1-888-680-1663 | 1-818-337-1271

Who We Are

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.

Our Infrastructure

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

Quality Management

Operational Quality Reviews:

• 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.

Quality Audits:

Our team of Quality Analysts follows guidelines in accordance to the standards of our clients.It is divided in 2 parts: Communication and Process.

Communication Skills include the following:

• Empathy

• Demonstrated professionalism

• Appropriate response

• Usage of proper grammar, spelling, and punctuation

• Clear and concise response

• Appropriate opening and closing

Process includes the following metrics:

• First Contact Resolution provided

• Proper documentation

• Provided solution with options

• Followed guidelines

Governance Structure

Business Reviews:

• Daily, weekly, monthly, quarterly, and annual business reviews both internally and with the client.

Client Service Management:

• Dedicated team of Client Services Managers to address and bridge concerns and ensure that we are capturing, representing and addressing client issues and concerns.

Multi-level employee engagement and compliance:

• Regular meetings between agents and management to ensure employees’ concerns which impact employee performance and tenure are addressed immediately.

Employee coaching model:

• 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.