Unamic/HCN applies three core values which its employees observe in performing their daily activities.
Empathetic
In their behaviour towards co-workers and our clients’ customers, Unamic/HCN employees are aware of others’ feelings, and give one another the space to be themselves.
Enterprising
At Unamic/HCN, there is always room for taking initiative if this is in the company and the client’s best interests. Giving advice and receiving feedback from others is a priority here. Taking on challenges and responding pro-actively to market changes take top priority at Unamic/HCN.
Responsibility
Being accountable for your own actions, discussing problems, and putting yourself in someone else’s place when it comes to behaviour, needs and motives is how Unamic/HCN defines responsibility.
In order to support these three core values, Unamic/HCN also identifies four success factors:
Customer-oriented
At Unamic/HCN, the customer is king. This is why we empathise with and are sincerely concerned about our clients. Our focus is to exceed expectations. After all, our goal is very satisfied customers.
Customers represent a double concept at Unamic/HCN. Not only are our clients valuable to us, but as is inherent to our industry, our clients' customers are also the heart of our focus. Unamic/HCN employees constantly keep a keen eye on the satisfaction of our clients and their customers.
Quality-oriented
We view quality as something that can set a company apart. We are professional, and believe that things can always be done better. We are committed to continuously improving our services.
Unamic/HCN aims to be a trendsetter, and this is why quality is a key word in our organisation. Our employees work hard every day to dot all the ‘i’s’, and remain alert to signals which tell them how they can improve the quality of our service.
Unamic/HCN applies the COPC control method and the Six Sigma principles in its operations, and is ISO-certified. Unamic/HCN is also affiliated with the WGCC, an employers’ association, advocate and quality standard for the facilities contact center companies in the Netherlands, and with the VCN, the Netherlands Contact Center Association.
See also: http://www.wgcc.nl/ and http://www.verenigingcontactcenters.nl/.
People-oriented
A happy employee makes a world of difference. We are clear in our expectations of one another. We believe in working in teams. We show respect for one another’s time and qualities, and speak to one another in a friendly tone.
Contact between individuals is what it’s all about in the contact center industry. Our employees are able to demonstrate empathy in their treatment of co-workers and clients.
The Unamic/HCN organisation is set up according to the Client Team Structure. This results in the creation of several small ‘companies’ within the organisation in which employees are charged with a great deal of responsibility to ensure a project succeeds, which contributes to raising the sense of purpose employees receive from their work.
Results-oriented
Unamic/HCN employees focus on results, and are accustomed to working with clear KPIs. We are enterprising and feel responsible for achieving the goals.
Our employees concentrate on achieving results. Good results for our clients, and thus for our own organisation. Unamic/HCN is accustomed to working with clear-cut KPIs in order to derive the maximum return from each and every customer contact.
