Contact Centre Focus

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In June 2015, I joined the VocaLink Team as Head of Contact Centre, having had 14 years experience working in and managing Contact Centres, across multiple sectors. I’ve been very fortunate to take over the responsibility of managing a well-established and enthusiastic team, who are all as serious about delivering great customer service as I am. A few months in, I am very proud of our journey and wanted to introduce myself to you all and outline our future plans.

The Contact Centre is made up of two teams, the Service Desk and the ATM Managed Service (AMS) Contact Centre:

Service Desk

Supporting calls from customers who use, depend upon and require support with the services that we provide. Some of the services we support are:

 

  • Acting as the Direct Debit Help Centre on behalf of the Bacs Scheme

  • Handling enquiries relating to FPS (Faster Payments) and Link Scheme members and their customers

  • Incident progression and provision of updates

 

The team really are central to the business and have a wealth of  knowledge and experience with all of our products and services. All team members go through a very thorough and detailed continual training program to ensure that we can always deliver the best possible customer experience.

The team also provide internal helpdesk services which means that we deal with first line internal IT calls and support anything our colleagues need help with.

AMS Contact Centre

The primary function of the AMS Contact Centre is supporting customers with installing and fault monitoring of their ATMs estates. The work they do is varied, quite technical and vital in ensuring that our customers' ATMs are always available.

The Service Desk have maintained their 4* Service Desk Institute (SDI) accreditation for a second term, which is an amazing achievement. Our ambition is to achieve the same accreditation for AMS Contact Centre over the next 12 months.

Last year VocaLink also joined the Institute of Customer Service and attained the ICS Service Mark accreditation. Over the last 12 months, all Contact Centre Team members attended the ICS First Impressions Training, which really sets a benchmark in our customer service approach.

I am extremely proud of the Contact Centre’s achievements. I feel that some fantastic improvements have been made to deliver great customer service and hope you are really noticing the difference. We are focusing on making further enhancements to our service and  will keep you updated on our progress. Some areas we are working on currently include:

 

  • Further improving first call resolution
  • Introducing a new coaching role within the team
  • Realigning roles and responsibilities

 

If you have any feedback on the Contact Centre or would like to discuss anything further, please contact myself at karl.wright@vocalink.com.

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