Quality Assurance

Nexus Teleservices understands that people conduct business with people that they like, respect and trust. That´s why we have a team of proven professionals who know the importance of consistent, high quality, delivery of outsourcing services to ensure that the personnel working on your account deliver the results that you expect. This results in creating a relationship that strengthens the customer brand loyalty.

Every Client Is Important

To ensure high quality to our clients, we focus on a broad spectrum of factors that will affect our delivery of outsourcing services. Since we are the “people business”, we start with the recruitment, training and review of our service personnel. We provide them with the tools and technology to be successful. For our clients we strive to have close communication and transparency, before and during the course of the business relationship. Your expectations should be our expectations when we are dealing with your customers, regardless of the means of contact (via telephone, email or chat).

Every Client and Customer Is Different

Your company and business requirements are different from all other companies. So too are your customers. We understand this. Our project management staff has extensive experience working with companies and their outsourcing needs. We have seen it all. We have a well established process to bring a new client onboard. We wish to understand what your company expectations are for the outsourcing. Nexus Teleservices wants to be certain that we can meet and exceed your expectations. We attempt to anticipate the unknowns before we ever contact your customers. We are direct and transparent since we don´t like surprises or misunderstandings. We have found that the majority of our clients value this philosophy since it allows for open communication and the building of trust in the relationship.

Regarding your customers, each contact (telephone, email or chat), each sales lead, each product or service sold, each customer file scrubbed, is evaluated by our Quality Assurance group, based on a variety of factors. Each telephone contact is automatically recorded for review and auditing by QA as well as your company. Your company gets to hear how we represent your brand to your customers, at any time, with the frequency that you desire. Our service representatives receive continuous feedback to help them improve their service quality and achieve their personal career goals.

Continuous Communication and Training

We have found that our clients generally are dynamic, constantly making changes to their products, services and processes due to competitive and market forces. We understand the need to be flexible and agile in responding to these changes. All our service personnel appreciate that tomorrow is likely to be different than today, that quality is a continuous process to be improved upon, and that we must adapt to your company´s business and service needs as they evolve. Our service personnel receive updates and new information about your company´s policies, products and services both formally in a training environment, client conference calls, Internet seminars and simple sit down chats. Our QA staff meets on a daily basis with service personnel to review prior day's work activities.