Results you can measure. Trust you can rely on.
From quality scores to cost savings, UNO delivers the performance metrics that matter backed by infrastructure and processes built for scale.
- 105%
- Avg. QA Score
- 95%
- First Call Resolution
- 4–7
- Avg. CSAT Score
- 2M+
- Interactions
- 12.5 yrs
- Avg. Client Tenure
- 60%
- Cost Savings vs. U.S.
Quality, Overachieved
We don't just hit the target we consistently pass it.
UNO's quality assurance process is designed to consistently meet and exceed client expectations through rigorous monitoring and continuous improvement. Regular calibrations with clients ensure our service reflects their standards.
Monitoring extends beyond our QA department: audits are also conducted by trainers and team leads, fostering a comprehensive, collaborative approach to quality.
Enterprise-Grade Infrastructure
Built to protect quality, enable growth.
Network Infrastructure
Cisco-based MPLS network with fiber-optic connections and VPN tunnels, plus international peering through Equinix Miami (NAP of the Americas).
Dedicated Security Team
Internal Helpdesk, Network Security, and Software Development teams delivering 99.9% uptime and continuous threat monitoring.
Business Continuity
A comprehensive BCP with proactive risk management, redundancy protocols, and tested recovery procedures.
PCI-DSS Certified
Rigorous access controls, continuous monitoring, and proactive threat detection protect client data at every level.
How We Operate
Every element designed to protect quality and enable growth.
Quality Management
Rigorous monitoring with client calibrations and QA audits from trainers and team leads not siloed in one department.
Workforce Management
A dedicated WFM team with internal automation. Staffing flexes up or down on demand without compromising SLAs.
Employee Development
Transparent recruitment, role-based onboarding, continuous coaching, and career development programs.
Escalation Framework
Structured routing to specialized teams ensures fast resolution and consistent quality on every interaction.
Root Cause Analysis
A disciplined RCA process rapidly identifies underlying issues and drives continuous operational improvement.
Custom Integrations
Tailor-made solutions aligned to your CRM and workflows, including AI-powered agent assist and sentiment analysis.
We De-Risk the Hire
Validated before they ever see your systems.
Every candidate moves through six evaluation stages before joining a program, verifying technical, cognitive, and behavioral alignment up front.
- 01
Verification
Search and retention indicators.
- 02
Role-Specific Simulation
Live call, chat, and email role-plays.
- 03
Technical Readiness
PC skills and typing tests confirming digital fluency.
- 04
Language & Communication
Grammar, comprehension, and dictation — supporting clear CX.
- 05
Cognitive Ability
Raven, 10 FIG, and organizational assessments evaluating problem-solving.
- 06
Behavioral Fit
16PF, IPV, and emotional stability assessments identifying resilience.
- 103%
- Hiring to Class Needs
- 128
- Total Hires, Q1
- 9.85
- Avg. Weekly Hires
- 32%
- Evaluation Fail Rate
- 8.33%
- Elite Applicant-to-Hire
Workforce Stability
Tracked across every tenure milestone.
Active tracking across key tenure milestones provides clear operational visibility as the workforce matures beyond the training period.
Tenure Milestone Tracking
Figures as reported, by milestone
- 30 days4.78%
- 60 days23.39%
- 90 days41.38%
- 6 months54.90%
- 12 months60.92%
Client-Aligned Knowledge Transfer
Training built around your business.
4–27 days
Customized training duration based on program complexity, with train-the-trainer and client-led on-site models.
84.4%
Estimated classroom graduation rate, through blended learning presentations, role-plays, and live platform practice.
Zero
Performance-based exits during training.
Sustained Excellence
Overachievement across every stage.
From first 30 days to Q1 2026 long-term performance, UNO consistently clears target across every client campaign.
Target vs. Achievement, by Stage
Overall achievement shown against stage target
- 85%113%
60+ Days(Production)
- 90%108%
60+ Days(Production)
- 90%109%
6 Months(Trajectory)
- 85%108%
Q1 2026(Long Term)
See the numbers for yourself.
Let's talk about how UNO's infrastructure, workforce, and quality process can support your program.
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