Over 150 customers out of Unicom’s 90,000 small business customers were contacted and asked a range of questions to assess how well Unicom was doing. 94% of customers said that the call answering time was good or very good; 91% were satisfied or very satisfied with the quality of Unicom’s customer service and a massive 97% said Unicom’s staff are friendly or very friendly. 94% of customers were satisfied or very satisfied with the accuracy of their invoice and 96% rated the clarity and ease of understanding of correspondence as good or very good.
Operations Director Chris Earle said: “We have built our business on offering UK businesses the customer service they deserve. We have no automated messages or menus and when a customer contacts us their call is answered in less than 6 seconds by a UK based advisor.”
“During the last two years we have re-developed our in house training team, which is now managed by a CIPD qualified instructor and offers more dynamic and interactive learning. We have also introduced optional NVQs for staff to undertake to further their development via a nationally recognised qualification and have introduced a training support scheme to help staff gain funding for higher education, such as those offered by the Chartered Institute of Personnel and Development.”