Customer Service Charter

This Customer Service Charter outlines the service provided by Welcomm to it’s customer and the obligations of both parties. In addition it outlines useful contact information.

The Customer Service Charter is intended to be a live document and as such will be reviewed on a regular basis to maintain its effectiveness.

The Customer Service Charter may also be updated as a result of issues arising from review meetings.

The Welcomm Mission Statement:

We aim to help our customer communicate more effectively by providing them with the tools, expertise and knowledge by delivering a quality service from our highly trained and motivated staff. We will constantly measure our customer satisfaction against high key performance indicators in addition to monitoring via surveys and mystery calls.

The Welcomm Quality Commitment:

Welcomm is committed to provide an outstanding customer service for our clients, working together to build on and improve our service offering. The client can have the confidence that Welcomm has highly trained people working with quality systems and processes.

Corporate Customer Service

A named Key account manager will be provided to the client.An out of business hours IVR system will detail relevant out of hours contact and help line numbers.

We will:

• Manage our client’s accounts in accordance with the Customer Client Proposal.
• Process orders of new and replacement equipment including car installations.

Own and resolve queries on issues such as: 

• Network coverage
• International roaming
• Value added service queries
• Invoicing
• Amend billing details

The team will also own issues that would ordinarily be resolved by another department within Welcomm or the mobile network and will provide regular feedback on progress.