Contact Center & BPO · Santiago, Dominican Republic
Your customer service team,without building it from scratch.
Since 2004, UNO has operated as a direct extension of our clients' teams. More than 800 professionals, three languages, and the operational discipline your brand needs, without you having to recruit, train, or manage staff.
- 20+
- Years in business
- 800+
- Professionals
- 760+
- Workstations
- 12.5 yrs
- Average client tenure
The Dominican Republic's leading call center and BPO provider.
Founded in January 2004, UNO has grown steadily to become the country's leading contact center services provider and a key player across the CALA region. Today we operate more than 760 workstations with more than 800 employees.
Our agents bring a deep cultural understanding, both local and international, which translates into an exceptional ability to communicate clearly, even for the most complex products, services, and processes. We currently provide support in Spanish, English, and French.
Our mission is to be the perfect extension of our clients' teams, delivering superior service experiences through bilingual talent, operational rigor, and a culture built on excellence.
While UNO is a fully independent company, our roots trace back to our parent company, D'Clase Corporation, which gives us an institutional strength few competitors can match.
Part of D'Clase Corporation
Institutional backing, community roots.
Founded in 1986 and led by José Clase, D'Clase Corporation is a diversified group with a presence in financial services, telecommunications, transportation, healthcare, manufacturing, hospitality, and media.
Its social work has directly benefited thousands of people, contributing to the social fabric of Santiago de los Caballeros through partnerships with local and international organizations that promote sustainable development and education.
- 1986
- Founded
- 23
- Companies
- 17,000+
- Employees
50K+
Education hub
Home to universities such as PUCMM and UTESA, with a steady flow of qualified graduates.
1.2M
Metro population
The country's second-largest city, with a young, educated workforce experienced in BPO.
Lower congestion
Shorter commutes than in Santo Domingo: better punctuality, morale, and retention.
Cibao Airport
Direct flights to major U.S. cities for client visits and operational oversight.
Measurable results, not promises.
Every metric you see below comes from our active operations and is audited continuously.
- 105%
- Quality compliance
- 95%
- First contact resolution
- 4–7
- Average CSAT
- 2M+
- Interactions handled
- 12.5 yrs
- Client tenure
- 4.78%
- 30-day early attrition
How we operate
Every element designed to protect quality.
Quality management
Rigorous monitoring with client calibrations and audits by trainers and team leads: quality doesn't live in a single department.
Workforce management (WFM)
A dedicated team with in-house automation capabilities. Staffing scales up or down with demand, without compromising SLAs.
Employee development
Transparent recruitment, role-based onboarding, continuous coaching, and career development programs that reduce attrition.
Escalation framework
Structured routing to specialized teams: fast resolution and consistent quality on every interaction.
Root cause analysis
A disciplined process that identifies where problems start, keeps them from recurring, and drives continuous improvement.
Custom integrations
Solutions aligned with your CRM and workflows, with AI tools for real-time assistance, sentiment analysis, and reporting.
Our services
Comprehensive call center and BPO solutions.
Every program starts the same way: we learn your product, your tone, and your customers before we handle the first interaction.
Customer service
Inbound teams for inquiries, accounts, billing, and issue resolution across all your channels. Bilingual by default, trained on your product and your tone.
Appointment scheduling
Scheduling, confirmations, reminders, and rescheduling designed to reduce no-shows and keep the calendar full without adding front-desk staff.
Technical support
Tiered troubleshooting from first contact through resolution, with clear escalation paths and documentation that keeps problems from recurring.
Chat and email support
Asynchronous support with the response times and quality standards of a live channel. Consistent answers, tracked resolution, no dropped threads.
Back office
Data entry, order processing, claims, and verification: the administrative work behind the customer experience, executed with precision.
Sales and lead generation
Outbound prospecting, qualification, and pipeline development. Agents who understand your offer and deliver leads your sales team can actually work.
Beyond the call
Automation and live agents, not a fixed package.
Human escalation, always available
AI agents
We automate routine, high-volume interactions while live agents focus on the conversations that call for human judgment.
Automated voice and chat support
Instantly resolves what can be resolved and routes the rest to a live agent, without the customer having to repeat their issue.
Custom software development
Integrations, dashboards, and internal tools that connect our systems with yours, so information flows without manual data entry.
Advanced analytics
Real-time dashboards, sentiment analysis, and reporting that show where volume comes from and where customers get stuck.
Compliance and security
Your data, protected by design and verified by audit.
Three of the industry's most demanding certifications, validated by independent external auditors.
PCI DSS Level 1
Version 4.0 · Payment security
The highest level of the security standard created by Visa, Mastercard, American Express, Discover, and JCB to protect cardholder data. It requires strict access controls, encryption, and an annual on-site audit by an accredited external assessor.
We were the first, and remain one of the few, companies in the Dominican Republic with this certification, audited and recertified annually since 2011.
HIPAA compliance
Health data privacy
HIPAA is the U.S. federal law that governs how protected health information (PHI) is accessed, used, and shared. Any organization that handles PHI on behalf of a healthcare client is required to protect it to the same standard as the healthcare provider.
Our healthcare operations maintain strict confidentiality protocols, with specialized training and secure procedures for handling medical information.
ISO 27001
Information security management
The international standard for managing the security of all of an organization's sensitive information. It requires building a complete Information Security Management System (ISMS), verified by an accredited external auditor.
It covers people, processes, and technology: from staff screening and training to access controls and continuous incident monitoring.
Pricing
A model that fits your needs.
Every engagement starts with an assessment of your interaction types, volumes, and complexity, so we can recommend the right mix of automation and live agents rather than sell you a package.
Model 01
Live agents
All-inclusive rate
Bilingual agents under a single operating standard. Recruiting, training, quality assurance, and reporting are built into the rate, not billed separately. The rate scales with skill level, coverage hours, and volume.
Model 02
AI automation
Per resolved interaction
Voice and chat automation deployed with controlled testing and ongoing operational oversight. Priced per resolved interaction, not per seat, which gives it a lower cost floor than staffing a team.
Model 03 · Most common
Hybrid model
Blended rate, based on volume
Automation handles the repetitive, high-volume interactions; live agents handle the exceptions. The mix is set after assessing your workflows, not assumed in advance.
No setup fees
Nothing to pay before your program starts
Billed monthly
One predictable invoice cycle
Only hours worked
No charges for supervision, WFM, or quality assurance
Test period, no penalty. Every engagement starts with a test period and no penalty for canceling. We'd rather you see for yourself, early on, than be locked into something that isn't working for you. We also scale quickly for peak seasons and promotional campaigns.
Contact
Let's talk about your operation.
Tell us what you need, and a member of our sales team will contact you to schedule an initial assessment.