STANDARD SERVICE LEVEL AGREEMENT

Community Communications aims to provide the following levels of service to its clients

Call Handling

• We will train and support any staff working on behalf of the client to the required standard
• We will answer calls between 3 and 5 rings whenever possible
• At busy periods calls may have to be accepted by the automated call handler
• Information will be handled in a sensitive and confidential manner
• We aim to return calls where appropriate at the specified time
• Where no time is specified we will return calls within 30 minutes of the caller leaving a message
• We will distribute any information/packs on the same day they are requested
  

Data Input

• We will tailor our service to meet your requirements
• We will agree with you data input times and activity levels and maintain this agreement to no less than 90% satisfaction
• We will maintain Data Protection rights
• We will provide you with the Data Inputting results in the format you specify (within our capability)
• If you require, we will input an agreed specified amount of data.
• We will as much as possible aim to reduce the number of errors by evaluating our work before we provide you with the results
  

Mail Shots

• We will agree with you any design, development and delivery expectations prior to work commencing
• We will issue the required mail-shots within an acceptable and agreed timescale
• We will ask you to sign off any design work that we undertake on your behalf before we print or distribute it
• We will provide this service to you with only 24hours notice
• We will produce an error report for you showing any mail shots that are rejected or returned
• We will post mail shots at the specified agreed time (Please be aware that we cannot guarantee Post Office service levels)
  

Customer Service

• We will provide a friendly, professional and discreet service
• We will use where possible ‘Plain-English’ language in our correspondence and communication
• We are dedicated to continuous learning and we will listen to your comments and views
• We will support and encourage one another
• We will demonstrate a positive and professional attitude at all times
• We will not disclose any information that breaches confidentiality
• We will inform you of any problems we envisage that may affect the service provision
• We will respond to all complaints
  

Market Research

• We will dispose of information we collect in an appropriate manner
• We will provide reports to you in a timeframe we agree
• We will produce reports in a format that you specify (within our capability)
• We will make where necessary the specified number of repeat calls to clients and information holders to collect the research
• We will charge according to the amount of research we collect
• We will where possible reduce errors and inform you of anything that we feel could be time wasting/problematic
  

Tele-messaging

• We will make provision for this service to start having received 1 weeks notice in writing
• We will answer your calls using your ‘reception message’ between 9am and 5pm on the days you transfer calls to us, so long as you have given us prior warning of the calls being transferred
• We will activate any messages, recordings, scripts that you specify prior to using the service
• We will deliver your messages the same day they are taken if this is possible and we will deliver the messages to a specified timescale where possible