Call Centre

VVM aspires to be at the forefront of technology and believes that such innovation offers benefits in how we provide recovery services. VVM makes use of a complete cloud-based communications solutions – Smartz Communications. Part of the solution is a comprehensive Cloud-based Contact Centre Suite that provides all Inbound and Outbound functionality along with ease-of-use and the ability for VVM to administer all aspects of our Contact Centre.

Digital Communication

Another critical aspect of a modern contact centre is the focus on more than traditional phone calls. At VVM we have embraced the digital revolution with the successful adoption of omnichannel and Social media communications – Smartz Communications. This communication tool allows our customers to engage with us in a more interactive, transparent and accessible manner

Part of our omni-channel communications is:

  • Voice
  • IVR
  • SMS
  • Webchat
  • LinkedIn
  • Facebook
  • Instagram
  • Twitter
  • Email
  • Whatsapp

Our approach to digital communication has allowed us to continually improve our engagement with debtors through our social media channels and has allowed for a structured two-way Chatz solution. Further through our unique queueing system, we are able to reduce inbound volumes and complaints whilst being able to communicate with those debtors – who prefer to not use traditional call centre dialogues.

Human Asset Management

We believe in continued excellence, which is why we invest in our staff and our surroundings. One of the ways we invest in our employees is through our cloud-based human asset management system – Smartz Human Asset Management. The integrated platform allows us to stay in the loop with our employees through an effective internal communication platform. This solution leverages our entire company and correlates trends to better understand the heartbeat of VVM.

Through this cloud-based solution, we can better manage:

  • E-learning
  • Surveys
  • Quality Assurance assessments
  • Library of HR reports
  • Online examinations for staff

Business Intelligence & Analytics

VVM uses business intelligence tools so as to model all datasets and improve its product offerings. VVM has implemented Sisense, a global industry leading business intelligence tool for Big Data. Reporting and analytics are the key to VVM’s day to day operations.

VVM places reliance on its vast data sets to improve and refine customer relationship management strategies in its contact centres. Data is modelled daily to best understand and benchmark campaigns. Dashboards and reports are available in real time so as to prompt timeous decisions and tweaks in strategy.

External data is introduced daily from internal and external sources so as to improve RPC, reporting and to assist with data modelling.

VVM is able to feed data to clients as and when required which enables us to assist you with:

  • Call centre campaign analysis
  • Data insight and oversight (debtor profiles; data overlaying across multiple sources)
  • Agent productivity
  • Payment trend analysis