Our management philosophy makes us stand out in what is a highly competitive sector. How do we translate that philosophy? By applying the concepts of precision, constant improvement and innovation to each and every one of our services. All of this is possible thanks to the professionals who work at Unisono.
Our capacity for investment and growth has made all the difference over the years. We have invested in corporate tools such as Workforce Management and Business Analytics, and we have created a specific innovation area for our clients.
We have an extensive client portfolio that is diversified according to different countries and activities, which currently consists of 95 clients.
In 2016 we had a total consolidated workforce of 6,800 employees. According to the DBK sector study for Call Centers, Unisono is ranked 4th in terms of number of employees in Spain.
The Unisono team forms the cornerstone of our company, a company of people who work for people. Our employees are a driving force that constantly strives to improve, and are responsible for our recognition in the sector as a client-focused company. At Unisono we employ people from all walks of life, of all ages and with different qualifications. We are a diverse, open team.
Our employees benefit from flexible timetables, complementary training, different initiatives to increase their motivation, an internal promotion program, and constant working condition studies so that they can express their level of satisfaction and present areas for improvement where we can make changes.
People who are qualified to carry out the type of service they provide. Our values as a company are transmitted to the team: flexibility, anticipation, a pro-active approach, the will to excel, integrity and honesty, amongst others.
The training process is an ongoing program, which starts as soon as an employee joins the company. Initially the objective is to learn about the company, the service offered and the working tools. Also, our teams receive training to improve the way they provide the service and to adapt to changes. At Unisono we provide our employees with an ongoing corporate training plan that covers all of their different areas of interest, which is designed to help develop and motivate our teams.
All recruitment processes start by clearly defining the type of people we are looking for, based on the profile required for the service in question. We do this jointly with our clients to ensure that we are adapted to their needs.
Once the profile has been defined, the recruitment process starts, based on traditional sources such as agreements with other entities or references from our employees, through to large-scale methods such as Internet employment sites.
The selection process consists of a series of stages: defining profiles, adjusting applicants to the profiles, carrying out objective tests and specific tests, interviews and group dynamic tests. The entire process is personalized according to the requirements of each type of service.
At present (Source- DBK call centers study 2016) we are one of the few companies in the sector with a turnover of more than 100 million euros. We have grown constantly since 1999 in terms of our numbers of work centers, staff, clients and turnover. In 2016 we ended the year with a turnover of 120 million euros.
The investment capacity of Unisono has gone from strength to strength, and in 2016 we invested more than 3 million euros. These investments have been made in innovation and technology (Business Analytics, Workforce Management, Quality Monitoring and our own development projects), as well as renovating our facilities. All of these investments have led to improvements in operations with our clients.
For several reasons. Since 1999 we have grown based on the principle of diversifying our activities and clients, which is why we now have a large client portfolio that is continuing to grow.
Another reason is our commitment to international expansion and growth through new offices, supported by a healthy balance and strong capacity for investment. The best way of valuing our guarantee for success is to listen to what our clients say about us, and so we regularly carry out studies. The last one (IZO 2016) indicated that our clients have a net satisfaction index with regard to our work of 80.26%, making us the most highly valued company in the contact center sector.
Our clients’ voice is a key aspect for us, and thanks to our Relationship Model we have the opportunity to hear it and share it with our clients virtually on a daily basis.
Every year we carry out an internal satisfaction study, while studies carried out by third parties are extremely valuable to us. In 2016, in connection with the CRC Awards, IZO carried out a study that provided the following results:
Overall net satisfaction index of our clients: 80.26%
More specifically, our clients value the following aspects of their experience map:
77.6% expectations achievement
81.3% swift response
86.8% business knowledge
Technological strength 80,3%
All of our clients positively value our ability to adapt to the needs of their company, the transparency and visibility of all of our operations, our proactive approach (suggesting improvements and key aspects for optimization), the good communication and consultancy services, and the speed with which we solve problems. All of this helps to make us a strategic partner.
Unisono stands out for its privileged position in offering services in different sectors. We have experience in an extensive range of sectors, including telecommunications, technology, retail, distribution, industry, utilities, banking, insurance and e-commerce.
Over the years we have become increasingly relevant in the sector, obtaining a much larger market share. According to the DBK sector study on Call Centers in Spain, Unisono ranks fourth in the Telco & Tech sector, with the highest demand in the market, with a share of 4.5%. Unisono is also amongst the two leading companies in the Utilities sector.
We have more than 5,000 positions in 15 sites in 4 countries (on 2 continents). We now have 11 centers operating in Spain (5 in Madrid, Barcelona, 3 in Vigo, Gijón and Valencia), along with the 4 international centers in Santiago de Chile, Colombia (2) and Larbert, Scotland.
Unisono is a multinational company that focuses on improving the experience of its clients in all of the different aspects of its relations: consulting, business process services (BPS) and multi-channel contact centers. As a strategic partner, at Unisono we generate value layers with end to end process management.
Unisono applies its experience and knowledge to efficiently organize the outsourcing of its clients’ business processes, using the most suitable technological tools. We have extensive experience in BPS:
Financial management: collections, payments, banks.
Clients/suppliers: invoicing (verification and payment), orders, returns, updating of files.
Employees: payrolls, expenses, other procedures.
Document management: digitalization, storage, archiving, mailing, e-mail management, sms.
Collection management: controlling due dates, scoring, debt surveillance.
We start by analyzing the processes in depth, then redefining them with the focus on achieving efficiency and optimization.
YUNITY is a technology developed by Unisono that provides a CRM solution for customer management that integrates all of the channels and end to end processes.
This personalizable, accessible web service is certified by ENAC (for technological innovation), Norton and the ISO, and which is used in different countries such as Spain, Italy, Brazil, Mexico, Colombia and Jordan.
The Contact Center Service we offer at Unisono is aimed at providing integral multi-channel management for customers throughout their entire lifecycle. We accompany our clients throughout the whole relationship with their customers, from start to finish: capturing, attention, gaining their loyalty, and retention.
Our consulting service encompasses everything from defining processes for continuous improvement and re-engineering them.
As customer experience leaders, we:
Advise our clients on different types of processes (sales, customer experience, business, etc.).
Stand out from our competitors thanks to our commitment to implanting and testing our operations.
Contribute value to the operations of more than 95 clients in different sectors.
We organize our services in the following areas:
Unisono was founded in 1999 with the mission of offering a service of excellence to our clients, with our sights set on being the first in terms of client satisfaction and employees contributing towards the professionalization of the sector.
From the outset we set ourselves the goal of being the first in terms of customer satisfaction, and of having a significant market share in the medium term. We have achieved all of this and continue to work towards these goals, as well as on projects for improving the customer experience, efficiency and end-to-end processes.
Our company is based on innovation, flexibility, adapted methodology, diligence, professionalism and precision. We apply all of this to managing processes, technological solutions and our human capital.
We identify ourselves through values such as honesty, integrity, a pro-active approach, anticipation, flexibility, commitment and continuous improvement. The client and the results are our reason for existing.
On basing our management model on precision, flexibility, personalization and innovation. We are especially proud of the professional quality of our work. At Unisono we are fully committed to achieving excellence in everything we do. All of our professionals receive specialized training, our processes are certified by the ISO, and we currently form a part of GET14, the group responsible for producing the International Standard for Contact Centers which is aimed at standardizing and improving the provision of services. We also form a part of the pioneering organizations in customer experience (DEC and AEC).
We have become strategic partners with our clients thanks to the consultancy-based approach we apply to our work, together with flexibility as one of the cornerstones of the company’s daily work, in order to provide the right response to different operational requirements.
What sets our company apart from others is that our consultancy services are supported by our extensive experience in implementing projects, processes consisting of direct lines, voice connections and data connections, experience in creating technology for our clients, the ability to make technological investments, the capacity for innovation, and having more than 15 years’ experience in the specific management of Call Center technology.
The majority of the benefits we provide are tangible, as they are measured and control all of the services (KPIs): these benefits, which have also been highlighted by our clients, include the following:
Optimizing management costs while maintaining the quality of service and customer experience.
Increasing sales in a sustained manner.
Innovating in types of service, using cutting edge technology.
Dealing with unexpected challenges (such as increased call volumes, with the flexibility to respond to constant changes in our clients’ business).
Having information on line and on time in order to facilitate decision-making processes in companies.
The main benefit for our clients is knowing that they can rely on an experienced, professional team that is committed to providing the optimum service.
Our policies cover different operational areas, based on the cornerstones of people, processes and technology. Our main policies are:
Quality and the environment
Safety and security
Corporate social responsibility (CSR)
Outsourcing offers opportunities; by outsourcing we give experts the freedom to focus on managing the core aspects of their business. Professionalized management offers a wide range of benefits:
Accessing the best practices and experiences
Flexibility in management
Implantation of the latest technology
Variability and reduction of costs
Capacity to deal with new challenges and begin new projects
We do, and we do it in two different ways:
Providing global customer service from our existing offices.
By having the capacity to invest in any other country, adapting ourselves to the geographic needs of our clients.
By implanting methodologies (processes), taking advantage of technology (Business Analytics) and having properly trained human resources (sales team schools); these three actions can contribute towards improving impacts with customers and transforming them into sales.
At Unisono we also have specific programs that take advantage of new technologies and omnichannel experiences, as well as programs to generate leads and open up new sales opportunities for our clients. We also offer the analytical perspective from our consultancy department, to analyze root causes, the organization of services and other methods of maximizing sales.
The current omnichannel environment means that you first have to determine the interaction strategy to be used, identifying all of the points of contact with actual or potential customers.
Unisono supports an objective service model in an omnichannel environment which is adapted to all of the clients’ needs, throughout the value chain and lifecycle. By doing so we promote a unified vision of the client, improving their global experience.
We help our clients to design the way they will approach an omnichannel experience, which basically consists of the following:
Analyzing the relational model, defining the “customer journey”, analyzing the required channels and adapting them in the service provision.
Analyzing the operational model.
Designing how the omnichannel experience will be managed.
Through our consultancy-based approach, we repeatedly deal with this challenge that faces our clients. The initial model is structured around these working areas, where we then apply our executive approach:
Motivation and incentives
Based on our experience, there are two key factors in improving quality results: working on the quality provided and quality perceived, and guaranteeing that they are at the same level.
As a result, in order to improve customer satisfaction it is necessary to implement a series of actions:
Knowing their expectations
Working with each member of the team on specific programs adapted to meeting expectations
Adapting and altering the processes
Providing the service with the necessary tools and technologies for monitoring and measurement purposes (quality monitoring in our case)
Training the team
There are several ways of improving FCR and reducing callback. Improving FCR increases customer satisfaction and reduces costs.
Our experience has shown us that this aspect has to be approached from different key areas:
Modeling of the information
The automation of processes
Choosing multi-channel services
Quality plans for each service
Differential call routing
As we know, the Average Handling Time (AHT) is affected by numerous factors: the training the team has received, how the processes are modeled, access to information, and of course their communicative skills.
At Unisono we manage these projects in a personalized way. Our experience has shown that these are the key factors in reducing the AHT:
Analyzing, adapting, improving and shortening processes
Training the team