In their entry 'Partnership & Co-Sourcing', which the jury found to be the best, Unamic/HCN examined the option of co-sourcing as a sourcing strategy. Co-Sourcing is an intimate form of collaboration whereby the outsource partner installs its people and means at the location of the contractor and carries out the contact center operations there. The co-sourcing collaboration with Samsung Electronics, which the jury described as 'open' and 'transparent', is an example of 'perfect' partnership in the field of client contact strategy. This is the second time in four years that Unamic/HCN has won the NCCA Partnership Award.
The Partnership Award was accepted by Hans Reuver, commercial director of Unamic/HCN, and Denn Haayen, Customer Contacts and Relations Manager at Samsung Electronics Benelux.
After the award was presented, Denny Haayen said: 'As far as Samsung is concerned, Unamic/HCN is the only contact center organization that is capable of implementing this kind of collaboration together with its clients. By being completely open with each other concerning the interests of our organizations, we are collaborating in a very amicable and flexible way to achieve a high level of quality.'
Hans Reuver said, 'It feels fantastic to be able to accept this NCCA Award together with our client. In our opinion, winning the Partnership Award is the ultimate compliment for a facilities contact center.'
About Unamic/HCN
Unamic/HCN is one of the Benelux region's biggest players in the field of outsourcing client processes, both in B-to-C and B-to-B environments. Not only does the organization have its own contact centers in the Netherlands, Belgium, Turkey and Surinam but it also carries out in-house contact center operations for clients using co-sourcing constructions. In addition to client processes that focus on inbound services such as customer service, after sales and technical support, Unamic/HCN also performs outbound activities aimed at retention, upselling and cross-selling. Furthermore, Unamic/HCN has a specialized Business Unit that focuses on outsourcing 'transaction-focused' client contact, such as invoicing and credit management, as well as a Business Unit that deals with interim management, training/coaching and consultancy activities in the field of client contact and client processes. For more information, please go to http://www.unamic.com/en.
About SAMSUNG Electronics
Under the slogan 'The future is not to be predicted, but to be created' SAMSUNG Electronics has developed into the market leader in many areas, varying from monitors and TVs to mobile phones and memory chips. SAMSUNG is one of the fastest growing brands in the world. 164,600 people work with the company in 179 establishments in 61 countries. In 2008 SAMSUNG Electronics had a turnover of US$96 billion. SAMSUNG Electronics Benelux has a turnover of more than €1 billion, one of the few '1 billion euro companies' in Benelux. With five design centers across the world, SAMSUNG shows that consumer electronics is about more than technology. SAMSUNG lets itself be inspired by the lifestyles of consumers. For more information about SAMSUNG Electronics Benelux visit www.samsung.com/nl.
