“We started the implementation in January 2020, because I could predict that we were going to have a problem. When COVID first hit, we had to come to a position where we could still have inbound calls, but people had to work from home,” said Damian Broadbent, Finance Director & Company Secretary, Accredited Power.
Accredited Power also equipped all staff with laptops, which meant that when everyone had to work from home during lockdown, it was a quick and seamless transition.
“It was fantastic. The business continued on without missing a beat! Essentially the call centre was all together in the office one day, and the next day we all moved to our different homes – and from a customer perspective, it made no difference,” said Broadbent.
Ironically, when lockdowns ended in Adelaide, and its call centre agents were able to move back into the office, Accredited Power faced another major challenge. The company had moved into new premises but had a long wait for its NBN connection activation. Using RingCentral, the call centre was fully operational in the new office for ten weeks running just on a 4G access point.
The new RingCentral solution has given Accredited Power the opportunity to try something new with its direct marketing. Whereas it had previously advertised national 1300 phone numbers in its pamphlets, Accredited Power could now use local numbers, which meant the business was immediately saving up to $6000 on its monthly phone bills. It also had a positive impact on the customer experience.
“With RingCentral we are able to easily set up our own call queues. We have different marketing programs going on, so we can use different numbers and pipe those calls through to different call queues and the right internal skill sets. By using an 02 number in NSW or an 07 number in Queensland, customers in that State felt like they weren't ringing a national call centre; they were ringing someone local,” said Broadbent.