Please introduce your company and give a brief about your role within the organization.
I am the Founder and CEO of Unity Communications. My primary job is to create partnerships among companies that are looking for outsourcing partners to scale their operations.
What is the story behind starting this company?
In our humble beginning – we were a telecommunications integrator with ATT and other carriers to provide complex B2B solutions for businesses across the USA, Canada, and Mexico. Since I did not have access to VC funding or PE money – I bootstrapped the company and needed to scale. My first team in the USA kept getting poached and had a very difficult challenge to retain and keep employees that would learn and have marketable skills after just a few months with my company. I could not compete with the bigger telecom firms – and felt like I was a “farm” team for larger and better-capitalized companies. I was convinced by my navy friends to hire some people in the Philippines to take over many of the tier 1 tasks and allow my staff in the USA to then concentrate on revenue-generating activities and more complex problem-solving. That was key. I was able to retain my people by giving them more challenging work and higher wages, while the tedious, repetitive, and data entry tasks were done by my Philippines team. It transformed the company. I was my very first client. Other clients that I was working with gave me an opportunity to build teams for them as well – and now is our main revenue.
What are your company’s business model–in house team or third party vendors/ outsourcing?
In-house team. We do not use contractors or other vendors due to loss of quality concerns.
How does your company differentiate itself from the competition?
Bootstrapped, no debt, and no partners. The relationship is pure. The only stakeholders are the agent, client, and unity management. Because of this we can pay people more, offer better benefits, and maintain healthy profit margins since we don’t have to pay “alimony”.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
Any industry that requires detail, is tedious, and repetitive. We work in almost every industry.
Please share some of the services that you offer for which clients approach you the most for?
Healthcare BPO, Tech support for Saas, Accounting A/R and bookkeeping, e-commerce support.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
5 star. We enable our agents to have direct client communication so we remove management out of the way in order to make service delivery as efficient as possible.
What kind of support system do you offer to your clients for catering to their queries and issues?
A fully transparent escalation route and management support. From assistant managers, team leads, and directors, to VP and CEO- we will offer a very comprehensive path to ensure control and quality.
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
Yes. We must have 2 full-time employees – but no contract length.
What is the price range (min and max) of the projects that you catered to in 2021?
Where do you see your company in the next 10 years?
That’s a long time – but we believe we are positioned to be one of the most sought-after BPOs to work for in the Philippines.
