Symmetry Human Resources
Learn how Symmetry transforms business model and operations with RingCentral RingEX.
One of the things I’m proudest of since our RingCX implementation is that we’re able to give our agents detailed weekly performance reports. Our goal has always been to give every agent the tools, training, and feedback to shape their careers with the company. Now that we have these excellent analytics, we’re delivering on that promise to make our agents more successful.
We have access to so much valuable business intelligence now with RingCX and the QM that we are finally able to establish a baseline for the key metrics we want to track such as agent status, their login and logout times, average handle time, and call queues.
Now I can see how long the typical call takes and whether each agent is answering their fair share of calls. And now that our agents know we can monitor their call volume throughout their shift, the typical after-contact work time is down by about 50%. Just adding some accountability has dramatically improved our department’s efficiency.
I’m no longer rushing into the office after hours to fix something that broke, or sending a trouble ticket into a black hole because I know the provider won’t answer. From our implementation and right up through today, working with RingCentral has been an excellent experience.
Based on the workflow successes we’ve already seen using RingCX, I’m confident that as we take advantage of more capabilities in the platform, we’re going to keep improving our agents’ performance, our customer service operation, and our business overall.