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Union Street Joins Institute of Customer Service

21st June 2019  by Gareth

Leading supplier of telecoms billing and provisioning solutions, Union Street Technologies, has become a member of the Institute of Customer Service. This move reflects the company’s commitment to deliver outstanding levels of customer care for all communication providers (CPs) that use its aBILLity™ telecom billing software.

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 telecoms billing 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.

Employing 90 personnel, Union Street provides the aBILLity telecom billing system to over 600 communication providers and supports a user base of 3,500. Collectively, they use aBILLity to bill circa £1.1 billion per annum. To meet the changing needs of CPs, the company invests over £1.5 million per annum into research and development for its telco billing software.

The Institute is an independent not for profit membership body with a community of nearly 4,000 individual memberships and more than 450 organisational members. These range from blue chip finance corporations to small charities from the private, public and third sectors. The Institute’s members benefit by gaining access to the organisation’s research, training, accreditation, and networking. The Institute also assists its members in creating strategic plans that meet ongoing customer needs and enhance the customer experience.

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