ABOUT US
  • COMPANY OVERVIEW

Company Overview

United Nearshore Operations (UNO) is a global BPO and Customer Engagement Center, with location in Santiago, Dominican Republic. UNO's Corporate Parent, D'Clase Corporation launched the call center operations in 2004, (10 years in business). UNO was formed as a privately held Panamanian company.

Although UNO is a fully independent company, our unique roots come from our corporate parent company, The D'Clase Corporation, which was founded in 1986 as an apparel manufacturing organization. They have grown to include 11 companies with 11,000+ employees serving the U.S. market. Through steady growth and a strong sense of social and national commitment the organization has become responsible for integral parts of the infrastructure of the Dominican Republic including the following business sectors: Telecommunications & Communications, Transportation, Banking, Healthcare, Manufacturing and Customer Relationship Management. UNO, Inc. is one of these companies. UNO currently holds 70% of the local contact center market share, therefore being the largest and most stable call center service provider in the region.

UNO has experienced a steady growth pattern since opening our doors in 2004 to our current state of 760+ work stations and over 1,100 employees (and growing). A key attribute to our scalability and steady growth have been our internal succession plans and administrative training program, to identify and develop internal talent and subsequently promotion them to occupy new administrative positions.

An attribute that sets our organization apart is the way we conduct business with our clients. When UNO establishes a business relationship with a client, UNO does not simply treats such as a relationship of client-vendor, but as a partnership and therefore we do everything possible to protect our mutual interests. This and as well as other factors have allowed UNO to maintain a very healthy portfolio of well-respected clients, with a 6 year average tenure.

Another key element of our success has always been our talented resources and our cultural affinity to US and Latin Markets. We are able to communicate efficiently and accurately with our English and Spanish speaking customers, providing them the comfort of someone who natively speaks their language and understands their idiomatic expressions. It is important to highlight UNO's commitment to ensure the growth of the talent pool through our innovative and tailored free English language classes provided at UNO's English Language University to students in Santiago and surrounding areas.

In addition, our state of the art infrastructure as well as quality driven processes enhance the experience that our client's customers have, and increase client and customer satisfaction.

UNO is PCI DSS level 1 certified company since June 2011.

Vision, Mission and Values

Vision To be the number one supplier in the Dominican Republic of services of outsourcing for international markets, creating a positive impact on the social dynamics. To open new opportunities and synergies in the structure of employment and the economic growth of the country. To become more a business partner than a supplier for our clients, providing added value.

Mission Achieve or exceed in a consistent manner the levels of service agreed with our clients, taking as reference the leading industrial organizations. Provide our employees and associates a safe, free environment. Deliver the economic profit expected from our shareholders and maintain a high degree of confidence with them and with our associates. Create new opportunities of work and development for the population in the surrounding areas, with or without experience, but with customer service skills.

Values

  • >Integrity
  • > Active participation and team work
  • > Mutual Respect
  • > Excellent customer service
  • > Responsibility
  • > Innovation

Our facility

UNO serves its clients from world-class facilities located in Santiago, Dominican Republic.  UNO owns the real estate and operating facilities.  Our main building is 45,000 square feet and currently has 760 work stations.

UNO also has an additional owned adjacent facility of 44,000 square feet, attached via secure and easy walkway to our current building; this building has an additional capacity for 800 work stations.

How we do it

Outsource without sacrifice.

Demands on businesses can be great. Companies are required to provide unique and effective solutions designed to improve or establish new customer relationships while maintaining operating efficiencies. UNO understands these demands and is positioned to provide solutions that enable you to deliver high levels of service and professionalism to your customers at a cost that allows you to maintain budgetary responsibilities.

With the unpredictability of fluctuating call volumes it is difficult on a company to maintain an internal sales force that provides the expertise necessary to manage each call as well as the flexibility to effectively manage costs. UNO is able to help you manage the process of customer interaction through a variety of solutions.

  • >State of the Art contact center.
  • >User-friendly automated contact solutions.
  • >Vibrant ant talented workforce.
  • >Cultural affinity with the United States and other countries within the LATAM region.
  • >UNO is PCI DSS level 1 company since June 2011.

In addition, since its immersion UNO has established best practices and quality driven processes that have allowed us to remain consistent in our delivery and achieve continuous improvements, such as COPC, PCI, PACE Safe Harbor's processes, ISO 27001, Six Sigma, HIPPA, amongst others.

We have the experience necessary to seamlessly blend the right resources and services together to provide the right combination to exceed your needs and reduce your costs.