“Unhappy people are dangerous,” says British author Dame Rebecca West, and One to One Contacts PLC (OTO) firmly believes this. The Thai company understands that happy employees are key to achieving exceptional work, excellent customer service, and ultimately, delighted customers. The company places a significant emphasis on employee satisfaction, knowing that when staff are content, they perform better, which leads to better sales and customer experiences.
Founded on 7 August 2000 and listed on The Stock Exchange of Thailand in 2014, OTO provides Business Process Outsourcing (BPO) solutions. Their offerings include turnkey solutions for contact center systems, CRM software, and digital tools such as chatbots, voice bots, and speech-to-text integration. Serving industries from airlines and banking to healthcare and retail, OTO caters to 30 percent of outsourcing services in Thailand.
Tailored Solutions and Customer-Centric Approach
OTO stands out in its field with a customized service model designed to meet the unique needs of different clients. They offer flexible pricing and payment options such as trading, monthly services, or per FTE, ensuring that businesses can choose what suits their budget and objectives. Whether clients are looking to boost revenue with telemarketing services or reduce costs through outsourced management and CRM, OTO has a solution.
In addition to their focus on employee happiness, OTO ensures customer satisfaction by conducting quarterly surveys and organizing seminars for eight consecutive years to share the latest technology, innovations, and case studies with clients and partners.
Industry Recognition and Future Growth
Over the years, OTO has received numerous accolades for their excellence. In 2006, they were named Thailand’s No.1 Outsourced Contact Center by Frost & Sullivan. The company went on to win the Gold Award for Best Contact Centre in APAC in 2007 and received the Top Innovative Organization award in 2017. OTO’s most significant achievement has been winning Thailand’s Outsourced Contact Centre Service Provider of the Year from Frost & Sullivan for seven consecutive years.
Looking ahead, OTO envisions continued growth, aiming to double their profits over the next decade and to expand their team with a mix of young talent and experienced professionals. They also aim to create a balance between digital technology, robots, and human involvement in their solutions.
“OTO’s vision to lead in digital customer interaction management by delivering world-class service is driven by a commitment to both client success and employee happiness,” the company states. This balance is at the core of their business strategy, enabling them to adapt to changes and remain resilient in the face of market challenges.
