World class call centre technology

The latest technology meeting your needs

Vital Contact has invested heavily in state-of-the-art technology. Technology which can provide the very best results in terms of everything from campaign planning to call-handling to highly effective analytical reporting.

Everything you need to maximise the effectiveness of your business call-handling whether it be top-up reception services, crisis management or a fully-fledged direct sales drive.

Most importantly, you enjoy the benefits without having to invest in developing and continually upgrading the technology. We do that for you.

Our sophisticated and flexible software ensures we can tailor our technology to meet your exact requirements, whatever your call handling needs may be.

And it also means our customers can have unprecedented access to call records, statistics and call recordings. You can listen in on any calls as they are taking place.

Most important of all, our investment in the latest technology ensures any number of calls can be handled on your behalf, at any time of day.

Integrated in and outbound applications

Vital Contact uses the NEC Aspire platform which provides an integrated in and outbound application allowing us to run simple or complex campaigns, to analyse the results and to achieve your targets.

NEC Aspire’s flexible configuration can be tailored to meet your exact call handling requirements and it helps us to keep your costs down by balancing and utilising resources in the most effective way.

For example, we may be handling a campaign where we phone out and we receive incoming calls. We can monitor the incoming calls in real time and automatically delete these numbers from agents’ outgoing phonelists so the customer is not contacted twice.

Effective customer communications

The CallScripter application provides a step-by-step customer communications guide for our agents. It ensures all the relevant information is collected and saved correctly.

CallScripter allows reports to be collated, run at set times and delivered automatically in a variety of formats – letter, fax, e-mail or SMS message. CSV files can be produced for importing into other database systems.

With its powerful scripting system, sales support staff with no technical knowledge can quickly and easily create full multimedia call flow diagrams and reports for the sales team to present to customers. Colour, sound, visuals, graphics, hyperlinks and web content can be easily incorporated into these multimedia sales presentations.

Supporting complex product ordering

CallScripter has an inbuilt product ordering module which allows complex shopping systems to be created. Simply choose from more than 100 point-and-click controls and ready-made templates and you can develop or update the most complex campaign in minutes.

Technological interface

A series of database connection tools enable CallScripter to interact with legacy systems. CallScripter is connected to our NEC Aspire platform via CTI to dial and transfer calls from screen with incoming calls automatically launching the relevant campaign.