Email is one of the easiest ways of communication for both you and your customers. Answering each email in a personal and a prompt manner can often be a nerve-racking experience. MailTouch™ can effectively manage the volume of your emails, giving your customers the level of service they demand.

MailTouch™ enables you to build one-to-one communication channels interacting with your customer over the entire cycle - pre-sales, during the sale and after-sales. It also helps you to significantly reduce the cost of traditional customer support.

V-Contact is committed to providing dedicated professional management to oversee each of our clients' day to day business. V-Contact operates under a set of formalized internal processes. Our processes measure performance levels to promote the satisfaction of our clients, their customers, and our employees. Shown below is a typical process flow for managing inbound email under MailTouch™.

- Personalized: Our systems are geared to maintain distinctive records for each of your customers' past interactions. Consequently, each query received by us is responded to in a personalized manner. We believe this personal touch goes a long way in helping strengthen the bond between our clients and their customers.

- Affordable access to state of the art technology: We enable you to access best-of-breed email management technology without you incurring the costs associated with technology ownership, implementation, and training.

- Clear: The email responses are taken from our knowledge database. For new responses created outside the database, stringent checks are made for clarity and content. These responses are added to the knowledge database, if needed.

- Integrated: MailTouch™ is well integrated with ChatTouch™ and TeleTouch™, to provide a unified service platform to all your customers.

At critical moments, it is vital for you to be able to interact with your online customers without delay. Your customers want immediate and accurate answers when they are on your site. ChatTouch™ provides live-chat support, where our CSRs can initiate a live-chat request with your online customers who need help.

ChatTouch™ enhances your online customer relationships by providing live online assistance, where real people answer questions, handle complaints, and guide your customers around your site. It also helps you increase the "browse to buy" ratio on your website.

- Fast: Customer inquiries are routed to our CSRs based on their skill set and the complexity of the inquiry, at the same time ensuring that we meet your customer service level requirements, e.g., hold time and engagement time.

- Personalized: Each request is responded to in a personalized manner. Based on requirements of the request, as well as the past interactions of the customer, our CSRs can "push" web pages through your customer's browser to highlight a specific product or provide specific details. We believe this personal touch goes a long way in helping strengthen the bond between you and your customers.

- Affordable access to state of the art technology: We enable you to access the best of breed chat-enabling technology without you incurring the costs associated with technology ownership, implementation, and training.

- Clear: Our CSRs undergo special training in conducting live chats, to enable them to understand customer requests and respond to them appropriately. The CSRs use a combination of text chat and web page pushing techniques to address your customer requirements.

- Integrated: ChatTouch™ is well integrated with MailTouch™ and TeleTouch™, to provide a unified service platform to all your customers. This enables you and your customers to follow up on earlier emails or telephone interactions in a seamless way.

When your customer wants the assurance of being able to talk to a company representative, there is no substitute for the sound of a human voice. TeleTouch™, the voice-based service from V-Contact, provides your customers with the comfort and assurance of talking to a real person.


Customer calls to your support line get routed to our facility where our CSRs answer the calls on your behalf.

- Fast: TeleTouch™ ensures prompt service to your customers, with hold times matching your specifications. TeleTouch™ integrated with our eCRM technology can guide your customers to the relevant information on your website with ease and lower engagement times.

- Personalized: We strive to ensure that our customer service incorporates the same level of personal touch that characterizes and distinguishes your business from others.

- Affordable access to state of the art technology: We enable you to access state-of-the art-voice technology, without you incurring the costs associated with technology ownership, implementation, and training.

- Integrated: TeleTouch™, is integrated with ChatTouch™ and MailTouch™ to provide a unified platform for you and your customers to follow up on earlier interactions in a seamless way.

V-Contact provides specific Web-based services to assist you in managing your customer data and extracting latent business information.

Transaction processing is one of the largest segments of the BPO marketplace. V-Contact can support a range of Transaction processing services. In particular, V-Contact can provide 3 key types of processing services - order processing, claims processing and loan processing.

Order processing services include processing of application forms (both paper and electronic), information verification, authorization and confirmation.

Claims processing services refers to electronic information capture, information verification, eligibility determination, and reporting of information. In addition, over time there are opportunities for providing higher-end services such as data mining and analysis.

Loan processing services involve information capture, verification of information on loan application forms, and screening application against pre-defined criteria.

The Financial and Accounting services outsourcing space is quite diverse and offers opportunity to provide a wide range of offshore services. V-Contact' services focus on 3 key dimensions - billing, A/R management and A/P management.

Billing activities include providing invoice processing, handling exception, providing customer service and reconciliation of accounts.

Accounts Receivables management services include analyzing receivables, outbound A/R follow-up, and reconciliation. Our experience with outbound calling to consumers and businesses is very relevant for this service offering.

Accounts Payable management services involve imaging invoices, matching with other internal documentation (e.g., goods receipt), payment scheduling and funds allocation.

The HR services outsourcing is an important growth area for V-Contact. The key area of focus in the HR services space include payroll processing, benefits administration and record management.

Payroll and benefits processing services include capturing, analyzing and reporting employee-related and performance data. In addition, the services include managing compensation, benefits program to help our clients reduce internal processes and administration burdens.

PilotTouch enables you to test-drive V-Contact's world-class customer support services at a nominal cost, so that you can experience first hand our superior service delivery standards. V-Contact experience and unique account management structure - the Client Touch Team, places us in a unique position to support your customer service requirements in a seamless manner. Our success to date stems from our approach whereby our client servicing organization works in synchronization with our operations team to facilitate consistency between the proposal, and the various phases of implementation, deployment and ongoing operations. This approach assures you of immediate access to key personnel on both continents despite time differences. During early stages of project implementation, key members of the Client Touch Team may spend time at the client's premises, and/ or have a team from the client spend time with the Client Touch Team at our operations. This facilitates our ability to respond immediately to manage change requests and market influences affecting business..

Out bound telemarketing

The project required us to contact Doctors in US to subscribe to DMagazine.

We were provided with a calling list of Doctors in the US. We had to validate the database provided to us. We had to confirm the names of Doctors, Designation, clinic address, contact numbers, time of practice and their area of specialisation.

Database Creation of Research Questionnaires

The work involved processing of Market Research Questinnaires completed by customers. Physical Questinnaires in original were shipped to us by airmail.

One part of the work required us to convert documents to images by using scanning technology and delivering to DSS the images on CDs.

Second part of work required us to convert original questionnaires into a database format. Dual entries for the same questionnaire by two different data entry operators and the software would identify errors to keep overall quality above 99% accuracy. The overall turn around time for processing was less then 48 hrs.

Digitizing of Printed Material

The work involved convergent of Physical Books, Magazines etc. to E-Books.

The work required us to convert original books, magazine etc. to digital format so that it can be provided as E-Books on internet.

Out bound telemarketing

The project required us to contact existing customers of Southwestern Bell Communications in the Texas area.

NII Communication is a reseller for SBC in the Texas area. The work encompassed us to convince existing SBC customers to switch over their existing services provided by SBC to NII Communications. The customers who switchover to NII would benefit by saving 10% on their existing bills, keeping the same telephone number and not experience any disconnection during switchover.

Out bound telemarketing

The project required us to contact people at home to take a holiday at The Ramada Plaza Resorts in Florida.

We were provided with list of home numbers in US. We had to convince people going on a holiday, to take their next holiday at Disneyworld’s 100th Birthday Bash in Florida, USA.

The Holiday Package consisted of 4 days / 3 nights stay at Disneyworld and 3 days / 2 nights stay at Ft. Lauderdale at a discounted price.

Out bound telemarketing

The project required us to contact prospective customers for annual subscription of Management seminars.

We were provided with list of Human Resource Managers and Training Managers in various customers in US. We had to convince prospective customers on subscribing to Web seminars being offered by The Graduate Club.

Health Insurance Claims Forms Processing

We were provided with images of invoices raised by individual Doctors, Clinics, Private Hospitals raised on the insurance company from the Ohio area, USA. The images were downloaded by us from FTP server and need to be processed within 24 hrs. and had to be uploaded back to the server with 99% accuracy.