Unicom is constantly looking for new ways to deliver an exceptionally high standard
of customer service. Customers who contact Unicom will experience:
A UK based customer service centre
We do not outsource our customer service functions to cheaper, low quality overseas
call centres, which have been widely criticised for using cheap, poorly trained
staff and for providing a low quality of service. All of our 150 customer service
staff are UK based and trained to the highest of standards, to give the customer
total satisfaction.
Service Level Explained
A Hi-Tech Call Centre
Our call centre uses sophisticated call routing and monitoring equipment to ensure
your call is answered at the earliest opportunity by one of our employees. Service
levels are visible to all employees to ensure maximum motivation to deal with your
call promptly and efficiently. Calls answered within 6 seconds
Customer service employees are required to answer all incoming calls within 6 seconds
to achieve a service level of 100%. Actual service levels are typically 96% and
the average length of time a customer waits for a call to be answered is less than
4 seconds. A Strong Dynamic Support Structure
Our customer service teams are structured in a flexible manner, in order to ensure
we have the best resources in place to handle incoming calls, even during our busiest
periods. Free Technical Support
Many communication providers subsidise their prices by charging customers to receive
the technical support that they require. Unicom believes that this is unethical
and we do not charge for technical support. We are happy to deal with your problem,
no matter how long it takes. No 0870, 0844 or 0845 numbers
Other communication providers use expensive premium rate numbers for their incoming
customer service calls. All of our incoming calls are charged at the price of a
normal call, rather than the higher National Rate 0870 or higher Local Rate 0845.
Companies that have these numbers make money from each call that they receive. Unicom
believes that it is the customer's right to receive efficient and economical
service whenever they need it. No automated menus or messages
Most customers find automated menus extremely frustrating and that is why Unicom
does not use any automated menus or recorded messages. Each incoming call is answered
by a real person. Letters replied to in 3 days
All letters should be replied to in less than 3 working days, from the date of receipt.
Our correspondence team achieves a success level of over 95% and all customers can
expect a prompt reply to any letter that they send to us.
Complaints Handling & Dispute Resolution
Unicom have a dedicated process to ensure any issue experienced by the customer
is dealt with promptly and efficiently. For more information, visit our
Code of Practice
section.
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