Implementation of Technology begins right at the entry point. Access to the work area is allowed only to personnel who possess a Smart Card and a Personal Identification Number.

By the installation and optimal usage of technology we are in a position to monitor every stage of voice interaction between our CSRs and the customers. Usage of the Automatic Call Distribution (ACD) system, the Interactive Voice Response (IVR) and the CTI enables monitoring and implementation of some essential services like multi-call handling, skill based routing, multi-language classifications, and transfer of call capabilities to the CSR from the caller and back.

Our Technology team ensures that our operations integrate seamlessly with yours. We have considerable experience in using multiple eCRM platforms.

Security of our client's information, network, databases and facilities is a priority. Our systems and customer data are protected behind secure firewalls to ensure data security and customer privacy or confidentiality. Client data access and exchange is provided through dedicated point-to-point frame relay, VPN circuits or IP authentication. 

We utilize TCP/IP protocols over a fully switched and duplexed Ethernet network, ensuring that our CSRs are never waiting for network response. The systems are built on industry standard IP protocols, using advanced web architecture. We have complete backup systems that mirror operational systems second-by-second. Besides UPS systems, our facility has full generator power back up on auto transfer switches to ensure continuous network operations.

We have deployed state of the art voice and data equipment that integrates with our CRM platforms to provide a seamless, reliable, scalable and secure solution.

V-Contact has a state-of-the-art, facility with a capacity to staff over 300 CSRs on a multi-shift basis. The facility is designed for integrated Internet and voice-based support as per international best practices. The unique modular design of our workspace enables us to provide dedicated infrastructure for our clients.. 

Specific areas of our facilities are demarcated, with dedicated infrastructure, for each of our clients. Our facilities are fully equipped with separate areas demarcated for key functions - recruitment, training, operations, administration and quality control. The facilities have a well-equipped recreation area.

The facilities have 24x7 security guard protection and are equipped with closed circuit security cameras that record activity from strategic locations within the centers. Access to different parts of the facility is controlled by a swipe-card access system with different levels of access allowing us to limit access areas. The access system provides an audit trail and has the ability to track people entering and leaving the facility. There are well-defined fire exits and advanced fire-protection systems.

Each project is monitored along a well-defined set of parameters, including quality, quantity and costs. The parameters are tracked every shift to ensure that deviations are detected quickly, allowing corrective action to be taken in the shortest possible time. 

We can provide reports on an hourly basis, giving details including trunk level summaries, agent level summaries, skill level summaries and Virtual Direct Number summaries.

Reports are provided to our clients in electronic format as per the reporting list drawn up at the start of the program. In addition, based on specific client requirements, a web-based reporting option can also be provided. Here the client is provided with a login-id and can access reports by logging into a separate section on our website.