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service level agreements
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- New standard accounts: contract-programming-testing-go live:
10 days
- Basic moves and changes to scripts: 16 hours
- Contact centre is open and working for you 24x7x365
- Additional standard accounts 10 days
- 80% of inbound calls to be picked up within 5 rings
- Customer to receive a proactive account management call once
a month *
- Customers will have a dedicated account manager *
- Customers will receive a quarterly review and complete account
consolidation *
- Faults can be reported 24x7x365
- Escalation procedure to the MD of Direct Response
- Bills to be provided monthly
- Online web portal to view performance of call centre to SLAs *
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