VKY
Expertise in every conversation.
VKY designs and runs contact centres. Our core leadership team has worked together, putting clients first, for more than 20 years. Our own technology team develops AI that supports our colleagues in giving your customers excellent service.
The result: higher productivity and customer satisfaction, from a team that puts your customers’ needs first.
Asking another organisation to look after your customers is a significant decision. We treat it as one.
Your customers
Each one is a person with a reason to get in touch. Some will need more help than others, and our colleagues are trained to recognise who, and to give it.
Your brand
Each conversation speaks for you, in your tone of voice and to your standards. It is also a chance to strengthen the connection between your customer and your brand.
Your obligations
Consumer Duty and the rules of your sector are written into how we work from the first day, and evidenced daily.
Contact centres first. AI where it makes the service better.
Take the whole service, or start with the part that matters most to you.
Customer service
Phone, WhatsApp, email and chat, handled in your tone of voice by colleagues trained in your products.
Claims
First notice of loss and claims support, day and night, with details checked as they are taken.
Payments, renewals and back office
Collections, renewals, payment exceptions and settlements: the work behind the promises made to your customers.
Complaints and their causes
Complaints handled fairly, and the reasons behind them found and removed, with the evidence shared with you.
AI agents and colleague support
AI developed by our own engineers for specific tasks: routine requests resolved end to end, and live prompts that help colleagues notice when a customer needs extra support.
Bringing your team with you
When colleagues join us from an existing operation, their terms come with them and they become part of the same culture.
- Financial services
- Insurance
- Energy
- Lettings and property management
Our AI is native to the service. We develop it ourselves, for the people who use it.
Developed by our own engineers
Our AI developers work in the same team as our contact centre experts. They hear the calls, see where customers get stuck and design around it.
Designed for the people who use it
It takes the routine work away and gives colleagues the context they need, so they have time to listen.
One team, one standard
The people who run your service and the people who develop its AI answer to the same leaders, to the same standard.
Already at work
For one UK insurer, 1 in 4 calls is now resolved by AI from start to finish, and colleagues’ calls are 20% shorter, with no drop in customer satisfaction.
A careful start, and no surprises after it.
- 01
We listen first
Before anything changes, we learn your customers, your products and the reasons people get in touch, and agree with you what good looks like.
- 02
We go live gradually
Every colleague is trained and signed off before speaking to a customer. The service is tested, introduced to a small group of real customers and reviewed with you daily before it reaches full volume.
- 03
We change one proven step at a time
Each improvement, from a new process to a new piece of AI, is tried with one or two teams and reviewed with you against real results before it goes further.
You can see everything we see.
Every interaction reviewed
Calls and AI conversations are all recorded, transcribed and reviewed against Consumer Duty and your sector’s standards. Not a sample.
Reported to you daily
A daily report, and a live dashboard you can open whenever you choose, showing why customers get in touch and what is changing.
Governed together
Joint governance, clear accountability on both sides, and full audit rights for you and your regulator.
A person in charge
Our AI agents tell customers they are AI and pass them to a colleague whenever they need one. Decisions on claims and complaints are always made by people.
Experienced people, close to your service.
Leadership
The leaders who formed VKY lead each client relationship themselves and are in the operation week in, week out. When you need a decision, you speak to the people who can make it.
Colleagues
The people who answer your customers stay with us for years. They are trained in your products and your tone of voice, given the authority to resolve, and led by managers they know by name.
Our people →What it means for you and your customers.
The first three figures each come from a single client’s service.
A regulated business, based in Glasgow.
- 22 years
- our core leadership team has worked together
- 2 continents
- The UK and South Africa, one culture
- FCA
- regulated activities carried out under FCA authorisation
If you call at 9pm on a Friday, we answer. Not because it is contractual, but because responsibility does not keep office hours.
The founders of VKY
To begin a conversation, write to info@vkyautomation.com. You will hear back from one of our founders.
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