Company
We are pioneers and leaders in the Caribbean Nearshore with over 26 years of experience in the industry. Our Omnichannel Contact Center was one of the first of its kind in the region, at a time when outsourcing was still a novel concept in business strategy. As first-movers in the region, we possess a wealth of industry insights, and our strategies and management philosophies are tried, tested and true.
Nearshore and native English-speaking are only part of the picture. Trinidad, where every DirecOne operation is based, has no recorded direct hit from a hurricane of Category 2 or higher. The only Category 3 storm in Trinidad and Tobago’s history, Hurricane Flora in 1963, made landfall on Tobago; Trinidad’s own worst recorded direct hit, in 1933, was a Category 1. Operating continuity is not a marketing claim here — it is the island’s track record.
Trinidad’s advantage runs under the water, too. The island is a landing point for multiple independent international submarine cable systems — a depth of connectivity ONLYa handful of nearshore destinations can claim at all, and one that feeds DirecOne’s own group-owned telecoms infrastructure directly.
Since our inception, we have grown our capabilities to design, develop and implement innovative and solid solutions to a myriad of international firms. Our clients have included Fortune 500 companies, regional entities and numerous locally based and indigenous firms, across an expansive portfolio of outsourced services including customer contact, fulfillment and marketing services, inbound and outbound e-commerce, telemarketing, customer service, helpdesk, data collection/reporting and CRM solutions.
Our Four Pillars
The concept of Customer Experience (CX) is the perception and feelings customers take away from every interaction with your brand — and it's foundational to how DirecOne operates, with an acute focus from our Chairman and CEO through to every employee on the floor. We treat CX as a journey, not a destination, constantly reviewed as we find new ways to improve it. Dedicated Customer Experience Consultants and Experts champion the discipline throughout the organization, working alongside Quality Assurance and Operations to build memorable touchpoints — what we call an "emotional signature" — while continuously measuring customer sentiment and working to resolve issues the first time a customer reaches out.
Mission and Vision
Our Mission
To be the nearshore Customer Interaction Centre destination of choice throughout the Americas.
Our Vision
To avail ourselves of the best management and expertise available in the industry, which will deliver the most efficient and effective campaigns that support your business strategy and provide the most profitable return on your investments by capturing the available market opportunities;
Read the full vision
by providing superior Customer Experience that gives our clients quality assurance, dependability, flexibility and control; with the highest degree of professionalism dedicated to achieving the highest standards of performance; aimed at solving problems by accepting responsibility and working together with our clients to identify the solutions; which are enabled and powered by relevant and cutting-edge technologies.