DirecOne - Chaguaramas
DirecOne Chaguaramas is a world-class facility providing services to major North-American markets. This has given the Group an extremely strategic opportunity to gain first-hand experience in the design, building, implementation and ongoing maintenance of large Call Centers.
DirecOne is an Inbound/Outbound Call Center group, utilizing cutting edge hardware and software technologies to ensure that programs are designed and implemented to exceed objectives and build value. With 430 seats, operating three shifts on a 24 x 7 basis. DirecOne provides the only multilingual facilities in the Caribbean region.
This business is structured to serve Business-to-Business, Business to Consumer markets and Account Management Programs in an interactive, highly responsive team environment. The target market is drawn from a wide range of industries in the Fortune 500 companies who benefit financially from the implementation of contact center services, including telecommunications companies offering long distance, cellular and Internet services; financial services companies offering credit card, mortgage, insurance services and utilities companies as well.
Call Center Management at DirecOne is based on the integration of voice and data systems for full call center automation. It combines predictive dialing and voice recognition techniques with information processing to increase efficiency and productivity of all kinds of calling campaigns.
The partnership with Accent Marketing Services out of Kansas City formed back in May 2002 obtained the first Sprint Contract for third party verification (TPV) which utilized approximately 100 dedicated seats in both English and Spanish, inbound and outbound
DirecOne – Downtown Port of Spain
The expansion into downtown Port of Spain became necessary to facilitate the influx of new contact center business that has been sourced by the group since the launch of the Sprint PCS help desk and programs at the DirecOne Chaguaramas facility. DirecOne completed the roll out of its second Contact Center in Trinidad in April of 2005.
This Center is located at the heart of the city of Port of Spain on Independence Square and is a full service inbound and outbound contact center facility with a seating capacity of 288 operating on a 24 X 7 basis.
DirecOne (Down Town) is currently running two outbound telemarketing programs for Pacific Monarch Resorts originating out of the United States. Pacific Monarch Resorts is one of the largest privately held hotel chains on the western seaboard and is a well-established developer of five-star vacation ownership resorts specializing in resort locations and recreational amenities designed for active adults and families.
This facility also services the local market and is currently engaged in several telesales programs, as well as the full spectrum o directory assistance and customer information services for (TSTT) the Telecommunications Services of Trinidad and Tobago.
DirecOne (Tobago)
May 2nd, 2005 saw the Gillette Group expanding its Contact Center business in the sister Isle of Tobago. This joint venture between the three of the Gillette ICT Groups subsidiary companies – DirecOne, Voice Works and Computers and Controls and the Tobago House of Assembly, is for the management and establishment of a fully integrated offshore call center outsourcing company located in Signal Hill, Tobago, and is another example of the development and commercialization of new technologies undertaken by the Gillette Group.
This DirecOne facility has a seating capacity of 250 operating on a 24 X 7 basis.
Through this partnership with the THA the Gillette Group has firmly fixed the milestones that the Group needs to accomplish. Our objective is simple to develop Tobago as the preferred near shore destination for outsourced information technology in the Caribbean. Our goals are:
- The creation of new employment opportunities in Tobago
- To continue to deploy new knowledge based facilities throughout Trinidad and Tobago
- To increase the reservoir of ICT technologies and infrastructure in Tobago
To increase the marketability of Tobago as a near shore/ call center destination and to establish Tobago as a key player in the Global Market