Case Study: I Love Travel achieves real-time call-center responsiveness with RingCentral's visual call queue

Student Travel Specialist Creates Visual Call Queue to Improve Call Center Services

I Love Travel, a Toronto‑based student tour operator with about 140 full‑time employees and 500 tour guides, needed a better way to keep its call center responsive to students and guides calling with problems or complaints. The company lacked real‑time visibility into call volume and resource allocation, which made it difficult to minimize hold times and maintain customer satisfaction.

Using RingCentral’s cloud phone service and JavaScript SDK, I Love Travel built a custom visual call‑queue that pulls real‑time call‑log data and displays inbound, answered, and waiting calls. The dashboard lets managers spot overloaded or idle agents and rebalance staff immediately, reducing hold times and improving service; the team is now adding more call‑management features like hold and transfer.

I Love Travel

Alexander Handa

Founder and CEO