We engineer inbound and outbound contact solutions that accelerate revenue, elevate customer loyalty, and deliver measurable ROI — built for businesses across financial services, telecoms, retail, healthcare, and beyond.
Every campaign monitored in production with the same dashboards your account team sees — no black box, no monthly surprises.
Whether you need to grow revenue, reduce churn, or scale support — we have a precision-built solution. Each service comes with a dedicated campaign manager, signed SLAs, and weekly performance reporting as standard.
24/7 multilingual agents trained to your brand standards. Email, phone, live chat, and escalation flows mapped to your SLA.
Conversion-optimised outbound campaigns with real-time reporting, A/B scripting, and seamless CRM handover at point of close.
Multi-step lead capture, scoring, and warm handover with full CRM integration and pipeline visibility for your sales team.
Proactive churn prevention. Win-back programs. Empathy-trained agents focused on saving customer relationships, not reading scripts.
Data processing, order management, appointment setting, and compliance reporting — at scale, with full audit trails.
Detailed capability breakdowns, SLAs, pricing guidelines, and industry-specific solutions.
Full catalogue · Industry-specific configs · Custom buildsMost contact centres take three weeks to onboard. We've engineered a process to get you live in five business days, without skipping the rigour that protects your brand.
30-min deep-dive into your goals, industry, call volume, and current pain points. No pitch deck — a real conversation.
Bespoke solution design with defined KPIs, SLAs, pricing, and agent allocation. Delivered within 48 hours.
Brand immersion. Script development. CRM integration. All systems tested before a single live call is made.
Campaign live. Real-time dashboard. Weekly strategy calls. Continuous A/B optimisation and transparent reporting.
We're a new operation — and we'd rather earn your trust through what we commit to, than rented quotes from clients you can't verify. Here's what's in writing on day one.
We don't sell promises. We sell numbers in writing — and a process that delivers them.
— The VCH operating principle
Every campaign starts with a written service-level agreement. Answer times, abandonment thresholds, QA scores and reporting cadence — all defined in writing, before live operations begin. No surprises, no moving goalposts.
Every Monday, you receive a transparent performance pack: call volumes, conversion rates, agent QA scores, customer sentiment. No black boxes. No vanity metrics. Just the numbers that drive your business decisions.
One named operator owns your campaign end-to-end. Direct line, direct accountability. They sit alongside your team — not behind a ticketing queue. POPIA-compliant infrastructure protects every interaction by default.
Industry-specific agent training, compliance awareness, and script optimisation — not a generic call centre running the same playbook for every client.
A side-by-side look at how VCH's operating model compares with traditional South African contact-centre vendors.
| Capability | Traditional SA BPO | Velocity Contact Hub |
|---|---|---|
| Signed SLA before go-live | ~ Sometimes | ✓ Always — written, in advance |
| Real-time campaign dashboard | ✗ Weekly PDF reports | ✓ Live KPI dashboard |
| Time to first live call | ~ 3–6 weeks | ✓ 5 business days |
| POPIA-compliant by design | ~ Retrofitted | ✓ Built-in from day one |
| Dedicated campaign manager | ✗ Shared account managers | ✓ Named, accountable, direct line |
| Two-way CRM integration | ~ Manual handoff via CSV | ✓ Real-time sync (Salesforce, HubSpot, Pipedrive) |
| Performance-linked pricing | ✗ Time & materials only | ✓ Available for qualified campaigns |
| Weekly strategy call (not status) | ✗ Quarterly business reviews | ✓ 30 min weekly with ops lead |
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If your question isn't answered below, book a 30-min call — we don't gate-keep our answers.
Five business days from signed brief to first live calls is our standard commitment, written into the SLA. The clock includes brand immersion (1 day), script development (1 day), CRM integration (1 day), agent training and certification (1 day), and end-to-end UAT (1 day). For campaigns under 10 seats with standard requirements, we can compress this to 3 business days; complex regulated campaigns (financial services, healthcare) typically run 7–10 days.
Pricing depends on three things: seat count, hours of coverage, and the complexity of the script. For benchmarking purposes: a 10-seat outbound campaign running 8 hours/day on a standard B2C script would land in the R65–R95k/month range. Inbound support is generally lower; multilingual or compliance-heavy campaigns are higher. Performance-linked pricing — paying per qualified outcome rather than per hour — is available for qualified campaigns. We send tailored proposals within 48 hours of the discovery call, with itemised pricing.
Both, depending on the campaign. Compliance-heavy work (financial services, healthcare, government) runs from POPIA-certified physical premises with audit-trail recording infrastructure. General customer support and outbound sales can run hybrid or fully remote where appropriate, with the same QA monitoring framework. Either way, you get the same operational standards and accountability.
We build elasticity into every contract. Standard SLAs include the ability to scale up by up to 50% with 14 days notice and down by up to 30% with 30 days notice — without penalty. For known peaks (Black Friday, end-of-tax-year, summer-promotion windows), we plan capacity 8–12 weeks ahead and pre-train surge agents on your account specifically.
Every SLA includes specific remedies for underperformance — service credits, root-cause review, and an action plan with timing. If three consecutive weeks miss targets without a clear remediation path, the contract allows you to terminate without penalty. We've structured this deliberately: it's a stronger commitment than most SA contact centres make, because it has to be.
Yes — out of the box for the major CRMs (Salesforce, HubSpot, Pipedrive, Zoho, Microsoft Dynamics), helpdesks (Zendesk, Freshdesk, Intercom), and telephony (Twilio, Genesys, Five9, AWS Connect). For custom or legacy systems, our integration team scopes the work during the discovery call and quotes any additional development upfront. Most integrations are completed within the standard 5-day onboarding window.
We're POPIA-compliant by design. Every agent handling your data completes POPIA training before live work. Data is encrypted in transit and at rest. Call recordings are retained per your contractual requirements (typical range 90 days to 7 years for regulated industries). You retain full ownership of all customer data — VCH operates as a data processor, never a controller. Sub-processors (CRM, telephony) are bound by Data Processing Agreements you can review.
Three seats and a 3-month minimum term. Below that, the operational overhead of training, QA, and reporting outweighs the value we can deliver. For pilot programmes (testing the model before scaling), we offer a 6-week assessment engagement at reduced cost — the pilot can convert to a full contract or end cleanly with a documented results report either way.
Book a 30-minute discovery call. No commitment, no pitch deck — just a straight conversation about your business goals and how we can help achieve them. Proposal back in your inbox within 48 hours.