At DirecOne, our clients are our partners, every step of the way.

We believe that great partnerships start with great relationships, and great relationships can only be formed if there is clear and open communication. Our client relations model is therefore built around accessibility, openness and collaboration as essential ingredients to strong relationships and partnerships.

Our proximity to our North American clients and ease of travel between Trinidad and the USA and Canada facilitates in-person meetings and site visits, further enhancing our intimacy with our client partners.

Furthermore, we build on the experience resident in the Gillette Group, of partnering and trading with Fortune 500 companies in the areas of distribution and manufacturing. DirecOne remains in the unmatched position of accessing a wealth of experience, even from the very launch, in delivering outstanding service.

De-risking the outsourcing of customer facing functions

Our detailed understanding of our local cultural nuances, productivity trends and how these must be treated with, in the context of a world class Omnichannel Contact Center, allows us to maximize our people’s potential and deliver optimal products and services, at Tier 1 North American standards.

People – at the heart of all we do…

Successful experienced Omnichannel Contact Center, understand that their people – especially the front line staff – are their most valuable resource. From recruitment, to hiring, training and deploying agents, we adhere to industry best practices while customising our People Management, Human Resources and Workforce Management policies and procedures in respect of the local culture and business environment.

Ultimately, we are able to deliver exceptional services with unique value-add.

Customer Experience – CX

The concept of Customer Experience (CX) is generally considered to be the customers’ perception and related feelings from their interactions with your company and is of fundamental importance to the sustainability of a business.  Annette Franz, Chairman of the Customer Experience Professional Association (CXPA) highlights one of the major challenges with effectively managing Customer Experience is that most executives focus on meeting metrics instead of providing an Ideal Customer Experience.

At DirecOne, we have an acute focus on Customer Experience from our Chairman and CEO, throughout the organization to every employee. We have employed our Customer Experience strategy which considers both internal customers (our employees and clients) and external customers, via a variety of initiatives; all with the mutual objective of managing every customer’s experience. We consider our CX Strategy to be a journey and not a destination as it is constantly reviewed as we explore new ways to deliver and improve CX.

Our parent company possess a 36 year track record in delivering ICT solutions using best of breed partnerships with companies such as Microsoft, HP, Oracle, Cisco, Indra and SAS. Out of this ICT DNA were birthed sister companies which include ISPs, Telecoms Carriers, ICT infrastructure and platforms.

Technical teams operate across the group, including at DirecOne, facilitating the deployment of advanced technologies for speed and agility of execution, supportability and sustainability. We maintain a diversity of off-island fibre optic links, and are supported by our very own telecommunications carrier, forming the basis of our business continuity strategy and infrastructure which are unmatched in the industry.

It is DirecOne’s expertise in utilizing technologies to deliver contact centre solutions that has enabled us to provide exceptional service to some of the largest clients in the sector.

Technology, the Foundation of our Daily Operations

DirecOne’s operations are based on advanced communications technology which facilitates efficient, daily call center activities. DirecOne’s robust systems incorporate advanced features for data security and integrity, while maintaining scalability and flexibility.

• Cloud based: Our systems are cloud based, ensuring that in the event of a natural disaster or damage to the facility, operations can be quickly relocated and migrated with minimal downtime and disruption to operations.

• Premises based: We also maintain premises-based infrastructure  so that in the event of a disruption in internet connectivity, our operations may continue seamlessly.

• Reporting: In order to ensure maximum responsiveness to client requests, we have implemented various mechanisms for data reporting and analytics which clients may readily access to review the performance of their accounts

• Automatic Call Distribution (ACD) System: The ACD system queues and directs calls to agents with maximum efficiency, minimizing client wait time. Beyond the basic ACD systems, we incorporate Skills Based Routing, to ensure that calls are directed according to skill and priority.

• Security: Client data and information are protected by several layers of security and best in class systems, including firewalls, advanced user authentication measures and policies and procedures to prevent unauthorized access to information.

All new recruits and agents receive extensive Computer Based Training (CBT) in the Customer Relationship Management (CRM) software used by agents on the floor. Ongoing coaching and assessment ensure that agents reach a minimum level of proficiency in both the software and procedures before being placed on active client accounts.