The VCCC strives to provide the best possible service to our customers by:

  • Providing 24 hour, 7 day a week support for all help desk-related issues.
  • Handling customers calls in a timely, professional and courteous manner.
  • Providing customers a single point of contact for all their IT related needs.
  • Offering multiple and convenient ways to contact the help desk such as phone (toll free), emails and in the very near future, web ticketing.
  • Taking ownership of customers' problems until resolved.
  • Establishing and maintaining a positive, long-term relationship with customers through open communication and continuous feedback.
  • Understanding our customer's business and returning them to work as quickly as possible when they have a technology related problem.
  • Meeting or exceeding the goals defined with the VCCC's Mission, Vision, and Purpose Statement.

Mission Statement

  • To provide consistent, best-in-class support, by managing, resolving, and preventing problems efficiently; communicating effectively; and exceeding customer expectations.

Vision

  • To be our customers' advocate and single point of contact for all technology support issues in the face of rapidly changing technology.
  • To strive for continuous improvement by measuring our performance against our customers' expectations and industry standards.
  • To empower and educate our customers with self-service tools and solutions.
  • To achieve world-class status by establishing a 70% or higher first call resolution rate and a 5% or less abandonment rate.

Purpose

  • To take ownership of our customers' problems until resolved to their satisfaction.
  • To understand the business of our customers so as to get them back to work as quickly as possible when they have a technology problem.
  • To establish and maintain positive, long-term relationships with our customers through open communication and continuous feedback.
  • To provide high-level customer service and technical expertise.
  • To respond rapidly and positively to all customer inquiries.