VKY
We begin with you.
We work as consultants who shape and run your service, not as project managers. Our founders have set up contact centres many times, and they lead every one themselves. Our AI developers work in the same team, so the technology is shaped around your service from the first conversation.
Seven steps before your first customer calls. Then every week after.
Setting up your contact centre.
- 01
We begin with you.
We ask what great looks like for your customers, what matters most to your organisation and where your contact centre could do more. Then we listen to calls and learn why your customers get in touch.
- 02
We plan around your customers.
Capacity, channels and hours are planned around what your customers need, not the minimum needed to meet a service level.
- 03
We bring the right people together.
We recruit for warmth, judgement and instinct, bring in experienced colleagues of our own, or welcome your existing team across, who become part of the same culture.
- 04
We set up the operation.
The site, telephony, systems and security, connected to the platforms you already use, with continuity planned from the outset.
- 05
We write the guidance with you.
Processes, knowledge and the way customers who need extra support are looked after, agreed with you and written in your language.
- 06
We train until everyone is ready.
Your products, your systems, your sector and your tone of voice. Every colleague is signed off before speaking to a customer.
- 07
We test, then go live gradually.
Everything is tested in a safe environment, then with a small group of real customers, reviewed with you daily, before we move to full volume.
Every new idea starts small.
Each change, from a new process to a new piece of AI, is tried with one or two teams first, reviewed against real results with you, and only then rolled out across the operation. We work with the platforms you already run rather than replacing them, and the first realistic opportunities to improve are usually clear within a few months.
AI for routine calls was tried first on document requests and cancellations. Within three months it was resolving one in four calls from start to finish, with no drop in customer satisfaction, and only then was it rolled out.
Fixing the reasons customers call.
We look at why every customer got in touch. Some causes we fix ourselves; others we take to you with the evidence.
| Why customers call | What we often find | What we do |
|---|---|---|
| To chase a claim | They are not sure what happens next | Send updates before they need to ask |
| To check a payment or change | A step still needs a person | Automate that step |
| To ask about their policy | The wording is unclear | Raise it with you, with examples |
| To ask the same thing again | It was not resolved the first time | Coach the team and change the process |
| To question an outcome | It was not explained clearly | Rewrite the guidance and coach |
What your customers experience.
The full picture
The customer is identified and the reason for the call is on screen before the colleague says hello.
The authority to resolve
Colleagues are trained, trusted and given the time to resolve the query on the first call.
Extra support, noticed early
Customers who need more help are recognised and looked after by people trained to give it.
A clear next step
Every call ends with the customer knowing what happens next, and the follow-up is booked.
Fewer reasons to call
We look at why customers got in touch and remove the causes.
Every interaction reviewed
Every call is quality-checked, not a sample, and reported to you daily.
Every week after that.
- 01
The team becomes part of yours.
Our people learn your culture and values, and leaders on both sides work together every week.
- 02
The service improves every week.
We coach every week, report daily and act on what customers tell us.
- 03
Technology is introduced where it helps.
One task at a time, tested with your customers first.
- 04
People grow.
Pay rises with skill and we promote from within first.
For you, your customers and your colleagues.
For you
A founder leads the set-up and stays with it, and nothing changes for your customers until you have seen it work.
For your customers
The colleagues they speak to are ready from the first call, and the service gets a little better every week.
For your colleagues
Whether they join us or we recruit them, they are trained, supported and part of a team that feels like yours.
To begin a conversation, write to info@vkyautomation.com. You will hear back from one of our founders.
Contact →