VSP improves outsourced customer service with an omnichannel contact centre solution

VSP has provided outsourced customer service for more than 21 years. Many of its long-standing customers are leading brands in their respective industries. Nearly 400 professionals provide outsourced customer service across four locations.

VSP acts as a proactive development partner, helping its customers turn customer service into a driver of business growth.

The collaboration originally began with First Goal, which has since become part of IQI.

Strengthening VSP’s digital customer service capabilities

“We provide outsourced customer service to more than 70 customers, and our customer service platforms play a central role in our operations. Our operating environment is demanding because we serve several customers on the same platform, while their data and processes must remain strictly separate.”

Jyri Pouttu
Business Director, VSP

To address this challenge, VSP began looking for a modern customer service platform that would support automation and system integrations. The long-term objective was to strengthen the company’s digital capabilities.

An experienced partner for the procurement process

“Our objective was to find a modern and cost-effective technology solution that would meet our needs for at least the next five years. Procurement processes of this scale require considerable work, and customer service platforms are not something an organisation wants to replace frequently,” Pouttu explains.

VSP selected IQI to provide expert support throughout the procurement process.

“IQI had credible specialists with the expertise required to support us in both the procurement and technical comparison of the available solutions,” Pouttu says.

Selecting and implementing an omnichannel contact centre solution

The project included assessing VSP’s outsourced customer service operating model and selecting and implementing an omnichannel contact centre solution. IQI acted as a consultant throughout the initiative and played an important role from shortlisting potential providers to final contract negotiations.

“The project began with defining our requirements, preparing the procurement documentation and contacting potential providers. We then narrowed down the alternatives, tested demonstrations from the finalists and ultimately negotiated an agreement with the selected provider,” Pouttu explains.

“In addition to procuring the technology platform, the project involved telecommunications, cost analysis and ICT architecture. We also created a development plan for digital customer service. It was a broad assignment, and IQI supported us for approximately 18 months.”

More efficient and seamless customer service operations

“IQI’s contribution to the project was essential. We would not have had the internal resources to manage the entire initiative within the required schedule. IQI’s experience of similar projects enabled smoother progress and a better outcome. The new solution makes our operations more efficient and enables the seamless use of different service channels.”

“Working with IQI’s specialist was straightforward, and he became part of our organisation throughout the project. I can strongly recommend IQI. Their experts are committed, take responsibility and deliver what they promise.”