The most serious issue facing contact centres today is finding and then retaining operators who will successfully build a level of rapport with your customers.

The matching of the "personality of the call" to the "best" operators for your business is a core competency of Unity4.

Our approach is simple. Find a group of great people, give them the ideal working situation, and then provide our clients with the most highly skilled, happiest and most loyal and responsive workforce in the industry. This is a primary reason why Unity 4 has developed a reputation among clients as a reliable, cost effective, quality partner and why we enjoy long-term relationships with them.

Our business model maintains a team of especially skilled operators many with multilingual and/or general business experience. Our "Great People" approach is sound with our team succeeding across a range of business types even including traditionally difficult and highly regulated ethical business environs such as the medical/pharmaceutical and investment marketplaces. The long term service partnerships with our clients are testament to the truth that our "ideal" work environment does indeed deliver "ideal" operators for your needs.

An average Unity4 telephone operator is aged 35 years plus and brings a considerable amount of life and work experience to the role. Many of them are degree qualified and have worked in senior roles in the corporate world prior to making a lifestyle decision and joining the Unity4 team from their home offices. Our people are those who you probably won't find looking for a traditional job and they are inherently more qualified and happier because they work on their terms, complementing their life situations, working in a manner that suits their schedules.

Whatever the specific expertise you require, we have successfully resourced our teams to meet that need in the past. Unity4 is proud to maintain a staff turnover that is the target benchmark in our industry, currently under 5% per annum. Our clients profit from long-term staff members that develop an affinity for their customer’s wants and needs.

Our team understands the importance of first, second and third (etc) impressions for your business. Many of them have experience managing their own small companies and hence recognise the long-term value that an ongoing customer will have for any business.

Which call centre has the right agents for your needs? Is it a traditional bricks-and-mortar centre in a far-flung location, or a modern approach, through which you can access talent from a nationwide pool of agents spanning millions of homes?

Our search for great people is not hindered by their geographical location. Therefore we are free to set higher standards to qualify for employment with Unity4 than is the case with our traditional competitors. Their choice is limited by the inferior candidates who would present themselves as agents for your call handling.

Compare for yourself:

Traditional Contact Centre Operators	Unity4 Home Based Agents
18-24 years old	35-55 years old
200% - 300% staff turnover PA	Less than 5% staff turnover PA
High school education	75% Tertiary Qualified
No sales experience	85% sales experience
Transient teenagers or backpackers	Work-at-home mums and retired "Sea Changers"