Unicom Service Levels Explained

Mail Response

Each letter that Unicom receives is given a percentage service level. The level awarded depends on the time taken to respond to the letter. Our target is to achieve 95% each month. Details of the percentage awarded for each letter is outlined in the table below:

Letters received and responded to statistics

Call Response

The process of calculating the Call Response figures is similar to that of the Mail Response levels. The time taken to answer each call received is measured, awarded a service level percentage and each month an average service level is calculated. Our target is to achieve 97% each month.

Each month the average percentage level awarded is displayed in the Customer Contact graph.

Call response statistics

Welcome Packs

Every customer who verbally agrees to services provided by Unicom receives a Welcome pack. This explains the terms and conditions, the process of transferring phone lines and other useful information. Unicom endeavours to send out welcome packs within 3 days of a customer agreeing to a contract.

Each welcome pack sent out is awarded a percentage service level. The level awarded depends on the amount of time taken to send out the welcome pack. Details of the percentage awarded for each welcome pack sent out are outlined in the below table:

Welcome packs sent statistics

Live Service Dates

Telecoms services take a minimum period of time to be transferred between service providers. This transition from another service provider to Unicom is seamless and does not affect service. Unicom endeavours to take over a number within 3 weeks (or 15 working days).

The process of calculating the live date service levels is very similar to that of the welcome pack service levels. The time taken to have a number live with Unicom is awarded a percentage service level. The level awarded depends on the amount of time taken to get the service live with Unicom. Details of the percentage awarded for each live line are outlined in the below table:

Live service statistics