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To ensure excellent customer service, Unicom measure their response times when answering phone calls, corresponding with customers, and getting customers services up and running.

• 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.

• 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.

Service Level Explained

• Welcome Packs sent out within 3 days

  Once a customer has signed up to Unicom, we send out a ‘Welcome Pack’ containing all of the details regarding the switch, including all terms and conditions. We aim to have this sent out within 3 days.

• Services live within 15 working days

  Once a new customer has received their welcome pack, we will begin the process of applying for the customer’s lines. We aim to have customers services live with Unicom within 15 working days of their welcome pack being received.
  
  Where a customer has signed up with a Unicom field sales representative, no welcome pack is sent out. The customer’s services should be live within 15 working days of them signing the contract.

Service Level Explained