Chicago, Illinois

Experience and Expertise

Getting things right the first time takes experience. Hiring dependable, capable customer service agents, especially from overseas, comes with challenges and potential missteps.

Unity Communications brings to the table over 15 years of experience in business process outsourcing. We have already made all the mistakes and fixed them years ago, so you don’t have to. This is the core of our ability to actually save companies money instead of increasing the bill for outsourcing. 

We use this experience to recruit top-tier talent at competitive rates. Our proven training and onboarding processes help teams ramp up faster than most companies could manage on their own.

Flexibility and Scalability

Business process outsourcing misses the point if it is rigid and unchangeable. Business needs change, and your BPO solution needs to be able to roll with those changes. Unity Communications, therefore, builds flexibility into the business model itself. 

We choose and train our call center agents not only to be specialists in one task but to have the ability to adapt to the changing needs of employers. That way, when a business process changes or gets added, you don’t necessarily need to go through the growing pains of recruiting new talent; often, the same talent can be repurposed to take over the new process without a hitch.

We also choose and train our call center agents for scalability. Each agent role is designed with the ability to grow in that role as the company grows. If the workload of a particular support doubles, we don’t necessarily need to hire a new one. Through automation and streamlining, the same support may be able to grow in the role to handle the bigger workload more easily, further cutting costs and enabling you to scale even faster.

Personalized Service

No two companies are alike, and as such, two experiences of business process outsourcing should not be alike. Unity Communications doesn’t just have a standardized process for repeatable success in BPO — we have experience with different companies and their different needs. This enables us to identify what makes your company different and provide personalized service customized to your exact needs.

We don’t want to waste any of your time and resources on outsourcing a process that will end up being redundant. We also don’t want to miss any opportunities to automate instead of outsourcing. Automation of processes enables you to cut costs and scale even faster. 

Based on your needs, we build a customized BPO plan that lets you make the absolute most of your resources, removing all the friction that has stopped you from scaling in the past.

Confidentiality and Security

Bringing on new talent, especially outside talent, carries with it understandable questions about confidentiality and security. This is especially true if the call center support and BPO provider have access to sensitive or confidential documents and other company materials. We put into place strict security controls to make sure your materials are not abused. 

Additionally, we screen our call center agent recruits carefully, not just for talent and capability, but for character. Our agents value their employers and take pride in their honesty and integrity, adding a layer of security and safety to your work with them.

Customer Satisfaction

Our priority is the satisfaction of your customers. Without happy repeat customers, it’s all for nothing. We provide skilled English-speaking support where necessary to interact with your customers in their language. 

Even where language skills aren’t of the essence, we prioritize customer satisfaction by recruiting call center support capable of working quickly, accurately, and to the highest standards of service. All your customers will notice is that your company operates with the precision of a Swiss watch — the kind of company they want to continue doing business with for years to come.