Contact Centre Outsourcing ยท delivered with people
Contact centre outsourcing and customer service operations run by people
Customer operations support run by people, backed by the right technology. Outsourced customer service as a defined part of your operation, run by a team, with 24-hour cover.
Answering, bookings, overflow, after-hours, outbound calls, collections, back-office work, email and chat. Delivered by Vantrel's own team and a partner team depending on the service, on an Australian or an offshore team as you prefer. The phone system and any AI agents are designed around the people, not instead of them.
Operating model
Scope, brief, go-live, review
- You hand over work, not seatsa defined scope with hours, channels and rulesScope
- People briefed on your businesshow you handle each kind of contact, captured from your peopleBrief
- Work reaches the team through your phone systemyour numbers, your call flows; AI agents take the routine and hand the rest overGo-live
- You see what was handled and what was escalatedone named Vantrel account owner after go-liveReview
Service scope
What work can be handled
If the need is answering calls only, Business call answering is the page for that.
- Inbound answeringcalls answered in your business's name, as briefed
- Message takingthe caller, the reason, what they need, passed to the right person
- Bookings and schedulingappointments made and changed in the system you run
- Overflowcalls taken when your own team is busy
- After-hourscover outside the hours your team works
- Outbound callsfollow-ups, confirmations and campaigns, from a brief
- Collectionsoutbound and inbound collections work, within the rules you set
- Back-office and adminthe processing that sits behind customer work
- Email and chat handlingwritten channels run to the same brief as the phone
Ownership model
Who does the work, where, and when
- Who
- Vantrel's own team and a delivery partner's team, depending on the service. You contract with Vantrel for all of it.
- Where
- Blended Australian and offshore teams. A business can ask for an Australian team or an offshore team.
- Hours
- 24-hour cover.
- Who you call
- One named Vantrel account owner after go-live.
Process
What scoping an engagement covers
Timing and the onboarding steps themselves are agreed in the scoping.
- 01Scope
The work, the channels, the hours, and what the team may and may not do.
Together - 02Knowledge
How your business handles each kind of contact, captured from your people.
You provide - 03Training
How the team is briefed on your contacts before go-live.
Vantrel - 04Go-live
The phone system and any AI agent configured to send the right work to the team.
Vantrel - 05Review
How you see what the team handled and what was escalated.
You see
How quality is kept
The same review, applied to the team's conversations
The same review Vantrel sets up for contact centres can be applied to the team's conversations: quality criteria, compliance items, sentiment, coaching moments and performance signals across voice, chat, email and tickets, with the flagged moments visible to your own people. Who reviews and how often is agreed in the scoping.
The technology around the people
It decides what reaches the team; it does not replace it
The team works on the phone system. Calls reach them through the same call flows as the rest of the business, from your numbers, with after-hours and overflow rules built in. AI agents can take the routine, defined jobs (bookings, confirmations, common enquiries) and hand the rest to the team with the context passed, so people take the calls that need judgement. Review reads the conversations afterwards.
What a quote depends on
Five things to bring
- The services in scope, and the channels
- The hours of cover, and whether after-hours is included
- The volume: contacts per day, and how it peaks
- The team: Australian, offshore or blended
- What the team is authorised to do without escalating
Questions
Where is the team?
Blended across Australia and offshore. A business can ask for an Australian team or an offshore team.
Who do we contract with?
Vantrel, for all the services it supplies, including the work delivered by a partner team.
We only need calls answered.
Then Business call answering is the right page: AI, people or both, for calls alone.
What should we bring to the first conversation?
The work you want handled, the hours, the channels, the rough volume, and what goes wrong today when the team cannot cope.
Discuss your operation
The work, the hours, the channels and the volume are enough to start.