Unisono, multinational business group leader in Contact Center, management of consulting services and Business Process Services (BPS), has triumphed in the tenth edition of the Platinum Contact Center Awards by receiving 3 awards.
The gala has been held at the Goya Theater in Madrid and rewards the best customer experience strategies. Organized by Contact Center Hub, it brings together great professionals from the sector and is a great opportunity to share best practices on management and customer experience.
On this occasion, the work carried out for large companies, such as Glovo and Leroy Merlin, have made the Unisono Group worthy of the awards for the Best Customer Experience in Logistics, Distribution and Transport and the Best Customer Experience in Industry, respectively.
To these awards, ads for the first time, a recognition within the categories to the technological Innovation; the Best IT Project in Omnichannel with its solution to optimize the customer service of a large distribution company. The jury highlighted the high level of innovation of the initiative, as well as its commitment to digitalization and the vision towards these new Contact Centers of the future.
According to Sandra Gibert, General Director of Unisono Group, "we are very proud to have received 3 awards that recognize the work we do for very special customers in the Group." Gibert added that, "these awards mean recognition of both the work we do day to day for our customers, as well as the internal commitment we have with quality, with innovation, the digital transformation of customer management and with our employees."
Among the evaluation criteria that the jury has taken into account when delivering the awards, are the application of knowledge and creativity of the people of the organization to carry out the definition and implementation of processes and improve the customer experience. They value the use of the opinions of employees and customers for the improvement of services. And in the case of the Contact Center Awards for technological innovation, they reward the introduction of new technologies that allow the improvement of methods of customer service management.
The Platinum Contact Center Awards are prizes that the Contact Center Hub magazine organizes annually. In its ten years of history, these awards recognize excellence and the work of companies to take care of the relationship with their customers. They also reward the high degree of professionalism and the ability of Contact Center companies to adapt to the needs of the companies they work for.
Unisono has once again joined CODESPA (NGO of Cooperation for the integral, economic, social and human development of the less fortunate people), to organize and carry out the recent edition of the solidary market in the facilities of its offices in C / Doctor Zamenhof.
At the open market for employees of Unisono Group, companies such as Corvus Barcelona, Blue Banana, Couple & Pie, El Ganso, Compañia Fantástica, Burrito, Blanco, Bughambilia, Boboli, Cortefiel, Álvarez Gómez, Brodels, Jimmy Lion, Parfois, Pyrex, Valentina, Springfield, Women secret and Yerse joined this project by donating several products of their brands such as men's and women's clothing, household products, footwear and accessories to be put on sale in this new version of the solidarity market.
This market has raised around € 5,931, and will be allocated to the project "Kurmi, the pride of Aymara women", whose purpose is to support the ethnic crafts of Bolivia in the marketing of their products, so they can offer better conditions of life to their families.
Unisono Group has been recognized by Verint for the successful optimization of the Workforce Management tools system in its Contact Center and BPO services, in the Optimizing the Workforce Award category.
Thanks to this tool, Unisono achieves greater efficiency in the management of operations with its customers, in addition to transforming the employee's experience and offering them flexibility, transparency in the management of shifts, the desired mobility and therefore the motivation of the teams.
María Andrés, Economic, Financial and Media Director of the Group, was commissioned to collect the award on June 13 at an event organized by Verint at the InterContinental Hotel in Madrid and is the nomination for the European Prize to be awarded within the framework of the event Verint Engage EMEA Customer Awards Gala Dinner to be held on November 28 in the United Kingdom.
Prior to the award ceremony, different activities and talks were held, including a round table moderated by José Francisco Rodríguez, President of AEERC, in which they participated Ildefonso Vicuña, Unisono Group CDO, David Guijarra from Wizink, Juan Luis Moreno and Antonio Medina from Telefónica who offered their opinion about the key factors and solutions for the automation of Verint tools in organizations, as well as the role that robots have in companies today.
Ildefonso Vicuña highlighted during the round table that to achieve a successful implementation of automation tools in companies it is important that there is a cultural change, this is achieved by transforming the profiles within the organization by first identifying the people and key groups that be able to transmit a favorable perception and that motivates a change in the other areas of the company.
Fernando Rodríguez Sierra
After more than 10 years in the company, Fernando Rodríguez Sierra has assumed the International Management of the Unisono Group. In his new position, he is responsible for coordinating the international strategy at an organizational and commercial level to boost global growth and maximize the established results.
Fernando has a track record of more than 15 years in the sector and within the Group has had different responsibilities in the operational management, Manager, Client Director, Account Director and since 2015 Country Manager of Colombia. He has also been awarded as one of the 100 most successful managers, by the magazine Manager, recently.
Pilar Barrios Valencia
Since 2014 Pilar Barrios Valencia leads the commercial team in Unisono Colombia and thanks to her commitment and dedication, Pilar has promoted Country Manager, depending on the International Management in charge of Fernando Rodríguez.
Pilar Barrios has as main function to maximize the annual results established by the Group and manage the Unisonous centers in Colombia in administrative, human resources, operational and commercial matters.
¡Congratulations Fernando and Pilar!
Unisono celebrates 20 years in the market and the Client Relationship Team wanted to interview Sandra Gibert, General Director of the Group, to talk about its evolution in the market throughout the years.
Client Relations: What is the key to the success of the company staying in the market so long and being so prosperous?
Sandra Gibert: The hallmark of the company is working to put the customer in the centre. That is one of the keys. The fact that we are all focused on the client, on improving their satisfaction, giving the best possible service, making sure we never make mistakes.
Another key is the team of professionals who form Unísono. We work with the best, and that makes the level of involvement, effort and commitment very high. And this is reflected in the service provided to our customers.
In addition, we cannot forget to highlight our company’s values. We have always enhanced long-term relationships, being very transparent, honest and trustworthy, making innovative value proposals that help our clients to transform their services. It is always positive for the client to see that we are one step ahead.
Client relations: How has the growth of the company been managed, both in terms of personnel and work volume?
Sandra Gibert: Throughout the years we have been dedicated to working tirelessly to ensure success. We celebrated 20 years with a very solid team. In fact, several of the people in Unisono today, have been with us for the entire 20years. There are many people who have been with the company for 15 and 18 years. This has allowed us to have the basics very consolidated and be able to work successfully with the innovations that are being proposed.
(The complete interview in Spanish can be read in this pdf of number 80 of Mag Customer Relationship).
In commemoration of March 8th, International Women's Day, Unísono Group highlights its struggle for inclusion and gender equality and demonstrates this through its figures that speak of a company where women represent 76% of the workforce.
Unísono is a company where women have the opportunity to demonstrate their leadership and management skills, for this reason 74% of the management positions are occupied by women and they also represent 75% of the members of the Management Committee.
85% of the workforce has an indefinite term contract and of this 77% corresponds to women.
Equity is the result of impartial treatment and of providing the same opportunities for men and women, that's why there is no salary gap in Unísono Group.
On Tuesday, October 9, 2018, took place at the Wanda Metropolitan Stadium and coinciding with the celebration of Customer Relationship Expo, the most relevant event of the Customer Relations Center industry. The CRC Gold Awards Ceremony to the "EXCELLENCE in Customer Service", which this year celebrates its 20th edition. These awards are granted by the AEERC (Spanish Association of Customer Relations Centers) in collaboration with Ifaes (organizers of the Expo) and IZO, The Experience Design Company.
José Francisco Rodríguez, President of the AEERC, and María Luisa Merino, Manager of the AEERC, were in charge of officially opening the gala and making visible to the attendees the good results of this year, reflecting an industry that despite not getting the deserved recognition, has an undeniable weight in the economy and the employability of the country.
José Francisco Rodríguez, President of the Association, highlighted the importance of leadership and thanked all the actors who have made possible these 20 editions of the awards who will support their constant growth and recognition.
In this edition Unisono has been granted for the second consecutive year the CRC Gold Award for Best Outsourcer in Retention and Loyalty for its client Iberdrola.
We are also very proud of the awards received by our clients, for services managed by Unisono.
CRC Gold Award for Best Service in the B2C Telephone Channel for companies that serve a volume of interactions greater than 2 million: Banco Santander.
CRC Gold Award for Best Service in the B2C Telephone Channel for companies that serve a volume of interactions of less than 2 million: Daba / Nespresso.
CRC Gold Award for Best Service in the B2B Telephone Channel: Iberdrola.
CRC Gold Award for the Best Attention in Telephone Sales: Banco Santander.
The event was closed by José Serrano, CEO of IZO, who congratulated all the attendees for their commitment to the "EXCELLENCE in Customer Service" implied by their participation in the CRC Gold Awards.
In short, the evening was a source of pride and proved of the relevance of these awards to Excellence in Customer Service.
We are proud of our General Services Department´s accomplishment in renewing our site located in Emilio Muñoz (Madrid).
We achieved our goal of deploying a great environment that provides an enhanced Employee Experience. Our site is adapted to our team members´ needs and increases comfort in day to day activities.
Project´s highlights are better lighting, a more welcoming environment and larger spaces to share and generate a culture of well-being that promotes physical and emotional health.
Unisono appointed María Sola Lasso as Commercial and Marketing Director. In her new role, she will be responsible for coordinating the Group's commercial and brand strategy in all markets, managing the company's business development activity to expand the client portfolio to maximize results in line with the annual objectives established by the Company.
María began her professional activity in Unisono in 2007 as Head of Organization and Development in the Human Resources department. In June 2014, she was promoted to Director of Marketing and Commercial Intelligence, a position she held for three years. In July 2017, María was appointed Director of Loyalty and Marketing, a position she has held until now.
Prior to joining Unisono, María worked as a consultant for Soluziona and KPMG, managing projects for large companies such as AENA, Telefónica, Mahou, Saint Gobain and Peugeot, among others.
The new Director of Commercial and Marketing holds a degree in Political Science and Administration from the Complutense University of Madrid and a Master's Degree in Quality Management from the School of Industrial Organization. She also holds a Master's Degree in Public Administration Management from the Complutense University of Madrid as well as a Master in Human Resources Management and Organization by AEDE.
On July 11, the 1st Cepsa Customer Support Conference took place at the headquarters of Unisono, the objective of the meeting was to analyze trends in customer management and the analysis of services provided in each Business Unit.
More than 30 people attended the conference, including Álvaro Díaz, Commercial General Director and Alejandro Bautista, Responsible for Omnichannel Client Relationship, both at Cepsa, as well as María del Pino Velázquez, President and Sandra Gibert, General Director at Unisono.
The agenda included the evaluation of contact center services, management model, focus group and analysis of best practices in the sector. The evaluation of the day has been very positive and both companies are preparing the 2nd Conference.