Union Street’s Head of Sales & Marketing, Vincent Disneur, said, “Union Street has always differentiated itself by providing service, support and consultancy that CPs can count on to leverage our solutions to maximum effect. Our customers deserve the very best and, whilst we may already lead the industry in this area, working with The Institute will help to drive new initiatives and ensure our customers remain at the heart of everything we do.”
Jo Causon, CEO of The Institute of Customer Service said “With 76% of the UK’s working population in a customer-facing role, staff training is hugely important to the UK plc. Our research demonstrates that not only are employees that receive regular training 62% more productive, but that customers highly value ‘human touch’ factors such as friendly conversation or honest advice.”
For many CPs, ongoing training and support is a key factor when using billing software. To help break down barriers to entry and address the billing skills shortage that exists in the communications industry, in 2015 Union Street launched the Union Street Accredited Professional (USAP) qualification. An industry first, the USAP training programme has since helped to induct and upskill hundreds of billing professionals. Another key initiative was the launch of Union Street’s service portal which provides on-demand access to training videos, live chat and an extensive knowledgebase.