Fort Worth, TX (May 8, 2012) – NOVO 1 CEO Mary Murcott delivered two presentations at the International Customer Management Institute “ICMI ACCE Conference & Expo” in Seattle, WA this week. The presentations focused on leading multigenerational teams and enhancing first contact resolution.

Insiders’ Secrets to Leading Multi-Generational Teams – With older generations working longer and new generations coming into the workforce, the modern contact center is increasingly comprised of multiple generations of employees. Each generation has its own perspective on business issues related to leadership, communication, problem solving and their role in the organization.

Murcott led an interactive session to illustrate how managers can flex their coaching style to address intergenerational dynamics and attain the very best from representatives of each generation. Murcott facilitated a discussion with a panel of four generations of call center representatives, from traditionalists and baby boomers to Gen X and Y. As expected, their expectations on coaching, management, styles, likes and peeves varied greatly. According to Murcott, “Astute leaders and coaches recognize the preferred communication styles of each generation which we call Gen Blend Coaching.” “This methodology focuses on the things that are common to all generations, the desire to be heard, to be respected, and be present in the moment.”

For a recap of the workshop and a complimentary copy of “Speak So They Will Listen” with tips and best communication practices relative to the four generations contact: Jack Wilkie: jwilkie@novo1.com.

Supercharging Your First Contact Resolution Initiative -The key metric in attaining high levels of customer satisfaction within a call center is first contact resolution (FCR); in other words, the ability of the phone representative to solve the problem on the first call. It is the driver for excellence in any customer service organization and has a powerful and positive ripple effect on all other performance and financial metrics.

During the presentation Murcott shared her thoughts on ways to correctly measure FCR, how to configure and analyze FCR data to compel action, and three best tactics to immediately improve FCR.

“There are ways to supercharge FCR initiatives, boost sales and conversions and reduce expenses, “said Murcott. “Imagine the improvement in net promoter scores, brand enhancement and reduced cost of operations by increasing FCR ratios. And when you fix the FCR issue where the ROI is strong, you then earn the right to sell to the customer.”

For a complimentary copy of a white paper defining FCR, ways to measure FCR properly, and best practices for improving FCR contact: Jack Wilkie at: jwilkie@novo1.com.

The Annual Call Center Exhibition (ACCE) is the premier gathering for the contact center industry. It is a forum for educational growth and sharing of proven best practices.

About NOVO 1- Since 1987, NOVO 1 has been dedicated to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Customer Obsession Program™ and Smart Desktop Solutions™, incorporate game-changing technology and top 1% industry best-practices to design customized solutions to provide ideal customer experiences. Find out more online at: www.NOVO1.com.

# # #

Contact:
Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com

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Fort Worth, TX (April 30, 2012) – NOVO 1, a leading outsource partner providing world-class customer care services, has been listed as the world’s 27th largest inbound customer service provider in Customer Inter@ctions Solutions magazine’s annual Top 50 Teleservices Agencies Rankings for 2012.

The rankings recognize the top inbound and outbound teleservices agencies, both domestic and international, as measured by the amount of billable teleservices minutes companies completed during the past year. Companies included on the list have met the stringent criteria set by the editors of Customer Inter@ction Solutions. Billable minutes were verified by the editors for accuracy and reliability combined with data from telephone service providers and other sources.

“This recognition reflects NOVO 1’s investment in people, process and technology which has enabled us to help our clients grow their businesses by delivering ideal customer experiences, said NOVO 1 CEO Mary Murcott. “Innovation, technology and fresh process methodology are at the core of everything we do from hiring, training, coaching and providing fast and friendly service for our client’s customers. New business clients have also been attracted to our all-American based service and solutions which demonstrate up to 15% lower total cost of ownership than off-shore options.”

“The companies included on our ranking have proven that they are among the largest outsourced call center providers in the industry,” said Rich Tehrani, CEO of Technology Marketing Corporation, publisher of CIS magazine. “The Top 50 Teleservices Agencies Ranking provides the most honest and reliable ranking of companies. It is the benchmark for choosing large-size,, large-capacity teleservices agencies. For more information about the rankings visit www.tmcnet.com.

About NOVO 1: Since 1987, NOVO 1 has been dedicated to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Customer Obsession Program ™ and Smart Desktop Solutions ™, incorporate game-changing technology and top 1% industry best-practices to design customized solutions to provide ideal customer experiences. Find out more online at: www.NOVO1.com.

# # #

Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com

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Fort Worth, TX (April 27, 2012) – The key metric in attaining high levels of customer satisfaction within a call center is first contact resolution (FCR): in other words, the ability of the phone representative to solve the problem on the first call. It is the driver for excellence in any customer service organization and has a powerful and positive ripple effect on all other performance and financial metrics.

In an address before the American Teleservices Association, customer experience futurist and NOVO 1 CEO Mary Murcott will share her thoughts on methodology to correctly measure FCR, ways to configure and analyze FCR data to compel action, and how to gain executive buy-in to immediately improve customer satisfaction. In addition, Murcott will share three best tactics to immediately improve FCR.

“During this interactive workshop we will demonstrate ways to supercharge FCR initiatives, boost sales and conversions, and reduce expenses,” says Murcott. “Imagine the improvement in net promoter scores, brand enhancement and reduced cost of operations by increasing FCR ratios. We will also talk about adding sales to a service environment. If FCR is below 80%, as measured by asking the customer directly, then organizations should not embark on adding sales. First, fix the FCR issue where the ROI is much stronger. Then, you earn the right to sell to the customer.”

About NOVO 1: Since 1987, NOVO 1 has been dedicated to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Customer Obsession Program ™ and Smart Desktop Solutions ™, incorporate game-changing technology and top 1% industry best-practices to design customized solutions to provide ideal customer experiences. Find out more online at: www.NOVO1.com.

# # #

Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com

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Mary Murcott, pictured in the first row, second from the right.

NOVO1 is a U.S.-based contact center supporting clients’ business goals in building customer relationships and growing their brands. NOVO1 Smart Desktop Solutions and Customer Obsession Program incorporate game-changing technology and top 1% industry best-practices to deliver ideal customer experiences.

Following the two-hour roundtable discussion with the President and other industry leaders, Murcott participated in an “Insourcing American Jobs” forum at the White House hosted by President Obama and Vice President Biden. Other roundtable CEOs included leaders from Ford Motor Company, DuPont, Intel, Rolls Royce, Master Lock, KEEN, AGS, GalaE., Lincolnton Furniture, Siemens, ThyssenKrupp, Otis, and Chesapeak Bay Candle.

Later that day, Mary was a panelist in a session titled “Status of Businesses in the U.S.” moderated by U.S. Small Business Adminstrator Karen Mills which was boadcast on C-SPAN.

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FORT WORTH, TX, January 12, 2012 – - Mary Murcott, CEO of NOVO 1 met with a select group of CEOs and President Obama during a 2 hour roundtable discussion yesterday to explore ways to bring jobs back to the U.S. Following the roundtable she participated in an “Insourcing American Jobs” forum at the White House hosted by President Obama and Vice President Biden and was a featured speaker during an afternoon panel discussion moderated by U.S. Small Business Administrator Karen Mills.
The forum focused on the increasing trend of insourcing – where companies are bringing jobs back to the United States and making additional investments here in America. The President, Vice President, members of the Cabinet and other Senior Administration Officials led a discussion on ways to encourage companies across the country to insource American jobs and help rebuild our economy for the future.

In prepared remarks, President Obama said, “Today I am meeting with companies choosing to invest in the one country with the most productive workers, best universities, and most creative and innovative entrepreneurs in the world: the United States of America. That’s exactly the kind of commitment to country we need – especially now, at this make-or-break moment for the middle class. And I’m calling on those businesses that haven’t brought jobs back to take this opportunity to get the American people back to work. That’s how we’ll rebuild an economy where hard work pays off and responsibility is rewarded – and a nation where those values live on.”

“Since day one, this Administration has been focused on encouraging investment and job creation here at home,” Vice President Biden added. “The business leaders coming here from across the country today have looked at the facts and concluded what the President and I have been saying all along: that America is the best place in the world to do business and create jobs. We’re calling on other companies to follow their lead and bring jobs back to America—jobs that provide middle-class families not just with a paycheck, but with a fundamental sense of dignity.”

Murcott was recognized as an expert in customer experience and has for 10 years advocated the benefits of bringing contact center jobs back to America. “We are not against off-shoring because it is an “America First” position. We are against off-shoring customer contact because the economics prove it rarely works. It is not a good business decision, customers don’t like it. And it is not a lower cost solution. In fact, companies can save 15% by bringing jobs home,” said Murcott. “NOVO 1 @ Home provides work at home options which are particularly effective in mitigating any cost difference between off-shore and on-shore with well-educated and experienced customer service representative.”

Other roundtable CEOs included leaders from Ford Motor Company, DuPont, Intel, Rolls Royce, Master Lock, KEEN, AGS, GalaE., Lincolnton Furniture, Siemens, ThyssenKrupp, Otis, and Chesapeake Bay Candle.
About NOVO 1: NOVO 1 is a U.S. based contact center supporting clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Smart Desktop Solutions and Customer Obsession Program incorporate game-changing technology and top 1% industry best- practices to deliver ideal customer experiences. Find out more online at: www.NOVO1.com.

# # #
Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
E-Mail: jwilkie@novo1.com

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DENISON, TX (November 8, 2011) – Civic and business leaders celebrated NOVO 1’s expansion to Denison at a recent ribbon cutting ceremony at the new contact center in Eisenhower Business Center About 120 people attended the event, including representatives from the Denison Development Alliance, Denison Development Foundation, Denison Chamber of Commerce, Denison Mayor Robert Brady and District 62 Texas State Representative Larry Phillips.

The NOVO 1 contact center is a 30,000 square foot facility that can accommodate more than 500 employees. “Just 3 months ago our company announced plans to expand into Denison and in that time we have invested in the infrastructure for connectivity to our client with redundant systems for disaster recovery in Fort Worth,” said Leila Lassetter, director of NOVO 1’s Denison Contact Center. “More importantly we have hired 150 customer service advisors and have commitments from another 275 people ready to begin customer service training.”

“NOVO 1 is providing good quality jobs for the citizens of Denison and has made extensive investments in the facility to create a great work environment,” said Mayor Brady. State Representative Larry Phillips added, “NOVO 1’s culture and defined set of beliefs perfectly reflect the values of the leadership and citizens of Denison.”

“NOVO has made an immediate connection to the area participating in job fairs, community events, and hosting luncheons with local leaders to get the message out regarding their unique contact center operation and the jobs immediately available for the greater Denison area,” said Shelle Cassell, President, Denison Chamber of Commerce.

The company is seeking an additional 200 customer service advisors over the next 30 days. Applications are being taken at NOVO 1 located at 2415 Austin Avenue in Denison or online at www.novo1.com

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About NOVO 1: NOVO 1 is a U.S. based contact center supporting clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Smart Desktop Solutions and Customer Obsession Program incorporate game-changing technology and top 1% industry best- practices to deliver ideal customer experiences. Find out more online at: www.NOVO1.com.

Contact: Jack Wilkie
NOVO 1
817-355-8909
Mobile: 515-321-5467
Email: jwilkie@novo1.com

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Fort Worth, Texas (November 7, 2011) – Customer experience futurist, and NOVO 1 CEO, Mary Murcott will address America’s Health Insurance Plans (AHIP) association members on November 16 during “Fall Forum 2011” in Chicago. Her session is titled “Under the Radar: Customer Experience Metrics That Can Dramatically Impact Customer Loyalty.”
“In order to drive business results it is important to measure business process metrics from the customer’s point of view,” said Murcott. “There are 30 powerful and innovative metrics most companies don’t know about, that go beyond the typical performance measures of first call resolution, average handle time and service levels. This information will shed new light on true customer experiences and don’t require an investment in new technology. By identifying proper use of key metrics, companies can benefit from improved customer satisfaction and enhanced customer loyalty.”
The AHIP Fall Forum 2011 features sessions on trends and opportunities shaping the healthcare system and educational sessions that guide organizations in healthcare reform implementations. The event focuses on innovative products and services that aid health insurance plans meet the needs of an evolving healthcare system. Meetings will be held at the Renaissance Chicago Hotel, One West Wacker Drive, Chicago, IL.
For conference information and registration visit: http://www.ahip.org/links/fallforum2011/
Murcott is an international keynote speaker and author of “Driving Peak Sales Performance in Call Centers”. She is an expert authority on sales, operations, performance optimization and first contact resolution.

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About AHIP: America’s Health Insurance Plans (AHIP) is the national trade association representing the health insurance industry. AHIP’s members provide health and supplemental benefits to more than 200 million Americans through employer-sponsored coverage, the individual insurance market, and public programs such as Medicare and Medicaid. AHIP advocates for public policies that expand access to affordable health care coverage to all Americans through a competitive marketplace that fosters choice, quality and innovation.

About NOVO 1: NOVO 1 is a leading U.S. based customer contact center with operations in Fort Worth and Denison, Texas; Billings, Montana; Holland, Michigan; and Waukesha, Wisconsin. The company is dedicated to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Smart Desktop Solutions and Customer Obsession Program, incorporate game-changing technology and top 1% industry best-practices to design customized solutions to create ideal customer experiences. Find out more online at www.NOVO1.com
Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com

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Fort Worth, Texas (July 26, 2011) - NOVO 1 officials announced today they will be opening a 30,000 square foot customer contact facility in the Eisenhower Business Center located at 2415 South Austin in Denison, TX. The company will employ up to 300 people over the next three years and will be operational by September.

Mary Murcott, chief executive officer of NOVO 1 said, “NOVO1’s growth, driven by existing client development and new client engagement, necessitated expansion beyond our current four contact centers in Texas, Montana, Michigan and Wisconsin. Our core business focuses on delivering the ideal customer experience by accessing the right information faster and delivering it consistently by advisors who are knowledgeable, helpful, friendly and patient. It all starts with people so access to a high-quality and available labor market was a prime factor in our site decision.”

“Arledge Partners Real Estate Group brought the site to our attention,” added Murcott. “We were highly impressed with the employee base and community support in Denison. An added bonus was having Workforce Solutions Texoma located next to our new contact center.”

The Denison Development Foundation owns the space NOVO 1 will occupy in the Eisenhower Business Center. More than $1 million will be immediately invested in equipment and facility updates so the center is fully operational by September. “Denison and the Texoma area have combined infrastructure and marketing, coupled with civic leadership to attract quality employers like NOVO 1 and I welcome them to our growing business community,” said Bill Retz, Chairman of the Denison Development Foundation.

“It is a great day in Denison every time we are able to welcome another premier company with great job opportunities to our city” remarked Mayor Robert Brady, City of Denison. “The recruitment of NOVO 1 is another example of the community efforts of which we are extremely proud.”

“The efforts of City officials, the Denison Development Foundation and the Denison Development Alliance board members and our superb community partners have once again been successful in another major recruitment effort in 2011,” stated DDA Chairman Harry Kirshman. “Our team is confident NOVO1’s expansion to Denison will be a major factor in their continued growth which will benefit our community by providing new job opportunities.”

“We plan to hire 350 employees for a seasonal project in 2011 and look to create sustainable year round work for trainers, operation team leaders, and customer experience advisors in the future,” stated Murcott. One of our company values is “employees first” because only happy employees can provide a happy experience for customers which in turn keeps our clients happy. We will make every effort to provide an excellent work environment with growth opportunities for our employees.” Descriptions of immediate job openings are available at Work in Texas.

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About NOVO 1Since 1987, NOVO 1 has been dedicated to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Smart Desktop Solutions and Customer Obsession Program, incorporate game-changing technology and top 1% industry best- practices to design customized solutions to provide ideal customer experiences. Find out more online at: www.NOVO1.com.

Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com

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Fort Worth, TX (March 7, 2011) – Identifying and utilizing the right sales measurements can drive business results while fostering a rewarding culture that boosts customer service to new heights. Mary Murcott, CEO of NOVO 1 contact centers will co-present with Chris Brown, SVP of Frontline Performance Group at the American Telemarketing Association (ATA) annual convention being held March 13-16, 2011 in Phoenix, Arizona. Their presentation entitled, The Secret Sauce – Sales Metrics That Really Matter,” will be moderated by Angela Morris, President of Quality Contact Solutions, Inc.

“Without the right sales metrics in place, companies can’t access real-time feedback to sustain performance improvements” said Murcott. “Successful sales teams require superb planning and consistent performance tracking to achieve optimal results and identify missed opportunities.”

Murcott, Brown and Morris will define key metrics, describe the formulas to calculate their impact on performance and explore real-life case studies of contact centers that have implemented the right sales metrics and sales goals. They will also describe pitfalls that include: singular metric focus, incentive complexity, low performer fixation, assuming incentive understanding and communicating percentages. “The proper use of key metrics and incentives can result in significant new revenue streams, improved customer satisfaction and enhanced customer loyalty” said Brown.

What: The Secret Sauce- Sales Metrics That Really Matter
Who: Mary Murcott, CEO, NOVO 1 contact centers; Chris Brown, SVP, Frontline Performance Group; Angela Morris, President, Quality Contact Solutions, Inc.
Date/Time: Monday, March 14, 2011; 10:30 – 11:30 a.m.
JW Marriott Desert Ridge
5350 East Marriott Drive
Phoenix, Arizona

About the Speakers
Mary Murcott is CEO of NOVO 1, an international keynote speaker and author of “Driving Peak Sales Performance in Call Centers”. She is a contact center futurist and authority on sales, operations, workforce planning, and first contact resolution. NOVO 1 is a leading customer contact center with operations in Fort Worth, TX, Billings, MT, Waukesha, WI, and Holland, MI. The company has more than 1400 employees and generates annual sales in excess of $43 million. NOVO 1 is recognized for delivering the ideal customer experience for their clients with American-based solutions that reduce complexity through a proprietary Customer Obsession Program and Smart Desktop technology. Find out more online at www.novo1.com.

Chris Brown has helped businesses in over 100 cities across North America dramatically improve their service, sales effectiveness and profitability. Brown possesses 22 years of service and sales experience in a dozen industries and across all four traditional sales platforms. He has delivered more than 200 seminars for clients worldwide, and is a prominent writer in several trade magazines. Brown is SVP for Frontline Performance Group, a leading sales consulting business based in Winter Park, FL www.frontlineperformancegroup.com.

Angela Morris is President and Founder of Quality Contact Solutions and QCS At Home. As an industry leader, she is recognized as one of the leading operations and performance management experts in the call center industry. She frequently speaks and writes about improving call center performance and how to ensure regulatory compliance. Her company is based in Omaha, NE www.qualitycontactsolutions.com.

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Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com

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NOVO 1 call center in Holland growing rapidly
Pete Daly
Published: January 31, 2011

HOLLAND, Michigan – A new NOVO 1 customer contact center that opened last summer in Holland had expected to have about 50 employees on the job by year-end – but already has 160. NOVO 1 just added a new site director there, too.

Mary Murcott, CEO of the Texas-based company, said that many American companies that began using offshore call centers 10 or 15 years ago “are bringing those call centers and contact centers back home, but nobody seems to want to talk about it.”

Murcott maintains that American companies can save 15 percent by “bringing their contact centers back to America” from India and the Philippines. About 12 percent of the people employed taking calls from customers on behalf of American companies are based overseas, she said.

Many American corporate executives who decided to offshore their call center service “have been looking at the wrong metric,” she said, because they haven’t been looking at all the “ancillary costs” of overseas call centers – especially the cost of customer dissatisfaction when a customer’s problem can’t be resolved on the first call, and perhaps not even by the third or fourth call.

In many cases, the language difference is a challenge, but compounding that are situations where the overseas call center worker simply doesn’t fully comprehend what the customer’s specific problem is back here in the U.S.

Murcott said that when U.S. business began off shoring customer contact centers 10 or 15 years ago, “there were a lot of easy calls to put over there.”

Now, she said, customer inquiries that are easy to resolve are typically handled on the company website or by phone via interactive voice response.

“Now what is left are the hard calls, the ones that are contextually sensitive, the ones that require higher interpersonal skills to communicate. And quite frankly, while we love the people over in India and Philippines, we don’t think they’re up to it,” said Murcott.

Murcott added that many new call centers are now being set up on the outer islands of the Philippines, “where the language is a really difficult barrier.”

Murcott recently wrote an article entitled “The Business Case for Repatriation of Contact Center Jobs Back to America,” in which she stated that “most centers we see returning to the U.S. or their country of origin are exiting India, but others are returning from near-shore countries, also. Last year, a highly respected personal investment firm brought their call center jobs back from Costa Rica. Their customers spoke out. The company listened.”

Murcott writes that most companies won’t talk publicly about the repatriation of their call center locations, because they don’t want to admit they made a mistake, or because some of their other internal divisions will remain off-shored.

Recent off-shore tax legislation that did not pass in Congress was unnecessary, maintains Murcott, because “companies who off-shored customer contact are already experiencing financial penalties from customers who are taking their business elsewhere. Historically, a bad decision which affected customer service took about three years to fully impact shareholders. We know that cycle has shortened considerably in recent years.”

NOVO 1, founded in 1987, has its corporate headquarters in Forth Worth, Texas, with additional customer service centers in Billings, Mont.; Waukesha, Wis., and Holland. It has more than 1,400 employees and generates annual sales in excess of $43 million.

In 2009, NOVO 1 was acquired by Glencoe Capital and is now part of Glencoe’s Michigan Opportunities Fund portfolio of companies. Founded in 1993, Glencoe Capital is a private equity firm focused on lower middle-market companies. The Michigan Opportunities Fund, one of two funds Glencoe now operates, was established in 2008 and “represents a groundbreaking partnership of public and private interests in the deployment of private equity capital,” according to the Glencoe website.

The Michigan Opportunities Fund makes lead-sponsored acquisitions and growth equity investments in companies that conduct a material portion of their business operations in Michigan, and it may also invest in companies located outside of Michigan that demonstrate a strategy for expanding business operations into Michigan.

In January, NOVO 1 announced that Patrick Blanchard had been named site director for the Holland facility. Blanchard, a resident of Hudsonville, has more than 28 years of experience in financial and telecommunication call center operations. Most recently, he was vice president of call center operations for Huntington Bank, and prior to that, vice president of call center operations for the Sky Financial Group.
Blanchard said NOVO 1 is different because most customer contact centers in West Michigan are part of a corporation, while it is an independent business providing service to corporations.

He noted that NOVO 1 is still looking for another 12 to 15 customer service representatives. Applications are accepted for NOVO 1 jobs at the Michigan Works service centers in Ottawa and Allegan counties.
The Holland contact center has room for about 350 employees; NOVO 1 received a $1 million federal grant plus other local incentives to locate in Holland, with the agreement that it would employ 350 people within three years.

“We still need to fill probably another 200 to 250 seats” to fill the NOVO 1 contact center, said Murcott, which will require getting more client companies.

Right now the Holland facility serves companies in transportation, logistics and telecommunications, she said. Throughout the U.S., it also serves other industries such as health care, financial, retail and energy. The services range from dispatching trucks to answer customer service calls and making calls as part of a customer retention program.

The new facility was opened in July with assistance from a $1 million federal Community Development Block Grant through the Michigan Economic Development Corp.

Greg Robinson, assistant city manager of Holland, said at the time that $500,000 of the block grant will be used to help pay for machinery, furniture, fixtures, computers and other related equipment. The other $500,000 will be used by NOVO 1 in training its new employees.

The city of Holland also granted NOVO 1 a PA 328 abatement on all personal property taxes at the new business, which will be worth an estimated $115,000 over the next nine years.

NOVO 1’s facility is owned by the Robert Grooters Development Company. It was last used temporarily by Haworth.

According to county documents related to the grant, most of the NOVO 1 employees will be customer service representatives earning a starting wage of $9 per hour. About 15 percent will be in technical, supervisory and management positions with salaries ranging from $40,000 to $70,000.

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