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Our Service Centre
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Contact Details
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Escalations
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The central hub of Vox Datapro's customer support operations is the Vox Telecom Service Centre. It is a 24/7/365 operation that supports all of the companies in the Group. Based in Centurion, Gauteng, the Service Centre has a staff compliment of over 140 people. Here are some of the values and principles that those people live by:
- World-class customer service is what sets Vox Telecom apart from all other industry players.
- The centralised Vox Telecom Service Centre supports customers across all operating divisions, from activation of new services to troubleshooting, the Service Centre also monitors and tests the Group's networks and infrastructure to ensure that quality of service is consistently maintained.
- The Service Centre operates in a distinct service culture, in which the customer is treated as the priority and resolution is non-negotiable.
- The Service Centre maintains a transparent and honest relationship with our customers.
- Resolution of customer service requests are measured in terms of turn-around times and customer feedback, while the success of new products and services is measured in terms of stability and quality.
- Our team is committed to efficient resolution, and we know that communication is our most important tool.
- We strive to optimise customer investment, which is why we continuously monitor and analyse traffic volumes and usage patterns, ensuring customers maximise savings at all times.
- If a discrepancy is detected, customers are automatically notified, often before they are even aware of the problem, and a technician is immediately dispatched to address the issue.
- We are serious about setting targets and meeting them with clear definition, as well as plotting our progress to those goals.
- Our philosophy is to approach every task with passion.
"When I get to work every day, it's my mission to spot and fix problems that could reduce quality of service, before they happen. I also make sure that my entire team is freshly committed to their task and that our communication stays open and transparent." -
Contacting the Service Centre
As a customer, having a thorough understanding of your services can mean a quicker and more efficient service experience. Our job at the Service Centre is to ensure that any issues that you might have along the way are resolved in the shortest possible time. If you can help us to clearly identify your issue from the outset, we will be better equipped to make things happen.
Here are the six things you need to have on hand when you phone us:
- The solution and associated products/services that you have
(this info can be found in the "Your Solution" section of this pack) - Your account number
- Your email address
- Your username
- A specific breakdown of the fault
- Your service request number, if available
(this is issued to you when you email support@voxdatapro.co.za)
Once you have got the above six things ready, you will need to identify who to speak to in order to make your service experience quick and painless. The Service Centre is divided into different support teams, with each team supporting different requests. Here are your options:
Tier 1: Basic support (e.g. What is my password? What number do I dial-up to?) Tier 2: General support (e.g. Please assist with setting up my email account?)
ADSL Dynamic Solution, mail server support , entry-level Static ADSLTier 3: Static Uncapped ADSL, mail services, slow browsing issues
Advanced queries, Leased Line support, VPNs, firewall supportCoreMD: Monitoring specialist, Telkom liaison Fishbone: Fishbone monitoring specialists Voice: Corporate voice support
Now all that's left to do is make the call: 087 805 0500. - The solution and associated products/services that you have
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After you've logged any service request and you feel that you did not get resolution, please follow the escalation procedures below:
Escalation - Level 1
Email the team managers talk2us@voxdatapro.co.za
Escalation - Level 2
Contact a specific team manager:
Christo Stone Data Advanced 082 739 9164 Walter v Loggerenberg Fishbone 083 236 2867 Peter Theron Technical 084 386 3266 Jaco Poolman Service Quality 072 643 5660 Catherine Ekstien Call Flow Analyst 078 298 0256 Shana Eastes Voice Advance 082 837 2976
Escalation - Level 3
Contact the Operations Manager or Head of Department
Operations Manager:
Shana Eastes 087 805 0500 or 082 837 2976 shanae@voxdatapro.co.za
Head of Department:
Nathaniel Govender 087 805 0500 or 083 255 8557 nathang@voxdatapro.co.za