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Friday, 26 February 2010 09:15 |
Unamic/HCN, the leading facility specialist in outsourcing for customer contact operations in the Netherlands, is going to expand its activities on the Belgian market considerably. The company inaugurated its first Belgian facility contact centre last night in the presence of the first alderman of Zaventem, Mrs Holemans. Unamic/HCN will employ some 200 people there, including about 170 contact centre staff.
Unamic/HCN has got off to a solid start in Belgium, where it has carried out customer contact activities for more than one year at the locations of two clients: an international consumer electronics corporation and a major energy supplier. In the last quarter of the previous year, two more clients entrusted their customer contact activities to Unamic/HCN, and as a result, the company now employs a staff of 170. This further growth led to the company's decision to open its first branch in Zaventem.
Unamic/HCN in Belgium is headed by Ivan Van den Bosch and Geert-Jan Vintges. Both managers have more than ten years of experience in the contact centre sector. For Ivan Van den Bosch, Zaventem was a logical choice: "Our contact centre is situated in the middle of the Leuven-Brussels axis, where demand for qualified personnel can be readily met for Dutch, French and English speakers. Furthermore, this branch offers us the necessary flexibility to carry out activities for new customers rapidly."
In Zaventem, Unamic/HCN has been carrying out customer contacts for TV Vlaanderen and TeleSat since November, and plans to start Dutch- and English-speaking customer contacts for the Brussels-based company Numericable. A total of 102 contact centre seats have been installed at the premises on the Leuvensesteenweg in Nossegem, where some 170 contact centre staff can be deployed. "Our ambition does not stop there, either" Geert-Jan Vintges explains. "Our aim is to rank among the top three facility contact centres in Belgium within three years. And we want to attain this position independently by offering quality based on our core values: reliable, together and transparent."
Unamic/HCN has 11 branches in the Benelux, 3 offshore branches in Suriname and Turkey, and is carrying out in-house activities at five locations for clients. The company, which employs 2,700 people, generated a turnover of €58 million in 2009.
For photo material : http://www.newsengine.be/documents/unamic.xml |
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Tuesday, 02 February 2010 09:43 |
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Unamic/HCN's collaboration with wehkamp.nl in the field of outsourcing customer contacts was extended in January 2010.
The collaboration between the two parties has existed since the start of 2006. Since that time, various change projects have been initiated and implemented, all of which have further optimized personalized customer service, the promotion of online contact and a reduction in costs.
Simon Verzijl, director of Unamic/HCN: "The wonderful thing about the collaboration between Unamic/HCN and wehkamp.nl is that the parties have managed to successfully create a partnership which is based on trust and results, and which serves the interests of both organizations in the field of Total Cost of Ownership (TCO). Unamic/HCN and wehkamp.nl have the shared goal of providing customer service in such a way that is as personal, efficient and effective as possible."
Since 2006, Unamic/HCN has dealt with various service contacts on behalf of wehkamp.nl, mainly customers' questions about products, purchases and deliveries. These customer contacts are carried out by contact centers in Zwolle, Amersfoort and other locations. |
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Friday, 29 January 2010 09:55 |
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Jobseekers can now register on the website www.werkenbijunamic.nl and apply for vacant jobs using their LinkedIn profiles. OTYS Recruiting Technology, a supplier of recruitment and selection software, was the first to develop an API link for LinkedIn which allows the selection software to extract candidates' details from their LinkedIn profiles. As the first OTYS user, Unamic/HCN will also be the first to use this 'CV link' on a worldwide leading social media platform.
LinkedIn, which is the fastest growing business network (one new user every second), benefits jobseekers in a number of ways. René Nijman, Manager Planning, Recruitment & Employer Marketing for Unamic/HCN says that "LinkedIn is a very interesting platform, especially when it comes to finding the more highly educated candidates. LinkedIn is one way jobseekers can draw attention to their career. As they can now use their LinkedIn profiles to respond to our vacancies, we will be making it easier for candidates to pass on their details to us, which in turn helps us to match our vacancies more precisely with their profiles."
The website www.werkenbijunamic.nl has a registration and job application form the detail fields of which can be automatically filled in using candidates' CVs. This means that candidates do not have to take any further action. In addition to their usual CVs, candidates can now use their LinkedIn CVs for the same purpose. Unamic/HCN views the LinkedIn link as yet another step forward in the use of innovative web technology. |
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Tuesday, 05 January 2010 09:00 |
From 1 December 2009 the collaboration between Vodafone and Unamic/HCN for the execution of customer processes has been expanded. Unamic/HCN now also undertakes activities for Vodafone in Maastricht where it has established a new contact centre. Approximately 75 FTE have transferred from Vodafone to Unamic/HCN.
Since 2007 Unamic/HCN has managed part of the inbound and outbound sales activities for Vodafone's mobile telephony and internet business from its contact centre in Tilburg. Selling new subscriptions is a typical activity, as are the extension of existing subscriptions and retention campaigns for both consumers and the business market. Unamic/HCN has performed well over the past two years and for this reason Vodafone is expanding the collaboration to Maastricht.
The partnership offers a broader range of career possibilities for the employees in Maastricht. Robèrt van Diem, Director of Operations for Unamic/HCN: "From Maastricht, Unamic/HCN also has the potential to execute projects for other customers, giving our employees new opportunities."
About Vodafone
Vodafone is the world's leading international mobile communications group with approximately 323 million proportionate customers as at 30 September 2009. Vodafone currently has equity interests in 31 countries across five continents and around 40 partner networks worldwide. For more information, please visit www.vodafone.com.
For more information please contact:
The Corporate Affairs Department of Vodafone Netherlands
Telephone +31(0)43 3555 222
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About Unamic/HCN
Unamic/HCN is active in the area of Business Process Outsourcing of client processes. With several branches in the Benelux and offshore branches in Suriname and Turkey, Unamic/HCN is the largest independent client process service provider in the Dutch market and market leader in the domain of co-sourcing and offshore client contact. In response to customers' operational and strategic goals, Unamic/HCN offers a range of flexible services in the area of client processes. These services include customer service, technical helpdesk, sales, billing and credit management. It is also possible to place consultants or trainers from Unamic/HCN in your own organization to manage processes, to improve them or to train your own people. For more information, please visit www.unamic.com.
For more information and/or interviews please contact:
Mr. Ariën Westmaas, Marketing & Communications Manager
Telephone: +31-(0)36 545 91 47
Mobile: +31-(0)6 547 362 87
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Friday, 27 November 2009 10:17 |
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Unamic/HCN has Best Supervisor for third year in row
For the third consecutive year the title 'Supervisor of the Year' has been  awarded to a team leader at Unamic/HCN, facility service provider in the field of customer processes.
On Thursday evening November 26, Susan Zaagstra, team leader at Unamic/HCN's contact center in Haarlem, was acclaimed best supervisor among eleven nominees in the category 'facility services'.
The title 'Supervisor of the Year' is granted each year by a professional jury to contact center supervisors from two categories: Inhouse and Facility Services. This year the jury was composed of Jac Vermeer of SNT (president), Gerda Verkerk of Oxxio and Anja Hulsenboom of Philipse Business School. The supervisor's function is to lead and manage a team of co-workers involved in structural and systematic customer contact in a contact center environment.
Susan Zaagstra was surprised but obviously very pleased with the distinction: "I am truly honored with this title and proud that our client Trans Link Systems was present at the prize-giving ceremony." Four years ago I took the first call for the Public Transport chip card project. Last September I personally took the 250,000th! Things like that do create a bond."
Simon Verzijl, director at Unamic/HCN is just as enthusiastic: "I am proud of Susan. And it is absolutely fantastic to see this title being awarded to someone from your own organization three times in a row. Our winning the Golden FD Gazelle Award earlier this week says a lot about the successful growth of our company in general, but this particular title rewards the quality of our people and the services they perform for our clients."
About Unamic/HCN
Unamic/HCN is one of the largest players in Benelux in the field of outsourcing and customer processes: in both B to C as well as B to B environments. The organization controls private contact centers in Belgium, Holland, Turkey and Suriname and also guides a number of clients in building an in-house contact center through co-sourcing collaboration. Aside from customer processes directed towards inbound services - such as customer service and technical helpdesk - outbound activities such as retention, upselling and cross-selling are also carried out. Unamic/HCN also has a specialized Business Unit, which focuses on outsourcing 'transaction-oriented' customer contact such as billing and credit management and a Business Unit focused on interim management, training/coaching and consultancy in the area of customer contact and customer processes. See more at www.unamic.com.
Press Contact:
Mr. Ariën Westmaas - Marketing & Communications Manager Unamic/HCN
Tel: +31 (0)36 545 91 47 / +31 (0)6 547 362 87
E-mail:
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Wednesday, 25 November 2009 08:52 |
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For the second year running Unamic/HCN, facility service provider in the field of customer processes, has won a Golden FD Gazellen Award. Unamic/HCN was the highest achieving company in the "mid-size" turnover class in the Flevoland province. Although the headquarters of Unamic/HCN is in Almere, the organization controls a large number of private contact centers in Benelux, and offshore in Suriname and Turkey. Beyond that the organization manages the operational activity of in-house contact centers on location for a number of customers.
Micha Willemse and Jeroen ten Haave, founders of Unamic/HCN, accepted the award during a ceremony at the Hotel Figi in Zeist on Tuesday, November 24. "To be awarded this prize for the second time is the greatest possible appreciation for all our people who take care of optimum communication with our clients' customers every day," says Willemse. Ten Haave adds: "Despite and maybe also thanks to the current economic situation, many new clients have outsourced their customer contact services to Unamic/HCN this year. And that offers good prospects for 2010."
The Dutch market for outsourced customer processes such as customer service, technical helpdesk, billing and back office has evolved strongly over the latest years. Private companies as well as the authorities put customer-oriented enterprise high on the agenda, and a growing number of organizations have been calling on specialized partners to take care of the contact with customers or civilians. The underlying reasons for this are, amongst other things, to solve problems with respect to under- and overcapacity, to realize savings and more flexible costs, and to access state-of-the-art communication technologies.
About FD Gazellen Awards
The FD Gazellen Awards are an initiative of the Financieel Dagblad and Graydon and are awarded to companies that demonstrate a substantial turnover growth over three consecutive years. The main criterion is a growth in turnover of at least 20% in a three-year period. The growth in turnover should be continuous during this three-year period and in the first year the turnover must be a minimum of €100,000. The last year should show a positive net result. This year, the turnover for the years 2006, 2007 and 2008 was assessed. See more at www.fd.nl/fdgazellen.
About Unamic/HCN
Unamic/HCN is one of the largest players in Benelux in the field of outsourcing customer processes: in both B to C as well as B to B environments. The organization controls private contact centers in Belgium, Holland, Turkey and Surinam and also m a number of clients in building an in-house contact center through co-sourcing collaboration. Aside from customer processes directed towards inbound services - such as customer service and technical helpdesk - outbound activities such as retention, upselling and cross-selling are also carried out. Unamic/HCN also has a specialized Business Unit, which focuses on outsourcing 'transaction-oriented' customer contact such as billing and credit management and a Business Unit focused on interim management, training/coaching and consultancy in the area of customer contact and customer processes. See more at www.unamic.com
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Monday, 02 November 2009 08:46 |
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Speurders.nl. - subsidiary of the Telegraaf Media Group - has contracted out its customer service to the facility contact center organization Unamic/HCN. The main activity of the customer service of the successful online advertising company is to check contributed advertisements for legal prohibitions, offensive and duplicated advertisements. On average a million advertisements a month are posted on the website. Each day a number of these are filtered on the basis of 'questionable words' and manually assessed for correctness.
Speurders.nl has outsourced its customer service to Unamic/HCN in order to improve the flexibility and quality of service and more effectively to manage the submitted advertisements. In addition Speurders.nl strives for an integral reduction of the costs of customer processes within the organization. Speurders.nl and Unamic/HCN have therefore chosen to farm out the entire project to Unamic/HCN's contact center in Suriname. Aside from lower costs there is a time difference with Holland with the added advantage that the 'service window' is strongly broadened so that advertisements that are filed at the end of the Dutch working day or working week are checked on the same day. Leon Kramer, Business Unit Manager of Speurders.nl: "Our offer grows tremendously, meanwhile we have over two million advertisements on the site. By organizing our service desk in this way we bring the quality of the site to a higher level and we are able to meet the requirements of our users".
About Speurders.nl
Speurders.nl is the largest free internet shopping street for second hand items as well as new products and services. Around a million advertisements are published on the website each month. That comes to around 35,000 advertisements per day. Each month the website welcomes 2.5 million unique visitors. Speurders.nl is a subsidiary of the Telegraaf Media Group.
About Unamic/HCN
Unamic/HCN is one of the largest players in Benelux in the domain of outsourcing and customer processes: in both B to C as well as B to B environments. The organization controls private contact centers in Belgium, Holland, Turkey and Suriname and also guides a number of clients in building an in-house contact center through co-sourcing collaboration. Aside from customer processes directed towards inbound services - such as customer service and technical helpdesk - outbound activities such as retention, upselling and cross-selling are also carried out. Unamic/HCN also has a specialized Business Unit, which focuses on outsourcing 'transaction-oriented' customer contact such as billing and credit management and a Business Unit focused on interim management, training/coaching and consultancy in the area of customer contact and customer processes. See more at www.unamic.com |
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Tuesday, 27 October 2009 12:47 |
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Unamic/HCN, facility service provider in the domain of customer processes, has been nominated for a FD Gazellen Award for the second year running. Last year the contact center organization won the Golden FD Gazelle. With a growth in turnover of 206% during 2005-2007 Unamic/HCN was the highest achieving company in the "mid-size" turnover class in the Flevoland province.
Although the headquarters of Unamic/HCN is in Almere, the Netherlands, the organization controls a large number of private contact centers in Benelux, and offshore in Suriname and Turkey. Beyond that the organization manages the operational activity of in-house contact centers on location for a number of customers.
The FD Gazellen Awards are an initiative of the Financieel Dagblad and Graydon and are awarded to companies that demonstrate a substantial turnover growth over three consecutive years. The main criterion is a growth in turnover of at least 20% in a three-year period. The growth in turnover should be continuous during this three-year period and in the first year the turnover must be a minimum of €100,000. The last year should show a positive net result. The turnover for the years 2006, 2007 and 2008 will be assessed this year.
About Unamic/HCN
Unamic/HCN is one of the largest players in Benelux in the domain of outsourcing and customer processes: in both B to C as well as B to B environments. The organization controls private contact centers in Belgium, Holland, Turkey and Suriname and also guides a number of clients in building an in-house contact center through co-sourcing collaboration. Aside from customer processes directed towards inbound services - such as customer service and technical helpdesk - outbound activities such as retention, upselling and cross-selling are also carried out. Unamic/HCN also has a specialized Business Unit, which focuses on outsourcing 'transaction-oriented' customer contact such as billing and credit management and a Business Unit focused on interim management, training/coaching and consultancy in the area of customer contact and customer processes. See more at www.unamic.com. |
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Monday, 26 October 2009 12:53 |
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The Dutch market leader in the area of offshore customer contact, Unamic/HCN, sees an increase of 25% in customer contact activities contracted out to Suriname and Turkey by Dutch companies in 2009. Having customer contacts handled offshore appears to be an attractive way to reduce costs substantially, while still maintaining the quality required by clients. Thus, this trend follows the tendency to outsource to offshore locations that has for years been widely accepted in the domain of ICT services. Countries like Surinam and Turkey are popular as offshore destinations for customer contact activities because of the broad availability of trained people whose mother tongue is Dutch. This growth trend is influenced by the current economic circumstances but also by the generally improved image of the quality of customer service in the low wage countries. The typical customer contact activities carried out in offshore locations are customer service, technical helpdesk and back office processes. In order to anticipate the strong increase of offshore contracts, the workforce of Unamic/HCN in Surinam is currently being expanded from 300 to 400 and the company commissioned the building of a new and bigger contact center in Paramaribo earlier this year.
About Unamic/HCN
Unamic/HCN is one of the largest players in Benelux in the domain of outsourcing and customer processes: in both B to C as well as B to B environments. The organization controls private contact centers in Belgium, Holland, Turkey and Surinam and also guides a number of clients in building an in-house contact center through co-sourcing collaboration. Aside from customer processes directed towards inbound services - such as customer service and technical helpdesk - outbound activities such as retention, upselling and cross-selling are also carried out. Unamic/HCN also has a specialized Business Unit, which focuses on outsourcing 'transaction-oriented' customer contact such as billing and credit management and a Business Unit focused on interim management, training/coaching and consultancy in the area of customer contact and customer processes. See more at www.unamic.com. |
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Wednesday, 21 October 2009 16:14 |
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The facility services of Unamic/HCN offer high quality customer service, as the national hallmark for call centers - the ITO certificate - awarded to Brabant Water attests. The customer service department of Brabant Water receives around 300,000 telephone calls and 70,000 e-mails per year, which for the greater part are handled by the Unamic/HCN's contact center in Tilburg.
Flexibility through collaboration with Unamic/HCN
The drinking-water company in Brabant puts great emphasis on the quality of the organization's front office handling of customer contact. Through collaboration with the facility services provider Unamic/HCN, Brabant Water has access to knowledge and expertise about the organization and execution of customer processes. This collaboration also takes care of the capacity and flexibility needed in a call center regarding the peaks and troughs of incoming telephone calls and e-mails spread over the year. Hans Reuver, commercial director Unamic/HCN: "To be accessible is a prerequisite; but to be so in a customer-oriented and customer-friendly way, from the perspective of the consumer, is a great compliment to all colleagues."
Criteria
The assessment committee of the ITO (Institute for Telecom Organization) established on the basis of an audit, mystery calls and mystery mails that Brabant Water's customer service works at just as high a standard as in previous years. The committee observed the quantity as well as the quality of the telephonic and digital responses.
About ITO
ITO stands for Institute for Telecom Organization. ITO is an independent foundation devoted to raising the quality of customer service in Holland-based organizations via telephone and internet. The ITO certificate is an objective hallmark and it is recommended by a large number of government and consumer organizations.
About Unamic/HCN
Unamic/HCN is one of the largest players in Benelux in the domain of outsourcing and customer processes: in both B to C as well as B to B environments. The organization controls private contact centers in Belgium, Holland, Turkey and Suriname and also guides a number of clients in operating an in-house contact center through co-sourcing collaboration. Aside from customer processes directed towards inbound services - such as customer service and technical helpdesk - outbound activities such as retention, upselling and cross-selling are also carried out. Unamic/HCN also has a specialized Business Unit, which focuses on outsourcing 'transaction-oriented' customer contact such as billing and credit management and a Business Unit focused on interim management, training/coaching and consultancy in the area of customer contact and customer processes. See more at www.unamic.com. |
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