This month our Day in the Life piece is by Nicola Hopkins who is a Client Relationship Manager here at DDC OS.

My first job of the day is a Skype call with my colleagues in Sarajevo, this gives us a chance to discuss the projects and how we feel we are performing against SLA. It gives us an opportunity to talk through ideas and solutions that will enhance the service we provide to the client.


My next conference call involves two of my clients, one based here in the UK and the other is in Holland. This call covers the previous week’s performance and KPI’s that they measure. We also look at the week ahead so we can plan the agents and their language capabilities to manage the projects that will be in the workflow for that week. Some projects have up to 9 languages so it’s really important that we have the right agents available to capture the products in the correct language.

nicola headphone

Another Skype call again, this time it’s with my Italian Client. We are at a very important point of the project and coming up to an end of a deadline. It’s critical that we know how many products we have captured, how many we feel we will capture and if the deadline will be maintained. This gives us the perfect opportunity to discuss the number of agents required to maintain SLA, data quality and future business which will come into operation once this one is complete.

I’m also currently working with one of my clients to get some very important and much needed reports from their system. We like to have destiny in our hands and know when we are doing a good or bad job, which allows us to introduce improvements as and when needed, these reports will play a vital part in that role. With new reports come ownership and responsibility, I’m working with my colleagues so they understand the reports and what the contents represent. I want to show my clients what a great job we do and demonstrate the level of excellent SLA we are delivering on a regular basis.

nicola and lee

I’ve also received confirmation that an existing client has agreed to a three year contract I have been working on so it’s a case of printing off the necessary contract, terms and conditions and SLA. Track down the Managing Director for his all-important signature and pop them in the post. Great end to the day!