1,000-9,999 employees
2004
Melbourne, Australia
Healthcare
Limited incoming call capacity, rapidly growing business, distributed workforce
Zoom Contact Center, Zoom Phone, Zoom Rooms, Zoom Meetings, Zoom Webinars, Zoom Team Chat
Enabled remote training & onboarding, increased geographically diverse hiring capacity, increased efficiency, enabled business growth
Managing up to 2,000 daily incoming calls, reliability was a key factor for the Caring For You agency in choosing a communications solution. Zoom Phone’s features made it possible to configure a level of geographic redundancy for the agency’s phone services, meaning that Caring for You “always felt confident in the Plan B they could set up with Zoom.”
As a nursing agency, the ability to be able to quickly move to a plan B so that staff can continue to answer phones when an office faces outages is vital.
“We once lost electricity for 6 hours at head office,” Caring for You said. “Because we have offices across the country and people working from home, we moved the entire traffic to others in the organisation who were able to pick up the phone and keep allocating shifts.”
Spread across the three locations, Caring For You relies on Zoom Contact Center to route calls, balance the call load between agents, and provide deeper insights into the team’s performance. The Allocations department can see the number of average call times, wait queues, completed engagements, interactions, and a client’s contact information to quickly learn who a client spoke with, and when.
“The reporting is absolutely amazing. You can see all the incoming data, live, and use the technology to improve the agent experience to make it more fair and easier to work,” Caring for You said. “It helps us deliver more personalised service.”
This new ability to monitor and measure interactions translates into greater efficiency and a better experience for both agents and customers.
While phone is their primary communications channel, Caring For You knows some clients prefer web chats or SMS, making Zoom’s omnichannel contact center a scalable solution for the long-term.
“We want to go where our customers’ needs are and not force them on a channel,” Caring for You said. “With Zoom Contact Center, we can receive calls and talk with clients over multiple channels, all in the same interface, without having to learn three different software programs.”
Maintaining an inclusive and caring culture is a priority for the agency, and connecting face-to-face via Zoom Meetings is a daily activity. “Booking meetings is as efficient as it gets,” said Caring for You.
With few officially scheduled meetings, fluidity between Zoom Meetings, Zoom Rooms, and Zoom Team Chat is great for emulating office environments. “The status bubble so that you know if someone is available … it’s like a door shut or open,” Caring for You said.
Simultaneous use of Zoom Team Chat and Zoom Phone has improved customer service by allowing continuous communication around customers’ accounts between staff, all in the background.
“With features like screen-share, annotate, and remote screen control, we found that we could train someone pretty much as well as we would sitting next to them,” Caring for You said.
Prior to the COVID-19 global pandemic, the agency’s staff would usually fly in from various locations for in-person training, but with border closures in place, it simply wasn’t possible. “If we didn’t have a solution like Zoom, we couldn’t have on-boarded people in remote areas or different states. Now we’re pretty much able to hire and train nationwide,” Caring for You said.
As an organisation built around helping others, Caring For You uses the convenience of Zoom’s all-in-one communications and collaboration platform to help create a more relaxed atmosphere for agents to serve their clients. Rather than waste time toggling back and forth between applications, the agents have immediate access to internal help as well as the ability to communicate with clients simultaneously.
Looking ahead, Caring For You is excited to have a collaboration platform in place that can scale as the organisation grows and sustain the pace of rapid innovation.