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Novo 1 Contact Centers: Bringing the Customer Experience Home

The contact center space is always evolving and changing as companies demand more innovation and customers demand a better service experience. Whether the contact center operation is located onshore or off, the purpose is to support the initiatives of the organization.

One company focused on keeping its outsourced contact center operations onshore is Novo 1 Contact Centers. TMCnet’s Rich Tehrani (News - Alert) recently spoke with Mary Murcott, CEO of Novo 1 Contact Centers. Their conversation was captured in this video.

Novo 1 Contact Centers is focused on helping call centers move their offshore initiatives back to outsourcing platforms onshore. Most companies that Novo 1 Contact Centers works with have had bad experiences offshore. By moving the customer service platform to Novo 1 Contact Centers, a company is able to improve customer satisfaction and lower costs. 

According to Murcott, Novo 1 Contact Centers is dedicated to helping to improve the brand experience for the customer. One area of growth has been in the tech industry. In fact, in 2009, 33 percent of tech firms used offshore contact centers. 

By 2011, only 12 percent of tech firms were utilizing the same strategy. Outsourcers are now looking to the U.S. for new market programs, which is becoming a bigger market for contact centers. 

For Novo 1 Contact Centers, one target market is healthcare as the company has the technology in place to help these companies to reduce complexity, optimize their transportation logistics, utility and government challenges.

Novo 1 Contact Centers is not above expending offshore and has targeted this growth market for expansion. According to Murcott, the company is trying to be one of the top 100 best places to work and attract happy customers. It makes financial and market sense to make this move. 

As for competition, the company has smart desktop technology and reduces complexity with interaction with compliance and complexity. Novo 1 Contact Centers also offers a customer retention program and adheres to best practices in its call centers, creating an optimized blueprint tailoring it to each client.

When asked about what is next, Murcott highlighted that the focus for the company is growth. Novo 1 Contact Centers has seen significant growth and interest in the smart desktop, and the company would like to continue to expand. Murcott also noted its value in the market, highlighting that last year, the center in Michigan was voted healthiest and happiest place to work in America by Gallop and a leading magazine.

To learn more, check out this video in full.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jennifer Russell