Onboarding Process
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How do we ensure the contact center solutions we implement become a resounding success for our clients? Our process always starts and ends with you.
Our team of dedicated experts diligently studies your business needs and then works in close partnership with you…
NOVO 1 listens first and responds second. Our team of dedicated experts diligently studies your business needs and then works in close partnership with you to develop solutions that will achieve your business objectives. For us, failure is simply not an option.
Our statement of work (SOW) serves as the main building block from which our solutions evolve. We thoroughly analyze your key business issues which, in part, includes:
- Call projections
- System integration
- Operational needs
- Key measurements
- Agent profiles
- Training needs
- Quality control
- Fulfillment
- Promotional activities
Next, we utilize the information detailed within the SOW and work alongside you to develop an implementation plan based exactly on your contact center needs. Our account management team partners with the Implementation Manager to determine all the key requirements of your campaign and to establish a timeline for implementation. We detail every area of implementation: programming and database infrastructure, manpower, training, instructional design, communications (voice), billing, HR, network communications, fulfillment, facility and system operations.
Not only does this plan guide us through every phase of the implementation process, it also ensures that everyone from both sides is working from the same page. Even more importantly, the plan serves as the blueprint from which we align our people, processes and technologies to drive success.
But, that’s just the beginning. NOVO 1 also teams together to create a culture and work ethic that mirrors your business by blending people and service operation seamlessly to help grow your business. We have in place a dedicated team of professionals to manage and oversee your program, day in and day out. Each team member is focused on one goal: Delivering an exceptional customer experience that creates long-term relationships and builds shareholder value.