SPM Services
SPM Services Improves its Client Experience and Saves its Team Significant Time with RingCX
3 weeks
to fully implement RingCX for the Mauritius operation
0
dropped-call issues since migrating to RingCX
With our old contact centre, we had regular call drops, and the platform’s performance degraded as call volume grew. As we moved to RingCX, we went into a high-traffic period where the call load jumped 120% over the previous year. But because we had RingCX deployed–and our supervisors now had real-time monitoring and analysis capabilities–we were able to successfully achieve our targets.
Kévin Lerendu
Key Accounts Manager
INDUSTRY
Outsourced call centre
HQ
Lyon, France
YEAR FOUNDED
2016
EMPLOYEES
500+
Helping businesses worldwide serve their customers more effectively
Whether they need a professional team to handle customer service inquiries, after-sales services, or business development solutions, organisations throughout Europe and beyond trust their customer relationships to the multilingual contact-centre company SPM Services.
With large operations in both France and Mauritius, SPM Services has earned a reputation as a world-class provider of outsourced contact-centre solutions, due in large part to the company’s rigorous vetting, onboarding and continuous training process for its outsourced contact-centre agents. SPM Services’ extensive list of clients around the world include businesses in automotive, health, transportation, retail, and human resources consulting.
The best-trained agents needed the best contact-centre system
SPM Services distinguishes itself in its industry by delivering unmatched contact-centre services, which helps the organisation regularly attract top-tier clients.
But as the company’s Mauritius location recently ramped up its agent staff to meet a rapid increase in client demand, the organisation found its contact-centre telephony solution becoming taxed beyond its capabilities.
“I had previous experience with SPM’s contact-centre system before I joined the company, and I knew the platform was complicated to manage and suffered from frequent call disconnections,” explains Kévin Lerendu, Key Accounts Manager for SPM.
Kévin also points out that SPM’s contact-centre solution offered limited reporting capabilities. “It became a struggle to provide accurate reports for our clients.”
Finding–and quickly deploying–the ideal solution
When Kévin’s team researched alternatives to their existing contact centre, RingCentral RingCX immediately resonated with them for several reasons. The first: efficiency and speed.
“I felt immediate synergy with the RingCentral team,” he says. “We had a tight timeline to implement a new solution, because the old one was underperforming, which had started to affect our relationship with our most important client. The RingCentral team understood perfectly and assured us they could deliver in the time we needed.”
We needed our new contact-centre solution fully operational at our Mauritius location in three weeks. Incredibly, RingCentral pulled it off. Our agents were up and running with RingCX on time. The accessibility of RingCentral’s team made the rollout that much easier.
Kévin Lerendu
Key Accounts Manager
World-class contact-centre features
As Kévin explains, RingCX delivered mission-critical capabilities that helped SPM Services provide its clients with better service than ever.
“RingCX lets our supervisors listen in on live calls and offer advice or guidance to our agents in real-time. That’s a huge benefit for agent training and conflict resolution–and it’s something we couldn’t do with the old system.”
The AI-powered RingCX also provides SPM Services’ agent supervisors more data and insights than they ever had with their previous solution.
The reporting in RingCX is comprehensive. We receive detailed daily reports and can analyse key statistics every day. The dashboard even displays our call stats in real-time, color-coded by call status. This all adds valuable insights to help our supervisors improve their operations and our company’s workflows. And none of it was possible with our old contact centre.
Kévin Lerendu
Key Accounts Manager
No longer needing to outsource system changes
Another noteworthy improvement RingCX provides, Kévin explains, is administrative control over system changes.
“With our previous provider, we relied on their team for every change. But with RingCX, I can create licenses or add lines independently, which is an invaluable time-saver. Supervisors have self-service access to manage calls during high traffic. And we can even let our clients access their own data, generate their own reports, and analyse our performance and their KPIs.”
Our agents find RingCX simpler and more effective than our older system, because they now have market visibility and autonomy. They can instantly switch between markets and bring up new contacts to call, which both makes them both more efficient in their own workflows and helps us achieve our company-wide objectives.
Kévin Lerendu
Key Accounts Manager
Looking ahead with RingCX
Kévin points out that after a quick and seamless implementation, RingCX has become a fundamental component of the SPM Services client experience. The contact-centre solution has had such a positive effect on operations and agent morale, in fact, that the company expects their relationship with RingCentral to deepen as SPM Services’ organisation itself continues to grow.
Our team is expanding, and RingCX has proven beneficial both for current operations and our ability to seamlessly add more agents. We’re confident this platform will continue to improve our service and enhance our capability to meet clients’ needs.
Kévin Lerendu
Key Accounts Manager