Frequently Asked Questions

FAQ categories

• Call centres
• Vital Contact
• Vital Contact’s products and services
• Vital Contact’s pricing
• The Vital Contact team
• Vital Contact’s partnership with its customers
• Vital Contact’s technology
• General questions

The Vital Contact team

• How do you train and develop your staff?

We instil our passion, commitment, professionalism and drive to hit and exceed targets into every member of our call centre teams.

These teams are the core of our business and our success and we are committed to developing and nurturing them. One of the central elements of our philosophy is to train our employees to undertake a range of incoming and outgoing call handling activities, for different clients in various sectors.

• How do you keep your teams motivated, interested and on their toes?

We ensure our staff work for different clients in different business sectors, handling various types of calls – sales, admin, marketing and customer care. This keeps them on their toes, ensures they are always learning and this is what retains their interest and involvement.

Most important of all, our staff care about their clients, the work they do for them and the results they achieve. There’s no greater motivator.

• Tell me about your staff turnover

Our staff are our greatest asset and we want to do everything possible to retain them on a long-term basis. And, on the whole, we do just that!

• Does a customer have the same team for every project?

We like to try and keep the same team with a client where possible and practical – they understand his business and he knows and trusts them.

Inevitably there may sometimes be changes for practical reasons. On other occasions it may be that we change some or all of the team because of the different type of work required.

While we pride ourselves on training our staff to be able to handle any kind of call and all types of projects, some are better than others at certain skills and we’re in a results-oriented business.

Whatever the situation, we would always discuss team members with the client before starting work.

• Does a customer have a dedicated team?

It depends on the size, nature and timing of the client’s project. Once we have discussed his needs we will have a better idea of our call centre staffing requirements and will discuss the team with him in detail before starting work.

• How can I be sure that your team can look after my customers or sell my products?

We will work with you at all stages of your project to determine which services you should use. You will brief the project team, you will see the comprehensive reports we provide and you can listen in to any of the calls which the team is making on your behalf. We welcome any feedback you can give us that will further improve our service to you.