At DirecOne we are dedicated to the highest performance standards. Our track record of success in recruitment, assessment and training has ensured that our Contact Centers are staffed with Customer Care Specialists that can deliver the highest quality service and performance
DirecOne Management structure has grown to include an entirely local and well-trained cadre of professionals in the field of Contact Center Management. The management structure comprises approximately 15 and is concentrated in the divisions of Human Resources development and training, Information Technology, Marketing, Quality control and assurance and Administration.
Together this dedicated, professional team of leaders and professionals work closely with the client to ensure that all corporate goals are identified and implemented through two-way continuous feedback and reporting of program status.
Managing Director - The Managing Director is responsible for the overall administration and operations of the DirecOne Contact Center Group. He has accumulated over 40 years experience in the Service Industry and is a member of the board of Directors.
General Manager - Each Contact Center has its own General Manager who is responsible for the day-to-day management of the entire Contact Center operations.
Marketing and Client Services Manager – Each Contact Center employs a Marketing and Client Services Manager who works with each client to develop the right approach for you. During this process we develop enterprise wide solutions that incorporate our operations within your total business strategy.
Technical Director - All DirecOne Contact Centers fall under the overall supervision of the Technical Director. Apart from 16 years experience in the information technology industry, with specific expertise in the areas of software development and firewall engineering the Technical Director forms part of the professional Services of the Gillette Group and as such has access to the 20 years of experience in the ICT arena.
IT Manager - The IT Manager is responsible for 23 persons in the IT department. Staff skilled in various programming languages ASP, XML, JAVA, HTML, Visual Basic, C++, and SQL. If a client needs assistance in building a customized application for program support we can achieve the required result. DirecOne has on staff ten (10) programmers, with the ability to upscale using outsourced resources of the Gillette Group where there resides Software Engineers and Communications specialists to assist on any project and who already provide technical support to many of the Fortune 500 companies in the region.
Shift Managers - Total combined experience of 20 years in the Telemarketing and Customer Service Industries (Order Taking, Financial, Membership and Telecommunications respectively) The shift Mangers are responsible for all day-to-day activities on the floor of the contact Center. These persons are responsible for the file management and meeting of all goals and targets across all campaigns.
Project Managers – These persons are responsible for all day-to-day activities of your program. This position is responsible for file management and meeting all goals and targets.
Quality Assurance Manager – These persons are responsible for quality assurance activities within the organization. These include all monitoring processes, verification of sales, tape auditing and record retention.
Coaches – Are responsible for all quality assurance matters within your program. These include both monitoring and tape/digital recording auditing. Coaches are responsible for the development of agents optimization their success on the phones.
Agents - We ensure that our Agents are kept up to date on the current developments in your industry, which empowers them to be more comfortable in your arena, and ultimately allows for a seamless sell.