In 2016, Vcare will complete 17 years in the call center industry. In this remarkable journey, Vcare has strived to satisfy its clients through the proper balance of technology and proficient workforce. As a result, it is now considered one of the trusted call center outsourcing vendors across the globe.
Mr. Sandy Mehra, CEO of Vcare Call Center, started the firm with the mission to revolutionize the customer support industry. He aimed to design services that provide delightful experience to every customer of the company’s clients.
The company has expanded its call center services into different domains, some of which include telecom, healthcare, hospitality, retail and real estate to name a few. With operations running on 24x7 basis, the firm aims to provide services in all major regions of the world.
Let’s analyze different techniques and trends that are adopted by the company in its processes.
The company understands that interactive voice response (IVR) system acts as backbone of call center processes. Therefore, the IVR menus are designed in a streamlined manner to provide delightful experience to consumers. The IVR system also boasts intelligent call routing through which call is routed to most suitable agent whenever a call is received from a customer.
Implementation of Reporting Software for Clients
The satisfaction of clients has always remained the priority of the firm. In order to attain transparency in the processes, the company provides reporting software, which can be accessed by clients round the clock. This software provides detailed information related to performance of the agents along with their timing of ‘Log In’ and ‘Log Out.’ The company also offers the facility of customized reports if required by the clients.
Data Mining Exercises
To exploit the full potential of raw data available in the call center, the company indulges in data mining activities to draw useful patterns and inferences associated with customer behavior. It has helped the firm in improving the level of interaction that matches the expectation of end-customers. It has also helped in highlighting the responses that generate loyalty from the customers’ end.
Quality Assurance Processes
To ensure that every agent works as per the standards associated with finest communication, the company uses stringent quality measures. The quality assurance team monitors each interaction made with the customer within the call center. There are also constant evaluations through which agents are advised as per their performance. The team remains in coordination with team leaders and managers so that customer service representatives receive coaching on regular basis for their continuous improvement.
Disaster Recovery Plans
The company has contingency plans to ensure continuity of the project even in the event of disaster. The company has various operational centers across the world which can be considered backup site for projects in case of calamities. Every center is connected using VPN networks and redundant lease lines.
Being a tech-savvy firm, Vcare uses an assortment of technologies to Improve the Call Center Process. Workforce management is one such utility which is implemented in the center to automate several processes associated with management of call center agents. The employees are also able to view their performance and schedule through computer system making them more efficient and productive.
Being actively involved in analyzing changing customer-related trends, Vcare provides multichannel support solutions. Other than toll free support, the company is currently delivering customer support services through email, social media and live chat.
Shared Agent Model
To ensure that its services are affordable for every type of firm, regardless of call volume and scale of operations, the company offers shared agent model. Under this model, clients have to pay only for the duration during which agents had interaction with end-customers. It helps the clients in saving a lot of money if the volume of calls is low or inconsistent.
The firm’s motive to achieve win-win situation with every client in terms of service and pricing has made it one of the most sought after brands in outsourcing sector. It continues to evolve with addition of new technologies and management techniques for the betterment of its client’s business.