ABOUT US
  • COMPANY OVERVIEW

Company Overview

United Nearshore Operations (UNO) is a global BPO and Call Center company. Our headquarters are located in Santiago, with our secondary location in Santo Domingo, Dominican Republic. UNO Corporate Parent, D'Clase Corporation launched the call center operations in 2004. 

UNO is a PCI DSS level 1 v3.2 certified company, since June 2011, as well as HIPPA Compliant.

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 a global market. UNO currently holds 70% of the local contact center market share in Santiago, therefore being the largest and most stable call center service provider in the region.

UNO has experienced a steady growth pattern since opening its doors in 2004 to our current state of 960 work stations and over 1,400 employees. A key attribute to our scalability and steady growth have been our internal succession plans and career development programs, to identify and develop internal talent and subsequently provide them the opportunity to grow within our organization. This strategy has proven successful and driven a low attrition behavior.

An attribute that sets our organization apart is the way we conduct business with our clients. When we establish a business relationship with a client, it is a partnership and therefore we do everything possible to protect our mutual interests. This as well as other factors have allowed UNO to maintain a very healthy portfolio of Fortune 500 clients. We have clients that have a tenure of more than 10 years, this demonstrates our commitment as an operating partner.

Another key element of our success has always been our local talented resources and our cultural affinity to US and Latin American Markets. We are able to communicate efficiently and accurately with our English and Spanish language speaking customers, providing them the comfort of someone who natively speaks their language and understands their idiomatic expressions. UNO has its own English Language University located within our facilities, these language courses are available free of charge and all materials are provided by UNO. More than 500 students have graduated from the UNO Language University.

We are process driven, with the ability to customize our service offerings to each client's needs. We understand today's consumer market and that they have a choice. Our established processes and best practices are the driving factor behind excellent CSAT and NPS results that provide an excellent customer interaction.

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 our Headquarters location in Santiago. We have two facilities in Santiago, our main building in Santiago is 45,000 Sq. ft. and currently has over 800 work stations and our secondary facility which is connected via enclosed walkway is 44,000 Sq. ft. and has a capacity of 860 work stations. Both facilities meet the required health and safety regulations of the Dominican Republic and have full redundancy.

UNO also has a restaurant located within our grounds where employees can relax and enjoy a hearty breakfast, lunch or dinner. As well as ATM machines making it convenient for employees to have access to their funds, 24/7.

UNO offers subsidized Day Care within our facilities as a benefit to our employees, available from 7am to 6pm each day.


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 and 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.