Customer Service & Sales

VITAL BGS represents the evolution of Target Interact. Target’s heritage in the call center business dates back to 1969. You’ll find that we’ve grown ahead of trends in call center, not just with them.

We are a MultiMedia Contact Center organization offering the entire spectrum of customer contact mediums, including telephone (local and toll free), snail-mail (USPS and lock-box), eMail, Internet text chat, Microsoft NetMeeting and other H.323 compliant Internettelephones [combining concurrent voice (VoIP), video and chat], traditional and digital fax handling.

Our capabilities enable us to provide you with an economical and efficient center-of-contact to support all your Customer Relationship Management (CRM) needs on an outsourced basis. VITAL’s core focus is customer service, sales, and technical support – although we have also assisted in many campaigns to assist in disaster management. Although we offer a suite of other services, our team actually pioneered live video chat and support in 1996.

As outsourcing picks up again, clients are finding incredible value in VITAL’s services. Not only will you find that the processes contracted are performed, but when you work with VITAL BGS, you will find that there is a good deal more management experience, consultative talent, as well as genuine caring and innovation.

Roger S. LeFevre, Chief Executive Officer, a communications and call center business leader, heads VITAL’s management team. Each member of the management team has been carefully chosen to bring the critical skills needed to help the company succeed. Management consists of a group whose backgrounds include decades of successful management and marketing experience with companies such as McDonnell Douglas, US West, Waste Management, AirTouch Paging and AirTouch Cellular, GTE, FHP, Franklin Quest, and HealthRider.

The following features differentiate VITAL from other outsourced call centers:

  • Computer-telephony integration (CTI) since 1984
  • World’s first Internet Call Center (December 1996)
  • Pop-screen functionality for contextual integrity
  • Diverse split group possibilities (separately differentiated call handling hubs)
  • Fully digital operating and network platforms
  • eMail management (real-time and automated)
  • Real Time Fax Routing and eMail Handling
  • Extensive training and mentoring
  • Consultative, advisory approach to client solutions
  • VITAL BGS fosters long-term client alliances and partnerships

VITAL provides contact center applications in the following areas:

  • Customer Service
  • Credit Card Processing
  • Database Management
  • Dealer Locator
  • Help Desk Functions
  • Information Requests
  • Interactive Voice Response (IVR)
  • Internet Call Center
  • Knowledge Base
  • Lead Generation
  • Marketing Analysis
  • Market & Product Testing
  • Media Response Tracking
  • Patch-Through Calls
  • Seminar Registration
  • Technical Support

VITAL has the ability to field virtually unlimited automated and real-time inbound toll free calls and interactions daily. We also intertwine inbound teleservices with outbound telephone followup, continuity and affirmation programs, interface with our clients through network-based transfer and connect features, and undertake boutique outbound sales campaigns. Our firm provides a rich suite of transparently blended services, so that your customers cannot discern that they are interacting with an outsourced contact center.

VITAL BGS partners with its clients in the following Service Sectors and Market Segments:

  • Service Sectors Marketing Segments
  • Consulting Advertising & Public Relations
  • eBusiness Strategies Direct Response
  • Inbound Interactions Financial Services
  • Outbound Programs Government
  • Fulfillment Health, Fitness & Nutrition
  • Politics & Public Service
  • Technologies

We know the importance of service and we strive to represent that quality on behalf of your organization. To ensure that we handle your customers’ needs, and to assure that we make a positive impression for your organization, our CSR’s receive extensive technical and interpersonal skills training. They are also thoroughly trained on your programs, products, special offers and appropriate call handling techniques. During the initial and ongoing educational process, managers and CSR’s work together to strengthen your script for better results. The CSR’s are monitored and receive regular feedback and specialized training where improvement is needed. This ongoing process refines and enhances their effectiveness, which results in exceptional customer service and more sales.

Our CSR’s are articulate, conscientious and enthusiastic about their jobs. They are skilled in taking orders, making sales, and providing superior customer service over the telephone and online. To assure quality, our Client Relations Coordinators monitor performance to evaluate consistency, professionalism, sales ability, and product knowledge. We use the insights gained to refine our training programs and to improve the skills of each CSR.

We always strive to give that extra bit of attention, imagination and personal care to all of our clients. From our first concept meeting to the final execution of your program, our versatile staff will give your project the special attention it deserves.