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Symmetry Human Resources
Symmetry transforms business model and operations with RingCentral RingEX.
Region
Asia Pacific
Company size
20–99
Industry
Professional Services
Products used
Insights
Ease of management and greater visibility aiding business decision-making
Productivity
AI transcription enhancing compliance and sales effectiveness
With RingCentral, it’s easy for us to bring on the best salespeople anywhere in Australia. All we need is an Internet connection.
Matthew Walton
General Manager of Operations
Symmetry achieves short-term operational goals and long-term business transformation with RingCentral deployment
A dynamic alternative to traditional multinational recruitment and staffing suppliers, Symmetry Human Resources offers agility and expertise in both high-volume recruitment and talent scarce positions. The firm operates across Australia’s eastern seaboard with offices in Melbourne, Sydney and Brisbane, with an expanded reach nationally and into New Zealand.
Having expanded and grown from its original base in Melbourne via a series of acquisitions, each of Symmetry’s six offices had been operating its own separate phone system, making it difficult to transfer calls and for people in the business to connect and communicate with each other.
Symmetry first deployed a RingCentral unified communications as a service (UCaaS) solution in late 2019 to provide a single, national communications platform. The timing of the cutover to RingCentral proved to be fortuitous, giving Symmetry’s team plenty of time to become very comfortable with a completely new way of communicating before the impact of the COVID-19 pandemic and lockdowns hit in March 2020.
Over the last five years, RingCentral RingEX has provided a reliable communications platform and opened the door to greater business innovation, workplace flexibility, productivity improvements and national growth.
“There were three very clear reasons for upgrading to RingCentral,” said Matthew Walton, Symmetry’s General Manager of Operations. “First, by moving to the cloud it would give us a lot more flexibility and efficiency as a business. Second, it would enhance how we operate as a national team and how much more responsive we could be for our clients and our candidates. Finally, we would reduce the overall costs in managing our telephony environment.”
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Enabling business model transformation
Symmetry HR’s organisation is structured around four key areas of recruitment – Health (hospital, allied health and aged care, primarily in the subclinical area), Commercial (contact centre, back office and clerical staff), Industrial (warehouse and manufacturing workers) and Construction & Property (professional and management roles). Deploying RingCentral enabled Symmetry to change its business branch-centric model to one that is aligned by specialisation. That’s made the business far more responsive and flexible to meet the demands of clients, find candidates and fill positions on a national basis.
The national team meets weekly using RingCentral Video, and the specialist teams more frequently. Most of Symmetry’s staff use either the softphone via their PC or the RingCentral app on their mobile device. It’s meant that Symmetry hasn’t needed to issue corporate mobiles to new staff; they can access Symmetry’s communications platform securely via their own device. That makes it easy for the Symmetry team to connect with their colleagues, and also to see who is available and online at any time.
The biggest benefits from RingCentral have been with our call handling and visibility. We can see if it’s a client or candidate calling, and we can see who is online at any point in time.
Matthew Walton
,
General Manager of Operations
Operational insights and greater responsiveness
Symmetry has complete visibility and analytics on all inbound and outbound calls, and has integrated RingCentral with RDB CRM (now part of the Access Group) to extend that visibility and functionality. Staff can see who is calling and can click to call from RDB, and all inbound and outbound calls are logged against clients and candidates in the CRM system, with call recordings and transcripts accessible via each client or candidate record.
“The biggest benefits from RingCentral have been with our call handling and visibility. We can see if it’s a client or candidate calling, and we can see who is online at any point in time. We use the reporting capabilities in RingCentral for management decision-making and we can monitor aspects like the conversion rate of our sales teams across the country,” said Matthew Walton, Symmetry’s General Manager of Operations. “With RingCentral, it’s easy for us to bring on the best salespeople anywhere in Australia. All we need is an Internet connection.”
Greater visibility and ease of making changes to call queues and IVRs in the RingCentral platform also enables Symmetry management to be more flexible in meeting higher call volumes in one of its specialist areas by adding more people as needed from other areas of the business.
RingCentral has made it so much easier for our consultants by saving them a lot of time writing up their notes from interviews. Now, every interview can be captured and transcribed.
Matthew Walton
,
General Manager of Operations
Productivity gains
The introduction of RingCentral’s AI capabilities for call recording and transcriptions has made a significant difference to managing conversations and interviews with candidates, particularly for performance reviews and screening interviews.
“RingCentral has made it so much easier for our consultants by saving them a lot of time writing up their notes from interviews. Now, every interview can be captured and transcribed, giving us an accurate record which is important for compliance but also for us to ensure that when we are screening candidates for placements, we are booking the right people,” said Walton.
Call reporting and recording has also been invaluable for management in reviewing the effectiveness of Symmetry’s sales team, particularly with their conversion rates from outbound telemarketing campaigns.
With RingCentral regularly introducing new innovations to the platform, particularly its AI capabilities, Symmetry’s high-performance team is always evaluating how the platform can be leveraged for greater business insights and further expansion and transformation.
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