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VFS Global, Partnering Governments. Providing Solutions.
Partnering Governments. Providing Solutions.

Information Services

  • Global footprint/solutions to manage Information Services requirements of client governments
  • Two models of Contact Centres: In-house (operated through VACs with own staff), and Outsourced (operated by third parties)
  • Managing over 16 outsourced partners in 20 cities worldwide

“An expert in complete multi-lingual voice, non-voice, text and web business intelligence services”

In a rapidly growing international market, every second counts, especially when it comes to information dissemination. Our Information Services team serves the business interests of our clients with our expertise in hosting multi-lingual websites, operating call centre services, e-mail services, SMS services, online chat services and related business intelligence products. Each of these services can be custom built to suit the varied requirements of our clients among diplomatic missions worldwide.

The Information Services team functions as a core group to deliver the following functionalities

  • Solution Design
  • Project Implementation
  • Operations Management
  • Telecom Solutions: IVR solutions, Calls, e-mails, Chat, Social Networking options, Functional Recovery through business continuity and Disaster Recovery, etc.
  • Quality Management  and Service Compliance Process
  • Training and Development Methodology
  • Work Flow Management (WFM)/ Management Information System (MIS)/ Business Intelligence & Quality Centre (BIQC) Capabilities

Standard solutions offered by our Information Services



  • Calls – Live operator services are offered 9 to 12 hours a day for five days a week, while the hours of operations and working days vary from country to country. Capability of 24x7 call center service is also available. ‘Skype’ solution can also be made available for more customer options.
  • e-mails – e-mail support is provided in various languages depending on the location
  • Live Chat Live online chat provided in local languages
  • SMS – Our current solution includes one push and pull SMS providing the visa application status
  • Interactive Voice Response (IVR) – Our current offerings provide the following through IVR:
    • Pre-recorded message with options to select and hear the information needed
    • 24/7 Application status tracking by entering reference number
    • Process payments through ‘state-of-the-art’ Payment Gateway solution
  • Social Networking Platforms – Our current offerings include moderated Facebook and Twitter
  • Viewlets – A flash-based audio-video tutorial on our website with play/pause feature and optional background voice


Transition Methodology

This is divided into two dedicated teams, a Projects team and a Project Management Cell (PMC). The Projects team carries out the physical roll out activities at the place of the proposed business operations, whereas the Project Management Cell oversees all routine administrative tasks and supervisory control of activities from our Head Office resulting in centralised control and management.

  • Communicate the objectives of the project
  • Discuss the transition approach
  • Identify potential risks and develop risk mitigation strategy
  • Transition governance structure
  • Team charter, roles and responsibilities
  • Validation of transition and project plans
  • Risk mitigation listing
  • Communication and escalation plan
  • Finalise data and voice connectivity
  • Finalise the application list process wise
  • Finalise Information Security implementation approach
  • IT escalation procedures
  • IT team charter
  • IT project plan
  • IT solution design

Phase 1:
  • Validation of volumes and staffing requirements
  • Knowledge transfer approach
  • Risk mitigation analysis

  Phase 2:
  • Hiring and Staffing
  • Training plan
  • Adapted process
  • Implement technology plan

  Phase 3:
  • Team training and performance monitoring
  • Process tracking plan
  • Issue escalation plan


  • Central architecture with HUB and Spoke model
  • Efficient solutions and reduction of WAN bandwidth
  • Increased uptime availability with redundancy planning
  • Central system for agent registration and reporting (real time & historical)
  • Enhanced security, quality of service and high resources availability
  • Central system for IVR self-service
  • Central call recording system and repository
  • Centre Business Continuity Planning (BCP) helps mitigate risks related to power failure, Heating, Ventilation and Air Conditioning, private circuits, servers, internet links, hosts, cabling and network devices. The Centre BCP can handle all risks except those that may lead to Denial of Premises (DoP) or major link failures.
  • Enterprise BCP is meant for effectively handling DoP situations. This plan provides for sufficient bandwidth on all links to route traffic automatically to other locations in case of DoP or a multiple link failure.
  • Client BCP is a plan customised to individual client requirements. VFS Global develops and provides clients with a disaster recovery plan that presents options best suited to their needs. The client BCP plan also allows for simultaneous operations out of multiple centres during a DoP.

Applications and Software

  • Contact Centre Performance Management Applications for real-time reporting and service level management
  • Customer Relationship Management Software for effective query management and documentation
  • Powerful Business Intelligence (BI) Software for ‘Cradle-to-Grave’ reporting and detailed analysis of all critical key performance indicators from disparate data-sets
  • Best-in-class customer interaction recording, monitoring and storage Software

Quality Monitoring and Coaching

  • Create customised Quality Monitoring modules as per process requirements
  • Coordinate the quality control efforts at the service delivery sites
  • Conduct regular Voice of Customer surveys across the geographies
  • Initiate and implement process improvement plans

A “Transaction Monitoring Module” is implemented to ensure that customer interactions are delivered in line with the defined standards. This approach consists of:

  • Random selection of calls recorded for audit purposes
  • Capture of audit information on a pre-defined scorecard consisting of soft skills, system policy adherence and handling procedures
  • Defects management through feedback sheets and learning toolkits
  • Knowledge Management Systems to roll out new product updates

Training Needs Analysis based on the identified defects and create focused refresher sessions


  • Create customised training modules as per process requirements
  • Conduct regular knowledge checks across the geographies

Hiring and Training Approach:

1. Hire Right Profile: Our contact centre partners have vast experience in hiring contact centre customer service representatives to support varied customer service requirements. Specialised recruiters build a complex matrix to evaluate the candidate skills against the defined job specifications. Our H3 Recruitment model aims to hire resources with the right Heart (values), Head (ability) and Hand (skills) which is imperative for successful delivery.
2. Pre-Process Training: To ensure consistency of customers’ experience, customer service representatives undergo a structured pre-process training programme covering the soft skills and technical aspects, important for customer service representatives to ensure customer satisfaction.

The training covers:

  • English skills
  • Soft skills
  • Communication skills
  • Culture training
3. Process Training: Product knowledge, including expected call scenarios, standard responses, CRM system requirements, etc., would be shared by the VFS Global training team to the contact centre trainers through a ‘Train the Trainer’ programme during the pilot phase.

  • Green-lighting: The product training would be followed by a handholding phase wherein customer service representatives would be introduced to the live environment in a structured manner by testing their understanding through mock calls, call listening activities and close supervision on live calls.

Work Flow Management and Management Information System

Forecasting and Capacity Planning-

  • Forecasting contact volumes, based on historical trends and patterns
  • Determine staff workload and requirements for different profiles
  • Define and calculate staff occupancy/productivity
  • Define workforce management/workforce optimisation measures

MIS and Programme Baseline Assessments-

  • Database management and reporting mechanisms
  • “360 View Dashboards” for reporting key performance metrics
  • Continuous SLA Assessment and analysis
  • Service cost determination for appropriate financial management
  • Database management of contact centre metrics

Continuous Monitoring-

  • Real-time service level management of all outsourced businesses
  • Automated and centralised contact centre database


Third Eye – Business Intelligence and Quality Centre



In an endeavour to offer differentiated value to our esteemed customers and enrich their experience, VFS Global has created novel solutions and services time and again. One such work of excellence is “Third Eye” – Business Intelligence and Quality Centre. The state-of-the-art facility is combination of innovation, technique and technology.

The Third Eye empowers VFS Global with greater capabilities to monitor, control and take critical decisions in real-time.

The Service Objective

The strongest objective of initiating the Third Eye is to enable access, supervision, monitoring and maintenance of key performance Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in real-time across VFS Global call-centre operations globally. VFS Global through its state-of-the-art technology will connect eight nodes (connecting strategic call-centre partner locations) to start with. The entire infrastructure is owned by VFS Global and its team at each of these partner locations will register to take calls through the centralised contact centre setup to be deployed at the Mumbai Data Centre. All recorded call interactions will be stored for easy access to clients at the click of a button. The Third Eye will have live beaming of all real-time MIS and analytical data in various formats for analysis and key decision-making pertaining to call-centre performance across the globe.

From the look and feel of the dash-boards to delivering more power and ready access to the Client for ‘at the fingertips’ decision-making and speedy turnaround, the Third Eye has been set up to define the next-generation of service delivery. Indeed, we have much to be proud of and more to aspire to!

Benefit of the Third Eye:

  • A strong central hub for real-time monitoring and proactive action
  • Complete Control - Centralised service delivery and Business Continuity Plan (BCP)
  • Better Monitoring - 24/7 real-time monitoring and Vendor Management
  • Risk Management - Forecasting, Reporting and Vendor Management through performance comparison
  • Load Balancing - Improved workforce productivity and mobility
  • Call-Recording - Real-time access to diplomatic mission to listen to calls (VFS Global can now store calls centrally on their own and not depend on call-centre vendors to do it)
  • Automated Reporting - Web-based Parameterised Reports
  • Detailed Reports - Tabular and Graphical views with Gauge/Dials
  • Balanced Scorecards and Role-based Dashboards
  • Predictive Modelling and Optimisation
  • Prediction of all the key SLAs based on historical data and trends for all call-centre related metrics
  • "What if" scenarios and maximised Root Cause Analysis (RCA)
  • Client gets real-time access to monitor any performance matrix from Automated Call Distribution system(ACD) and from Client Relationship Management(CRM)
  • Storage tool and Search tool through which VFS Global and its clients can pull up a voice recording
  • Create a tool to conduct live Audio-video chat with the floor supervisor and to monitor incoming calls at the Vector Directory Number (VDN) level
  • Multi-channel Video Conference facility to hold High-level Business Reviews with the client governments, partners and vendors; and this facility will also be used for Critical Situation meetings
  • Create Alarm tools if a particular centre is behind the daily target on a particular service level
  • Create a channel to switch on and switch off call flow to suppliers and direct calls from one supplier to another to load balance and exceed committed service levels
  • Create an ability to change IVR messages at will when possible

Brian Davidson
Her Majesty’s Ambassador to Thailand

Hugh Keachie
Customer Service Excellence Standard Assessor at Centre for Assessment (CFA) in Manchester, UK

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