Empowering Vita’s Growth with Smarter Telecoms
Vita was established in 2010 and since then has been providing independent expert advice to the people of the UK, helping thousands to protect the things that matter most in life, such as their family, their business, their home and their income; achieved by arranging Income Protection, Critical Illness Cover and Life Insurance solutions.
We’ve been working with Vita since 2016: we first started working together when Vita found that their existing VoIP phone system was unable to require their requirements as their business expanded. The team at Vita had found that they needed a system which gave them more advanced call centre capabilities, with queueing, routing and recording capabilities.
Solution
We provided our RPS Communicator package with enhanced call centre features. As part of the package Supervisors are assigned advanced features such as Call Monitoring where they can listen, whisper or barge calls. This has been incredibly useful for training new staff.
The three business numbers are routed to queues containing the relevant department agents ensuring calls are answered promptly, if these agents are busy calls fail over to other staff meaning they never miss a call.
As part of their bespoke solution, we worked with Vita’s CRM provider to integrate a screen pop facility, this means as soon as an agent takes a call they can see the callers’ information and notes.
It was important for Vita to be able to record and retrieve calls easily, so assigned users can log into the RPS Portal where they can see all the calls that have been made to the company with a breakdown of which number was called, which extension answered, the duration of the call and time of day. They can also pull these down as reports and retrieve call recordings to listen back to where necessary.
Features
- Communicator Desktop
- Call Routing
- Multiple Inbound Routing
Our Impact
Our solution has had a profound impact on Vita’s business: by future-proofing our offering from the outset, knowing that Vita had exciting plans for expansion, has meant that telecoms have never represented a barrier to their growth ambitions. Staff have found the hardware we’ve provided them with easy to use, with wireless headsets increasing their flexibility to work around the office, while our desktop software makes call management a breeze.
Our partnership with Vita was most recently renewed in 2025, making nine years since we started working together. The secret to the enduring strength of our partnership lies in our commitment to the highest standards of customer support. In the words of Sarah, Business Support Manager at Vita:
“RPS Telecom have always had fantastic customer service; they have devoted a lot of time to us ever since we started working together in 2016. The solution they have designed and built for us makes the entire process of onboarding new staff incredibly straightforward, which has been vitally important at a time when we’ve been undergoing significant expansion. It’s difficult to highlight any one feature that has made a big difference, because really the system is fantastic. We would definitely recommend RPS Telecom to other businesses looking for a telephony system with great support and customer service that is tailored to their needs.” – Sarah Owen Brooks, Business Support Manager
