About Vocal Customer Support
The job of Vocal Customer Support is to help our customers (and those acting on behalf of our customers) address questions regarding Vocal’s range of services. We can be contacted via telephone on
0800 035 0081 or the internet (web or email) at www.vocal.co.uk, between 9:00am and 5:30 pm GMT Monday to Friday, excluding bank holidays. For service affecting support requirements, our after-hours call centre will escalate your request to an on-call Customer Support adviser.
For self-help, we have developed the Vocal Knowledge Base, available on this site. The Knowledge Base contains information that can answer many questions you may have.
For more information on Vocals Customer Support click here.
Commitment to Quality
We will continue to improve the service that we offer by soliciting the thoughts and comments of our customers. We will do this by conducting surveys of our customers on a regular basis, measuring performance of our processes, analysing data and applying corrective and preventative actions. Information gathered by these processes will be used to set quality objectives for improvement and development.
For more information on Vocals continuing Commitment to Quality click here.
Customer Support Portal
The new Vocal Customer Support Portal allows registered users to raise Customer Support related tickets online and empowers you to find the answers you need at your convenience.
For more information on Vocals Customer Support Portal click here.
Support Level Agreements
Vocal’s expertise points to an extensive database of world recognised clients across a range of market sectors.
There are four measurable administration support service levels in place to help support you and your use of the Vocal range of services. The levels provide documented and agreed initial response timescales for actions to be completed. Services include Import / Export Facilities, Annual System Test; incorporating full Audit, System Training, Service Support, Service Incidents and Maintenance Reports plus much more.
For more information on Vocals Support Level Agreements, including pricing, click here.
Escalation
As part of our ongoing relationship we are working toward implementing formal escalation plans with our customers. The escalation plans enable Vocal to contact your organisation in the event of system downtime, failure and other system affecting issues.
For more information on escalation click here.
Knowledge Base
For self-help, we have developed the Vocal Knowledge Base for our customers. The Knowledge Base contains information that can help you to find the answers you need at your convenience.
For more information on Vocals Knowledge Base click here.
