Vitel

Self-sufficient contact centre control & advanced management reporting

Vitel (formerly known as Bellcom) is a multilingual UK call centre based in the centre of Glasgow. It provides B2B and B2C international call-centre services on an outsourced basis.

Background

For the last three years Vitel has run a telesales campaign for a major media company. The client wanted to capture a lot of information about the outcomes of each call, so it could hone its activities accordingly, but Vitel’s dialler system could not easily cope with the need to pass information back and forth between inbound and outbound data sources.

Customising the existing system would have cost tens of thousands of pounds. For a campaign using just 4-5 agents, the work wouldn’t have been profitable. Vitel needed a system it could adapt itself, without recourse to an external specialist.

Solution

Vitel discovered First Contact, a specialist software solution for contact centres which is hosted online and provided via a software-as-a-service model. It tested the software and was impressed at its ease of use. Says IT manager Graham Smith, “First Contact offered us a way to meet our client’s requirements, but without being cost-prohibitive because we could build the system ourselves.”

Once it was up and running, the sales people could work off the same database for both inbound and outbound calls. This has made producing management information a lot easier. The agent script capabilities are a lot more flexible too, while structured forms ensure that calls are handled in a legally compliant way.

Outcome

The fact that First Contact is provided through a SaaS delivery model has whetted Vitel’s appetite for more. “If we used the system more widely across the business we’d be able to get away from having local servers we have to look after, and having to replace hardware every three years. That’s very appealing,” Mr Smith says.

“As we’ve seen from the current campaign, if there’s ever anything that needs to be sorted out (and that’s very rare), First Contact are right there and they resolve things very quickly. That takes a lot of work away from my team."

“Having used First Contact for the last two years, we know that it works and is very reliable,” he concludes. “The best thing is that we can take it and make it what we need it to be, and manage everything, without having to phone First Contact every day. That’s important because we move so fast."

“But if we do need help, they’re there and always ready to help. And there’s nothing we’ve asked for – whether development, scripting or management information – that hasn’t been possible. First Contact is an asset to our business.”

  • But if we do need help, they’re there and always ready to help. And there’s nothing we’ve asked for – whether development, scripting or management information – that hasn’t been possible. First Contact is an asset to our business.
    Graham Smith Vitel (Bellcom Group)

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