Call CentreIn order to provide the best possible recovery services, VVM aspires to be at the forefront of technology. We make use of a complete cloud based communications solution, Smartz Communications. This includes a comprehensive cloud based contact centre suite providing all inbound and outbound functionality as well as administrative capacity.
Digital CommunicationAnother 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 omni channel and social media communications, also incorporated in Smartz Communications. This allows our customers to engage with us in a more interactive, transparent and accessible manner. Our communication channels include
- Live chat
This multipronged approach allows us to continually improve our engagement with debtors and enables a structured two way Chatz solution. Furthermore, our unique queueing system reduces inbound volumes and complaints whilst making it possible to communicate with debtors who prefer not to use traditional call centre dialogues.
Human Asset ManagementWe believe in sustained excellence, which is why we invest in our staff. Our cloud based human asset management system, Smartz Human Asset Management, provides an effective internal communication platform across the entire company, correlating trends and allowing us to better understand the heartbeat of VVM. This platform allows us to manage:
- Quality Assurance assessments
- Library of HR reports
- Online examinations for staff
Business Intelligence & AnalyticsVVM uses business intelligence tools to model all datasets and improve its product offerings. We have implemented Sisense, a global industry leading tool in analysing big data. Reporting and analytics are key to our day to day operations. We rely on our vast data sets to improve and refine customer relationship management strategies in our contact centres. Data is modelled daily to understand and benchmark campaigns. Dashboards and reports are available in real time to promps timeous decisions and tweaks in strategy. External data is introduced daily. We are able to give our clients data to assist them with:
- Call centre campaign analysis
- Data insight and oversight (debtor profiles; data held by multiple sources)
- Agent productivity
- Payment trend analysis