Update: Nov 2015


We create these newsletters to provide various updates on the Customer Service Team and we invite and welcome your feedback and input. We would like to thank you for your ongoing support in our determination to continually improve the way we deliver customer service to you.

At this stage of the year, I always like to reflect on our main focus and objective that we set ourselves in 2015, which was to deliver World Class customer service. Of course, the measure of how well we have done throughout the year is what you, our customers think.

It’s an exciting time at VocaLink with the introduction of new services and products as well as the continued strong delivery of our core payment systems. We take our commitment to customer service seriously and ensure that we are the voice of the customer throughout any development of new initiatives.

Throughout 2015, we have built a Service Improvement Programme around the feedback you have provided, alongside the expertise of your VocaLink contacts. This programme has resulted in a number of significant improvements to our service, which include: 


  • Implementation of an improvement estimation process

  • Review of our customer contact strategy – the how and when we contact our customers

  • Improved first point resolution within the Contact Centre

  • ‘Bringing the Customer to Life’ programme extended – These are a series of awareness sessions which give us the opportunity to share information about different customers with non-customer facing colleagues. The workshops focus on who our customers are, share what their business drivers and long term plans are and explain what impact VocaLink has on their business

  • Developed and enhanced delivery methods and practises, improving our speed of change

  • Established new delivery partners, increasing our technical expertise

  • Contact Centre alignment - bringing together the Service Desk and AMS Contact Centre

  • Introducing a live incident dashboard in our Contact Centre

  • Introduction of Connect; VocaLink’s new magazine, sharing news, views and opinions on a variety of industry topics and themes


But we won’t stop there. As stated at the start of this newsletter, we are committed to the continual improvement of our customer service.  I hope that you take the time to complete our Customer Satisfaction Survey in November, to let us know if you have seen a difference in our service and to let us know what we can do to further enhance our delivery.

If you would like to discuss anything further, please contact me at bryan.sharkey@vocalink.com


Keep up to date with all the latest news in the payments industry with our newsletter CONNECT.

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