Unamic/HCN

In October 2008, Unamic and HCN merged. The new combination Unamic/HCN resulted in the largest independent player in the market in the Netherlands, and a market leader in the field of offshore customer contact.

Unamic/HCN sees it as its mission to be a frontrunner when it comes to increasing the turnover and profitability in customer processes for its clients.

More and more Dutch companies are making the strategic decision to outsource their customer processes. The reasons many companies say are behind this decision include the goal of achieving higher returns by optimising the yield per customer, increasing customer satisfaction, and a higher degree of flexibility in costs. Even in its new form, Unamic/HCN will concentrate on the entire BPO process: from customer service to technical help desk, from invoicing to collection activities.

Outsourcing these activities to Dutch-speaking offshore locations is also a part of this process. Witih offices in Surinam and Turkey, Unamic/HCN occupies a market leader position in this field. There are currently approximately 550 employees working at the offshore locations, serving the Dutch market.

Unamic started in 1999 as a facilities contact center. After having been owned by the Eneco energy company for many years, Unamic became an independent facilities contact center in 2004. Unamic operates from Almere, Zwolle and Amersfoort in the Netherlands, and since February 2005, it also has an office in Paramaribo in Surinam, where Unamic set up the first offshore contact center for the Dutch market. In January 2007, Unamic started expanding its services package through the acquisition of billing and back-office services provider ANY-G in Alphen aan de Rijn.

HCN’s history dates back to 1987. Several entrepreneurs had started companies as independent businesses active in the management of customer contacts. In 1997, they took the initiative to merge, and HCN was the result.

Approximately 2800 employees work at Unamic/HCN. “In our industry, economies of scale and location distribution are vital,” Simon Verzijl, Director of Unamic/HCN says. Unamic/HCN is the only company of its kind in the Netherlands where clients can find a complete range of services, all involving customer processes. Jeroen ten Haave, Director of Unamic/HCN, adds: “This step tallies with the Buy & Build strategy that Unamic has implemented since 2006, the year in which we attracted the investment company Van den Ende & Deitmers as a shareholder.”