The Challenge: Answering calls correctly for each white label brand
Thinktank Group has seen substantial growth, expanding from roughly 75 employees in 2020 to well over 200 in 2023. As an 8x8 customer, the company started with 8x8 Contact Center, but their specific business model required a unique contact center setup.
Under the umbrella of Thinktank Group are various white label brands, each of which have their own unique systems and customers. Because of this, the contact center needs to be able to answer the phone calls with the correct white label greeting.
Originally, Thinktank Group only had a single, toll-free line. This caused a great deal of confusion, with agents not sure of who they were talking to and customers being greeted with a different company name than they were expecting.
For example, if the agent answers the phone saying, “Hello, thank you for calling Thinktank Group,” the customer might actually be dealing with one of six other brands under the Thinktank umbrella.
In order to run a smooth and successful contact center, Thinktank Group worked directly with 8x8 Professional Services to create a unique solution that keeps its contact center organized, efficient, and smooth for staff and customers alike.
The Solution: Flexibility to support a unique business model
Working with 8x8 Professional Services, Thinktank Group built out a new system that smoothly avoided this issue. Now, they have a unique toll-free number for each of their white label brands, and agents can see which line they’re calling from before answering the phone. That way, they can answer the phone with the correct white label name and information, keeping the interaction seamless and starting out on the right foot with each customer.
With a contact center of around 15 people and 20-80 calls coming in per white label per day, it’s essential that the agents have the information they need, when they need it. Thinktank Group was also able to set up a few ring groups to help manage staffing and keep things running smoothly.
“Before, our contact center staff were essentially blind to who was calling through to us. But with our customized 8x8 system, we have improved this visibility which allows us to solve customer problems faster.“
The Result: Simple, seamless, and direct
Now that Thinktank Group has a new contact center system, things have become much simpler and more direct. “We’ve been reviewing some call recordings on it, and it just works very seamlessly,” says Brown. Plus, having unique lines for each of their white label companies has been huge for accurate analytics and reporting. Now, contact center staff can see exactly who is calling, which white labels are getting the most calls, what types of calls each is getting, etc. These insights help the organization understand the status of each of their white labels, which is huge for the success of Thinktank Group on the macro level.
Optimizing the contact center was a crucial step for Thinktank’s business and its relationships with customers. “We’re focused on first-call resolution, which is really key,” says Brown. Looking towards the future, Brown and his team have plans to set up the 8x8 Salesforce integration for even more customer information at their agents’ fingertips.