Call Center Outsourcing Quality

Call Center Outsourcing Quality

Since beginning operations in 2007, our focus on call center outsourcing quality and value have proven to be a successful business model. It is what our clients expect and demand from a business partner.

Call center outsourcing quality requires understanding that people conduct business with people that they trust and respect. That´s why we have a team of proven professionals who know how to understand and meet your expectations of service and satisfaction levels. This results in creating a relationship where we treat your customers as you would expect to be treated.

Our Call Center Quality

Call Center Quality Culture
Nexus Teleservices outsourcing quality culture assures that your customers expectations for service and support are exceeded daily.
Call Center Personnel Selection
It all starts with the people. This makes all the difference in the quality you expect from your call-center outsourcing partner. That is why Nexus Teleservices outsourcing personnel selection working on your account deliver the results that you and your customers expect.
Call Center Personnel Training
Training is a continuous process, together with personnel evaluation and performance feedback. That is why Nexus Teleservices has professionals who are responsible for the personnel training process to ensure that the staff working on your account deliver the results that you expect.

Outbound Services

  • Telemarketing
  • Surveys
  • Sales Lead Generation
  • Appointment Scheduling
  • Up Sell/Cross Sales
  • Product Promotion
  • Event Management
  • Database Generation

INBOUND SERVICES

  • Consumer Response
  • Customer Service
  • Dealer Location
  • Direct TV Response
  • Website Response
  • Sales Leads
  • Order Processing
  • Toll-Free Response
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Personnel

People are the cornerstone of our business. Attracting and retaining highly motivated personnel is a critical success factor. Our personnel are equipped with the best tools to make them successful in their job. They are educated and trained on an ongoing basis on all the key aspects of their job. We link pay to performance. We allow and encourage employees to rotate between different client programs, and we encourage them to grow in the organization by taking on more responsibilities. This results in higher customer satisfaction and lower cost for our clients. Our hiring criteria is selective (95% are bilingual, 85% have lived in the US), because we know that the best people deliver the best results.

Training

Our service representatives undergo an initial month of training. They receive periodic evaluations by the Supervisory, Training and Qualilty Assurance personnel. All service representatives are subject to random, online monitoring. All customer calls are recorded, reviewed and archived. Data files are proofed by QA and IT groups prior to client delivery. All Operational groups are available to adjust processes in real-time.

Process

Contact Us

Our business development staff will take the time to understand your business requirements and goals in order to personalize our call-center services.

Service Agreement

We will then send you a written service proposal outlining recommended services and fees. Once you are fully satisfied (we expect changes), we assign resources.

Project Preparation

A Project Manager is assigned who acts as the ‘point person’ that fully understands and is responsible for your project’s success. He/she will be responsible for communication and coordination of resources to reach your targeted start date. The technology is set up and tested, specific account information and customized scripts are developed, and the service representatives are interviewed, selected, and trained.

Start Date

Once you are completely satisfied with your project details, service representatives and mock test calls, your project goes live.

On-Line/Monitor Results

Your Project Manager will monitor your project daily to ensure that we are constantly meeting your expectations. You will receive daily project production reports and voice recordings for review. You may also review “live” customer calls remotely and in real-time. We analyze and make changes to your project whenever we and you feel necessary.  We recognize that your business needs are always changing and that we should always be improving.