering buyer satisfaction. 

💥RingCentral buyer success metrics: Based on a 2022 survey, RigCentral clients noticed a 37,88% elevated in pace to reply time and 32,47% decreased in agent idle time with RingCentral contact middle merchandise.

Empowering brokers with the correct instruments to ship memorable experiences to their clients, whereas retaining them engaged, productive, and pleased is essential to the success of a contact middle and the group. RingCentral’s cloud communications, collaboration, and call middle options supply employers greater than a platform for connecting workers and clients—they generate vital enterprise worth.

Final Modified Aug 05, 2022


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