One Contact Center is a minority owned Contact Center / BPO Company trusted by leading brands in providing Customer Service, Sales and Recruitment Process Outsourcing. Supported with award-winning Innovation and Technology in Training and Agent Performance Development, we empower women and diversified workforce to create breakthrough outcomes in customer experience throughout customer’s Life-Cycles that improve Customer Happiness, Brand Loyalty and Retention while reducing your overall costs.
We operate 24x7x365 and we never had a single day of downtime since the beginning.
Our operating center is located in a first-class office building in Ortigas with easy access to public transportation. We have redundant power supplies, cooling system, bandwidth and office hardware. We are a cloud-based organization with minimal point of failure in our operation. Our dedicated leased lines connect to One Wilshire building in Los Angeles where we also have a backup server room.
One major reason of our success is our solid infrastructure with an uptime service guarantee of 99.95%.
Our power generator can run the building 24hours non-stop.
For our security, we have implemented measures and systems design to securely and safeguard information.
✓ Biometric secured entry
✓ CCTV Monitoring
✓ PCI Compliant
✓ HIPAA Compliant
• Daily to quarterly reviews to identify performance gaps in operational quality. Call Quality monitoring and feedback process.
• Calibrations internally and with clients to ensure we are scoring associates according to the set standards.
• Aside from scoring the quality of response, we also monitor keyboard activity to identify non-business-related activities of the agents.
Our team of Quality Analysts follows guidelines in accordance to the standards of our clients.It is divided in 2 parts: Communication and Process.
• Empathy
• Demonstrated professionalism
• Appropriate response
• Usage of proper grammar, spelling, and punctuation
• Clear and concise response
• Appropriate opening and closing
• First Contact Resolution provided
• Proper documentation
• Provided solution with options
• Followed guidelines
• Daily, weekly, monthly, quarterly, and annual business reviews both internally and with the client.
• Dedicated team of Client Services Managers to address and bridge concerns and ensure that we are capturing, representing and addressing client issues and concerns.
• Regular meetings between agents and management to ensure employees’ concerns which impact employee performance and tenure are addressed immediately.
• Effective coaching processes to address skill and behavior gaps of agents that can lead to performance deterioration and client dissatisfaction.
• Regular feedback sessions with different levels of employees.