Customer Services is the first point of contact for our clients and is aligned with all of the other areas of Vocalink via a formal second, third and fourth line support governance model. This ensures queries and issues are promptly and effectively addressed, and processes are supported by the many standards and industry frameworks Vocalink has adopted, such as ITIL, ISO, Prince2 and ICS ServiceMark.
Vocalink has a strong customer-centric ethos and work to ensure the customer is at the heart of everything Vocalink does. In support of the development and continuous improvement of our customer service, Vocalink recently became a member of the Institute of Customer Service (ICS), and quickly achieved the prestigious ICS ServiceMark accreditation. This national customer service standard recognises our commitment to service improvement, our employees and our customers.
ICS ServiceMark is not only a customer services team accreditation, but a company-wide positive demonstration of our approach to a national customer service standard. Many members of the Customer Services team are also individual members of the ICS, after completing a variety of ICS accredited training and development courses.
Vocalink’s Service Desk recently retained their 4 star SDI status. SDI's Service Desk Certification programme is the only industry standards-based, certification programme specifically designed to certify service desk quality. The Service Desk Certification Standards provide a clear and measurable set of benchmarks for service desk operation and it also marks against ITIL and ISO/IEC 20000.
The 4-star certification ensures VocaLink remains aligned with Service Desks across the industry and consistently demonstrate best practice and provide 1st class service.