SERVICE MANAGEMENT
MAKING THE MOST OF TECHNOLOGIES, PEOPLE
AND PROCESSES

The governance around ensuring that our managed services function effectively lies with our dedicated service management team.

Their mission it to track, report and improve on the entirety of the services that we provide to you so that you draw greatest benefit from your contact centre technologies.

  • Change Management: Our Service Managers are there to help you implement the changes that you require to adapt and enhance your service and they are your Single Point of Contact to ensure that change is implemented rapidly, effectively and with minimal disruption to your contact centre operation.
  • Reporting: Applying the principles of ITIL IT service management, our service managers examine historic service performance and activity schedules with the end result of continually improving service.
  • Service Level Compliance: We track our own compliance to the Service Level Agreement commitments that we make to you so that you can focus on running a contact centre confident that Datapoint will do its part in making you successful.
  • Quarterly Reviews: At regular reviews (usually on a quarterly basis), our Service Managers will meet with key stakeholders in your business to present performance statistics and suggest process improvements for ameliorating performance in the future.
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