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Unity Communications has made the Inc. 5000 list for the fourth consecutive year, a remarkable achievement for the business process outsourcing (BPO) startup turned multinational company.
The organization is expanding globally, with the Philippines as a critical hub for specialized services. A culture of work-life balance, empathy, inclusivity, talent development, and teamwork drives its growth.
Founder and CEO Patrick Brown exemplifies leadership, excellence, versatility, and innovation. His insights have empowered Unity to enhance employee and client satisfaction, positioning the company as a frontrunner in outsourcing.
Patrick Brown: Leading Unity Communications to an industry force
Brown, Unity Communications’s dynamic and approachable leader, has carved out an impressive career path in the defense and tech industry. From U.S. Navy technician to BPO leader, his journey is marked by resilience, innovation, and a dedication to fostering a supportive workplace culture.
He launched Unity with just one employee in the Philippines. From this humble beginning, he has transformed the company into a formidable organization, now recognized by the BPO industry and business world for its consistent growth and effectiveness in delivering top-tier outsourcing services.
Celebrating recognition and milestones
Unity Communications has received various recognitions in the U.S., the most notable being its inclusion on the prestigious Inc. 5000 list four years in a row—a testament to its rapid growth and impact within the outsourcing landscape.
Additionally, in 2023, Clutch included the company in its exclusive roster of top 1,000 global service providers. This recognition signifies the organization’s commitment to offering exceptional services that generate growth and prosperity for clients across industries.
Brown attributes these successes to a robust management team, a culture of excellence, and continuous improvement. He emphasizes, “We are very, very assured that we may not get it right, but we eventually will,” reflecting the resilience and adaptability that characterize Unity’s approach to challenges.
Cultivating a thriving culture of growth and empowerment
Brown’s vision goes beyond business success. He strives to build a valued and empowered workforce and diligently promotes a culture of personal growth.
“You have to find out what works for you,” he advises, urging employees to explore their passions and cultivate a work-life balance that suits their needs. This philosophy has inspired many at Unity to pursue their professional and personal interests.
Championing the potential of the Filipino workforce
Brown strongly believes in the potential of the Filipino workforce. “The people in the Philippines are amazing,” he states, recognizing their dedication, creativity, and adaptability.
Brown encourages an inclusive atmosphere that celebrates unique talent and perspectives. His pursuits in endurance sports and music mixing exemplify his commitment to creativity and balance, inspiring employees to explore their passions.
Nurturing a collaborative community
For Brown, Unity Communications is a community for growth and collaboration, where his leadership boosts confidence and purpose.
As he puts it, “What do we need to execute? Let’s not spend time in meetings. We know what needs to be done.” This emphasis on action and clarity is a cornerstone of Unity’s ethos, propelling its success in the evolving BPO landscape.
Key insights and perspectives from Brown’s journey
Brown’s journey as a leader and entrepreneur has produced a wealth of insights that reflect his experiences and influence Unity Communications’s culture. His perspectives highlight the value of balance, creativity, and vulnerability, which he believes are vital for personal and professional development.
His approach motivates people to embrace their paths while building an environment that promotes learning and growth. With these insights, he shows how a supportive and dynamic workplace can improve well-being and development.
Embracing work-life balance
Brown strongly advocates for work-life balance, recognizing that individual needs and circumstances vary significantly. He acknowledges his struggles with achieving this balance, especially when he launched the company in 2009. “I didn’t always have a work-life balance when I started the company. I worked 12 to 16 hours a day,” he admits.
However, he emphasizes that achieving balance is possible by exploring what truly works for each person. Brown urges employees to prioritize their well-being and find a rhythm that suits their unique lifestyles.
The power of creative outlets
Brown understands the importance of creative outlets in maintaining mental health and motivation. For him, endurance sports and music mixing serve as vital forms of self-expression and rejuvenation. “Running really recharged me,” he states, illustrating how physical activity allows him to disconnect from daily pressures.
He mixes dance music, mainly techno and trance, to channel creativity and unwind after work. This approach helps him recharge and inspires others at Unity to pursue their passions outside of work.
Learning through vulnerability
For Brown, embracing vulnerability and the learning process is also essential. He believes everyone should be free to explore new interests without fearing judgment. “It’s okay to suck at something new,” he emphasizes, encouraging employees to try new ways and grow.
His diverse experiences shape this perspective, from bartending in bars to repairing and maintaining computer systems. He inspires those around him to overcome their fears and embrace growth. His advice to be open to failure resonates deeply, particularly for individuals hesitant to step outside their comfort zones.
By fostering a culture of experimentation, he cultivates an environment where creativity flourishes and innovation becomes the norm, ultimately benefiting both employees and the organization.
Blueprint for sustainable success
Over the past seven years, Brown has steered through industry challenges by staying focused on his long-term vision, prioritizing the right mindset, practicing financial discipline, and maintaining strong self-belief. His experiences and values drive Unity’s success and provide a blueprint for others to thrive.
The long-term vision
Brown emphasizes the importance of a long-term vision in decision-making. “All of the decisions I made seven years ago have been what I can do now that impacts me a year later, two years later.”
This forward-thinking approach is critical in an industry where immediate results are unattainable. By establishing the groundwork, he and his team have positioned the organization for long-term success, demonstrating that patience and strategic planning pay off.
Mindset matters
For Brown, one’s thinking outweighs their skill set. He believes that individuals might not always have the right capabilities initially. However, “with the right mindset, you can teach anybody a set of skills that can far surpass people with the skill set.”
This philosophy fosters growth and support, motivating team members to take on new challenges. Brown highlights the need for a creatively challenging and supportive workplace. He asserts, “It’s amazing what you can accomplish and what people can learn over three to four years.”
Focus on efficiency and quality
Brown’s strategy of focusing on fewer projects and completing them correctly showcases his adherence to quality over quantity. Rather than expecting quick outcomes from multiple assignments, he stresses, “It wasn’t really about trying to get results fast. It’s taking the projects we have now and doing them well.”
This method keeps clients satisfied, resulting in referrals and future business. By being patient, Brown has built a reputation for reliability and excellence in outsourcing.
Financial discipline and stakeholder principles
A significant attention to financial discipline also distinguishes Brown’s leadership style. He recalls the early days of Unity, adding, “If we couldn’t afford it, we did without it.” This standpoint has resulted in a financial flow that underscores stability.
Instead of actively pursuing outside investment, he advocates for a model in which the principal shareholders are the clients, agents, and management team. “I really wanted three shareholders in my vision. The first shareholder is the client. The second shareholder is the agent. And then the third shareholder is the Unity management team that’s all in.”
This clear focus on internal stakeholders has reduced external pressures and agendas, allowing the organization to remain true to its core values and vision.
Perseverance and self-belief
Brown’s journey has not been without its challenges. He admits that the path can often feel lonely, with doubts creeping in, especially when comparing oneself to competitors.
However, his persistence in committing to his principles has been crucial to his success. “We were cash flow positive every month. We’re profitable every month and every year.” He opines, “Just really, really believing in yourself” is fundamental in navigating the ups and downs of entrepreneurship.
Embracing innovation and adapting to global trends for future growth
In the next five years, Unity Communications is poised for continued growth, driven by artificial intelligence (AI) integration across its systems. Brown sees AI as a crucial tool for enhancing efficiency, particularly in tier-one tasks, where automation can streamline routine processes.
This shift will allow agents to focus on more complex tier-two work, providing them with opportunities for growth and development. However, Brown acknowledges that not all companies are ready to automate simultaneously, as limited revenue streams and short-term projects might not justify the investment.
Brown is also attuned to shifting global labor trends that reshape the workforce, such as declining birth rates and changing industry preferences. Despite these challenges, he remains optimistic about the potential for growth and scalability.
“If I can take people and build certain types of business infrastructure here in the Philippines that are cost-effective, that scale well, and have the ultimate end customer experience result they need, then we really don’t have any limit as to where we can go,” Brown shares.
Using AI and adapting to global trends, Unity sets itself up for long-term growth as it continues providing exceptional consumer experiences. Brown’s progressive approach seeks to handle future industry transitions while providing new opportunities for the organization and its employees.
The bottom line
Unity Communications’s dedication to innovation and a supportive culture remain unchanged as it grows. Under Brown’s creative and flexible leadership, the organization adjusts to change while continuously building its future. Unity is well-positioned for unprecedented growth and success as it prioritizes innovation and fosters a collaborative atmosphere.
This path demonstrates the combined dedication of the management team, employees, and clients. They work together to forge a brighter future that values creativity, resilience, and collective success. Unity Communications reshapes the outsourcing landscape, inspiring everyone to embrace new possibilities.
