Business Process
Outsourcing @ Vital

Vital Delivery

Vital offers Call center (Inbound and Outbound), Technical Support, Maintenance Support services through its India based call center.
Vital services enhance customer competitive advantage through

• Seamless        – 24X7, Boundary-less integration with your operations
• Efficient           - Measured through metrics
• Reliable           - Predictable and repeatable through process
• Value               - Low costs and High value
• Expert              - Quality through domain expertise
  
  Vital SERVE™ ensures enhanced business efficiencies.

Process

Vital follows templated process that is tailored to meet the customer delivery requirements.  Vital process is derived from the best industry practices, incorporating the domain experience.  Vital processes are ISO 9001 compliant.  Vital has initiated measures for certifications to BS-7799 (Information Security Management System) and COPC (Customer Operations Performance Center) standards.

Competence

• Technology      - Usage of latest and appropriate technologies
• Domain           - Understand customer’s business drivers and barriers
• Delivery          - On time, every time through process and project management
• Project            - Elaborate and tight project management and communication
• Risk Mitigation  - Well defined risk identification and mitigation
• Process           - Rigorous plan, review, report and analysis

People

• Key People      - Top level management experience and stable team of senior professionals
• Recruitment     - Able to quickly recruit large skilled and trained resources through Associate  company, which is India’s largest Tech recruiter;
• Ramp-up         - Flexible and scalable organization to ramp up to the required levels
• Training          - Well organized and frequent training programs to keep people delivery ready
• Ownership       - Each employee is the corporate citizen and owner of the deliverables, ensuring  fail-safe delivery

Infrastructure

• Support centre which operates 24x7
• Automatic call distributor
• Handset connected to all digital ports for superior voice quality
• Facsimile and Head set devices connected to all analog devices
• Fully functioning 512 kbps VOIP connection
• IVR platform (integration and hosting)
• eCRM tool (customer provided)
• Voice comprehension technology (optional)
• Technology for remote multiplex management
• Interactive training rooms and simulation labs
• Highly reliable desktops by global giants
• Redundancy Provided at every point of failure (Complete redundancy for voice facility under process, a redundant VOIP to be set up)
• LAN based on advanced technology, firewall and secure VPN for remote access. All these are sufficiently backed by backend support agreement
• 100% UPS and full generator back up power redundancy
• Complete disaster recovery procedure
• CCTV and entry restriction at all points via swipe cards
• Facility for discrete client quality monitoring

Risk Management

Vital risk management is well defined process that continuously captures all the risks, classifies them, prioritizes according to severity, and continuously monitors the agreed mitigation plan.  Mitigation plans are detailed for Project level, Team level, Company level and Customer level parameters.  The risk management also extends to Relationship level, where Vital ensures risk free transition to outsourced services.

Confidentiality

Vital values and enforces confidentiality of customer information and sensitive data through legally binding Non Disclosure agreements, Careful handling of customer information and clean room infrastructure.

Information security

Vital conforms to the Information Security Management System (ISMS) of BS-7799 standard and ensures absolute security to the information provided by the customer and transacted through Vital agents.

Vital Support features

• Seamless 24X7 support – Where ever your customers are, they are supported in real time
• Service Level Agreements – Clearly agreed Service levels are demonstrated through metrics
• Defined Process – Process tailored to meet your requirements
• Trained personnel – Trained in customer handling and product technical support
• Infrastructure – Inbound / Outbound Calling through VOIP, e-mail support
• CRM software experience – CRM specific to your requirements will be maintained
• Knowledge Base – Continuous capture of knowledge and organized repository
• Escalation- Irrespective of type of complaint, various levels of support to entire product lifecycle

Benefits to the Customer

• Enhanced customer responsiveness and serviceability
• Improved and measured customer satisfaction
• High quality services at low costs
• Improved Time to Market and Quicker ROI
• Assured availability of products and services
• Improved production / procurement / inventory planning
• Improved Customer focus on core business areas
• Improved scalability and efficiencies