Archive for June, 2017

VCC Live Pay is now available in 146 countries!

Posted on: June 30th, 2017 by viktorvarga No Comments

We are delighted to announce that VCC Live Pay, with the help of Worldpay, can now help organisations to securely process international payments from their clients and customers.

Worldpay is an international payment processing company that has been offering multi-channel and cross-border payment services for over 25 years. A leader in the field, Worldpay offers over 300 types of end-to-end payment processing methods in 146 countries. In addition to their global presence, what makes their service even more unique is the fact that international payments can be made in over 126 currencies. This technology allows companies to handle customer payments across a huge number of countries, and all without coming into contact with any payment card data. Naturally, providing so many payment processing options, Worldpay holds the strictest PCI DSS certificate, which guarantees a perfect level of security for card holders.

As you will remember, in the autumn of 2015 we introduced VCC Live Pay – a service that allows organisations to process card payments easily and securely during a single phone conversation with an operator. The service, started in Hungary as the result of a strategic partnership with OTP Mobil’s Simplepay, provides an innovative and secure payment option for clients working in sales and debt collection in the region. At VCC Live, however, we are committed to bringing our clients the best contact centre solutions no matter where they are, and this of course means working beyond our national borders. This is why, in order to provide secure payment services for customers outside of Hungary, VCC Live has now integrated Worldpay’s technology for international payments in a variety of currencies into its solution.

This is an important milestone in the development of our product and service portfolio. After the successful introduction of VCC Live Pay almost two years ago, we are now looking forward to bringing this service to our clients throughout the world.

Want to know more about VCC Live Pay?  

Secure credit card transactions by phone  

Recurring Payment for VCC Live Pay.

VCC Live Chat

Posted on: June 21st, 2017 by viktorvarga No Comments

We’ve been working tirelessly to bring you the newest addition to the VCC Live solution family for multichannel contact centres – live chat. And now, with your help, we want to make it perfect!

As we are sure you will know, the portfolio of functions in VCC Live’s software solution are developed in-house by our own team, and we never stop working on improving our products and services. As with all companies, testing is an integral part of developing any new product, and at VCC Live we have a very strict automated and manual testing system, allowing us to identify any issues that need to be fixed before a new release. Now, however, we would like to invite you, our users, to get involved in the testing process for one of our new function – live chat!

About VCC Live Chat

VCC Live Chat allows you to easily implement a chat function within interfaces such as webpages and social media platforms. After adding this function to your home page, users visiting the page will see a pop-up chat window greet them and invite them to ask a question or bring up a concern to an operator using instant live chat. Chat messages are received by your contact centre agents via the VCC Live client software.

This new beta function is scheduled to be released in the next few weeks. In the run up to its release, we are looking for volunteers who would like to join our beta testing process and help us make sure all aspects of the application work as expected, and, as our clients, meet your expectations. Beta testers will play an important role in the development and final release of this function.

Calling beta testers everywhere!

If you would like to participate in the beta testing process, here are a few important things you need to know:

  • You will need to integrate VCC Live Chat onto your company’s homepage. Your operators will receive chat messages from customers via the VCC Live client software.
  • 100% functionality is not guaranteed. It is possible you will experience errors while using the chat function, which you will need to notify us about.
  • During beta testing you will be using the basic version of the chat function. Further features will be developed and implemented over time.

To take part in the beta testing process, please register your interest in this form.

VCC Live’s work is motivated by seeing the benefits our clients experience while using our products. This is why client feedback is extremely important to us. Become one of our beta testers by trying out the VCC Live Chat function, and together we can make VCC Live’s solution better for everyone!

Expanding our geography

Posted on: June 15th, 2017 by viktorvarga No Comments

At VCC Live we believe in personal contact. This is why we love meeting our clients and discussing their needs in person. And if that means going to East Africa, then that is what we will do.

For a number of years we have been providing a contact centre solution for an international European bank’s debt collection division. After having successfully expanded and standardised these debt collection processes in over 20 countries, in January 2016 the bank asked us to support a further expansion of this service – this time into Kenya, Africa. Within a short period of time we were ready to execute a pilot project, however the client subsequently decided to put the initiative on hold. But, as the saying goes, when one door closes, another one opens, and even though this project had not come to fruition, it opened our eyes to the huge opportunities in the continent. And so we began our journey into Africa: one year on, let’s see how things have developed.

VCC Live – live in Africa

In the last twelve months we have invested a lot of energy into bringing our cloud-based contact centre software and services to the region, with great success. Our first projects in Kenya and Uganda were established in April 2016, and went live in June of the same year. This exciting new chapter in the history and growth of VCC Live has continued, as we have started to build on these successes in the region by focussing on building a network of relevant distributors and retailers. We have built new connections and received recognition from local companies and clients who appreciate the benefits of cloud-based contact centres, and are delighted to report that we now have a strong presence in Kenya and Uganda.

At the end of May this year, two members of our team, Gábor Kocsis (Business Development and Sales Partner), and Magdalena Mielniczek (Customer Development Manager) visited Kenya and Uganda to hold a workshop, meeting managers and representatives of more than 25 local and international companies. At the workshop, Gábor and Magdalena facilitated a Proof of Concept session, showing how VCC Live’s contact centre solution can transform and make their business operations model even more efficient and successful. They were joined by one of our local partners from SimbaNET, who helped answer the many questions attendees had, and provide background information regarding connectivity and coverage.

VCC Live workshop in Africa

Conversation and interaction

This workshop session, as well as presenting VCC Live’s capabilities, was also interactive, allowing participants to think about their own business needs and how they could take advantage of the possibilities VCC Live’s software and services offer. The interactive content was divided into three parts, and focussed on the three most important aspects of business operations: doing business, employees, and technology. Participants were encouraged to create plans and think about how VCC Live could make a difference to them and transform the way they work.

The workshop provided a lot of food for thought and generated many discussions. Every client had different needs and requirements, and it was of the utmost importance to them that they could discuss them in person. As a result of this workshop, we are delighted to have started working on some new pilot projects and also finalised some of the pilots we have been working on in the last few months. Regardless of whether these projects are still in a pilot stage or are already finalised contracts, we are preparing to visit our clients in Kenya and Uganda again very soon.

We strongly believe in the effectiveness our workshops provide for such discussions. Come and attend our next session, and see for yourself.

VCC Live around the world

Posted on: June 13th, 2017 by viktorvarga No Comments

In a global world, it is important to provide a universal level of service to all your customers, wherever they are. This is how we help our clients from Kenya to Germany, and from USA to Australia.

History

At VCC Live, we have been dedicating our energy to developing innovative call centre solutions since 1999. Our services became exclusively cloud-based in 2008 when we released our first cloud-based call centre service – Virtual Call Center – and this landmark product subsequently gave our company its new name. We also invested a lot of effort into creating supporting telecommunications networks so that our innovative solution could work at its best. The success and reliability of our product and network has become increasingly recognised by the call centre industry, both in our home country of Hungary and abroad. Thanks to this new interest in our product from abroad, an exciting new chapter for our company has begun, as we begin spreading the VCC Live word around the world…

Geography

Discovering new territories in which business can be done is always an exciting revelation for any company. VCC Live’s journey began in 2011, when we opened an office in Erding, Germany; three years later we expanded north, opening offices in Warsaw, Poland. With a presence in three European countries, other international customers soon began to hear about and discover the benefits of our software and services. We began being contacted by companies from all over the world, expanding our network of distributors and retailers to other countries, and meeting the expectations of large clients, including one of our largest, a European bank and financial institution operating internationally.

The bank, which has offices in 23 countries around the world, wanted to standardise their operations across the organisation and use a single system which would work seamlessly in all of their branches across the world. What better way to achieve their aims than with a cloud-based contact centre software solution with a proven track record of success? VCC Live provided the support to help the bank both transform their debt-collecting processes and generate new opportunities through services such as mass SMS, outgoing IVR, and email. We then helped them standardise these processes globally across their organisation, so that they are now used within all 23 countries that the bank operates in.

The numbers

Over the years, we have become an integral part of many organisations operations in many countries around the world. The numbers speak for themselves: our three branches and five data centres provide reliable services for more than 6000 users, in more than 32 countries. Furthermore, we provide telecom coverage in more than 150 countries, allowing our clients to enjoy uninterrupted work through stable telecommunication services. And with our new offices opening in the United States this number will shortly grow.

In every company’s journey there are events that mark important milestones in its history. For some organisations such milestones are the release of important new products. For others, it’s conquering new markets. For us, it’s a combination of both. VCC Live is proud to say that it can bring the latest cloud-based contact centre technology to your door, wherever you are.

Is email a communication channel of the past?

Posted on: June 7th, 2017 by viktorvarga No Comments

Technology today allows people to choose from a vast array of communication channels. We have more possibilities than ever before to express ourselves and communicate to others. So do we still need email?

A few years ago, we used telephones only to make calls and our personal computers to write emails, today’s smartphones and other state-of-the-art devices allow us to switch between multiple communication channels effortlessly and conveniently. Instant text and voice messages, chat, email, video calls, and social media give us the power to choose how we wish to communicate, depending on our mood, time of day, and the type of message we wish to share. This array of possibilities is also reflected in the business world, where, more often than not, customers are the ones who dictate how and when they want to interact with organisations. And, contrary to what you might think, many of them still prefer using email as their communication tool of choice.

Email is not dead!

Even though email is often thought of as less effective and popular than, for example, social media, it is still a communication channel that seems to be of great importance to many. In regard to the contact centre world, according to some of the latest research on the topic, approximately one third of people still prefer contacting customer service contact centres via email. While telephone support is often limited by practicalities such as working hours and how busy telephone lines are, email gives customers the opportunity to send an enquiry and come back to the reply at their own convenience. However, this can also have a negative result if the response to a customer email is below customer expectations, with the overall performance of the contact centre being perceived as poor, even if all other communication channels used by the centre work effectively. Because of this, and for many other reasons, it is worth putting a large amount of effort into providing seamless email support to your customers.

When is email the best choice?

While it is clear that phone calls are still the most effective means of communication for contact centres, there are cases in which email can provide better results, or even boost the efficiency of your contact centre. Here are a few situations when sending a written message is advantageous to a phone conversation:

  • Sales and offers: customers often get in touch with contact centres to request information about a product or service. While a phone call is the perfect way to answer a customer’s questions immediately, a follow-up email with a personalised offer after a conversation can be a great way to keep the customer’s focus on the product or service, and boost potential sales.
  • Detailed step-by-step information: every technical support agent knows it can take a long time to guide users through product or software enquiries over the phone. Sending step-by-step help in an email can save time and energy, and also allows customers the chance to refer back to these emails in the future, instead of calling again.
  • Attaching files and screenshots: timely and competent technical support often requires a screenshot or picture of the experienced issue. It is undeniable that email is still the most reliable and easiest way to attach a picture, screenshot or any other visual material that helps describe an issue.
  • Paper trail of communication: it is important for both contact centre agents (especially when dealing with complaint handling) and customers to keep a written trace of communications and exchanged information, both for future reference and proof of what was said.
  • Better quality of service: providing a perfect answer requires time, which, with a customer waiting at the other end of the line, is what you don’t always have during a phone call. In sensitive cases, email can be a better communication tool, as it gives enough time for careful phrasing. It is also useful if you need to provide clear and high-quality technical descriptions and information.

So, how can you improve your email communications?

No one is better aware than yourself of the elements that make up the knowledge and experience within your company, but knowledge in itself is not enough if not shared effectively and clearly with the people who need it. Even if you feel you already successfully handle communication with your customers, there is always something that can be improved and made even better. Here are three tips which we believe make an immediate, positive impact on email communications in your contact centre:

  • Keep track of contact and issue history: this allows agents to identify customers and know whether they have previously been in contact with other agents in the company regarding the same issue – offering a customer a solution that has already failed to help will not be very productive use of your agents’ time. A good software solution can also help agents see whether another colleague is already working on the issue, thus avoiding duplicate responses.
  • Acknowledgement emails: sending an automatic acknowledgement message reassures customers that they will subsequently receive prompt, high-quality service. It provides a personal touch to your communication, and makes a positive impression on customers, who feel they are being taken care of and focussed on.
  • SLA: deciding on strict SLA rules and keeping to them is of key importance to any contact centre dealing with incoming emails. It is important for customers to know how long it will normally take for an agent to answer their enquiry. This is something which can easily be integrated into the automated acknowledgement message mentioned above.

Old-fashioned as it may seem, email is still a communication channel with a lot of positive aspects, and it should not be ignored. Whether it is because customers don’t have the time or are not in the mood for a phone call, or because it is easier to send large amounts of factual information and files in a written communication, email will always be relevant to the contact centre communication mix. With a few easy tricks it can be turned to your advantage, and help you to not only meet your customers’ expectations, but also boost customer loyalty and interest in your products and services.

We will focus again on the importance of email in an article about KPIs to be published soon. Keep an eye out for it!