As the main point of contact between an organization and its customers, agents must operate efficiently to ensure exceptional customer service, regardless of their geographical locations.

Novo Technologies offers an advanced suite of call center recording, monitoring, evaluating and reporting solutions that:

• enhance the customer experience;
• improve productivity;
• increase agent and customer loyalty;
• enhance agents’ skill sets while minimizing training costs.

Achieving full customer satisfaction depends on a continuous quality and performance management cycle.

Starting with Call Recording, the suite gives businesses the ability to verify customer interactions for compliance, regulations and to reduce risks. Recording calls identifies areas for improvement and yields quality indicators. Novo Technologies call recording solutions capture conversations or screen activity, archive, and share and play back files via a web-based interface.

The quality of your service begins with the quality of your agents. The Quality Monitoring solution can build customizable evaluation grids and reports with criteria specific to your organization, allowing you to assess an agent’s qualitative and quantitative performance. Reporting will help to identify training and development needs, and improve the overall call-handling process, giving customers the best service.

First call resolution is one the most important challenge to improving customer satisfaction. Novo Technologies solutions provide truly effective guides that help to identify barriers to high levels of first call resolution, to measure customer perceptions of a service and to ensure that all customer queries are handled effectively from the very first call. As you know, happy customers are loyal customers.

Benefits for the Outsourcing Industry :

• Know what your agents are doing and how they are performing, regardless of their physical locations.
• Use the recorded interactions to provide evidence to regulatory authorities that actions were taken according to the customer’s specific instructions, and thus protect the agent.
• Handle complaints and queries quickly and effectively by accessing important information from a customer’s historical records.
• Enhance enforcement of compliance and regulations by using new and structured sources of information.
• Easy and fast integration into the existing infrastructure, meeting business operational needs.
• Determine the effectiveness of training, sales and service tools.
• Rely on a secure, flexible and reliable call storage system that consistently delivers high-quality audio files.
• Protect customer accounts, transactions and prevent fraud.
• Obtain customer opinions and perceptions on the quality of service through customizable surveys.