Customer experience
What a customer feels after every contact with your brand. We measure it constantly and try to settle the issue the first time they reach out.
Company
Operators first.
Everything else follows.
DirecOne opened the first international contact centre in Trinidad and Tobago in 2000 and has not stopped operating since. We are part of the Gillette Group, we are based in Port of Spain, and we still think the job is the same: do right by the customer on the other end.
- 2000
- The year we opened
- 1,000
- People at peak for one client
- 1984
- The Gillette Group founded
What we stand on
Four things we have
always cared about.
They were the company's pillars long before AI arrived. They are why we are careful about where we use it.
Context
Knowing this country, its workforce and each client's industry well enough that nothing is left to guesswork.
Client relations
Clients as partners: open books, weekly and monthly reviews, and a standing invitation to sit on our floor.
Technology
Cloud and on-site systems together, so work continues through a disruption. AI alongside our people, with the judgment calls left to them.
Mission and vision
In the company's own words.
01Statement
Our mission
To be the nearshore Customer Interaction Centre destination of choice throughout the Americas.
02Statement
Our vision
To avail ourselves of the best management and expertise available in the industry, which will deliver the most efficient and effective campaigns that support your business strategy and provide the most profitable return on your investments by capturing the available market opportunities; by providing superior Customer Experience that gives our clients quality assurance, dependability, flexibility and control; with the highest degree of professionalism dedicated to achieving the highest standards of performance; aimed at solving problems by accepting responsibility and working together with our clients to identify the solutions; which are enabled and powered by relevant and cutting-edge technologies.
Since 2000
Twenty-six years,
without a break.
The moments that made us the operator we are.
-
2000
The first of its kind
ConnectOne of Toronto and the Gillette Group form the first international call centre in Trinidad and Tobago, at Chaguaramas, with 288 seats a shift.
-
2002
Fortune 100 work
A partnership with Accent Marketing Services brings third-party verification for its Fortune 100 clients.
-
2003
Around the clock, in two languages
Operations move to 24/7, and bilingual English and Spanish service is launched.
-
2004
A thousand agents
A joint venture with Accent expands operations by 1,000 agents to provide customer care for Sprint.
-
2005
Port of Spain
A second centre opens in the heart of the capital with 250 seats.
-
2007
Teaching what we know
Customer service consultancy and training begins for local and regional clients, starting with financial services.
-
2009
Measured against the best
Kenwin, representing COPC in Latin America, validates our management team, our use of industry best practice and our focus on quality.
-
2011
Standing by in a disaster
A partnership with the national disaster management agency, with a commitment to support during isolated and national emergencies.
-
2013
A voice for the industry
Subject-matter experts on BPO and contact centres for the newly formed national investment promotion agency.
-
2017
Outsource to the Caribbean
Invited by Caribbean Export and CAIPA to the first regional BPO event.
-
2019
A technology reseller
Regional reseller for CRM, communications and contact centre software, including NICE inContact, Five9 and Genesys.
-
2020
Twenty years
DirecOne marks two decades of continuous service.
-
2026
AI first, human where it matters
AI Operations becomes a service in its own right, run by the same people who run the floor.
The Gillette Group
A group that builds
what we stand on.
DirecOne is part of the Gillette Group, founded in 1984 and a presence in Caribbean business for 42 years. Information and communications technology is where the group began, with its flagship company Computers and Controls Ltd.
For a client, that parentage is practical. Sister companies include telecommunications carriers and internet providers, which stand behind our network. The group develops property, which is why we can offer a facility built to your specification. And it has worked for decades with partners including Microsoft, HP, Oracle, Cisco, Indra and SAS.
-
Telecommunications carriers and internet providers The network behind the site is in the family.
-
Land and property development Purpose-built facilities, from site works to go-live.
-
ICT solutions Four decades of enterprise technology experience.
The record, in clients' words
What they wrote.
Not everyone knows that customer service begins from the heart.
Based on their performance, reliability, and long-term commitment to our operational success, I confidently recommend DirecOne as a vendor for telecommunications and customer support services.
For 5 years DirecOne performed lead generation services for Scotiabank, Trinidad and Tobago.
First and foremost, a special thank you to each of you for all of your hard work and passion helping our customers for the past few years! Impressive creativity and determination resulted in incredible programs that focused on our customers and DirecOne employees.
Quoted from written client references. Relationships span different years and scopes.
In figures
- 26 yrs
- Operating in Trinidad Continuously, since 2000
- 350
- Equipped workstations Expandable on demand
- 1,000
- People at peak for one client Full-time equivalents
- ~600
- Seats delivered for other BPOs Entry and expansion
Start here
The best way to know us
is to talk to us.
A direct conversation with the people who run the operation. Expect a view on scope, a pilot design and a timeline.