NuComm's Business Model

Clients benefit from the efficiencies of NuComm's Business Model in many ways, including consistently high levels of customer care and sales, minimal customer complaints, superior client service, low costs, and quick response times.

The Mission: NuComm's Business Model begins with a clear, but simple mission statement for all stakeholders (that is, employees, clients and shareholders):

We accomplish this by understanding, measuring, managing and improving business processes so that we maximize the lifetime value of our clients’ relationships with their customers.

We believe that our excellence is achieved by:

• Hiring the best people in the industry,
• Utilizing the most effective tools in the industry,
• Extending our expertise through learning and education,
• Aligning the interests of all stakeholders; and,
• Continuously improving.

We choose to define the culture of our company. Our culture is one of honesty, dignity, respect, execution and fun. We will inspire confidence and trust from everyone who encounters us.

All of our stakeholders - employees, clients, partners, community and company - will profit from their relationships with us.  We will create much more value than we ask for in return.

NuComm's Business Model is built on using the right people, processes and technology for each client. As is explained later, NuComm uses very specific methods to recruit, train and monitor call center staff, as well as advanced technology.

For example, NuComm's CIMWeb™  software constantly monitors the performance of agents using statistical techniques to identify over- and underachievers. This Web-based, continuous improvement  application is a powerful performance management tool that is made available  to all managers and each telephone service representative (CSR).

NuComm's heavy reliance on statistical measures and quality processes to drive business practices offers many benefits above other, less-structured call center operations, including:

• Increased client control over revenues, efficiency and customer satisfaction. In other words, "less noise in the channel."
• Greater consistency in call handling and results
• More targeted, faster paths to improvements
• Improved data tracking and detailed reporting
• Enhanced CRM opportunities
• More market intelligence and opportunity mining

NuComm's Values & Beliefs: While NuComm's business practices use statistical techniques and other tools, it is the well-defined corporate culture that makes its Business Model work. NuComm believes defining the culture is imperative. A poorly or undefined culture cannot be understood or controlled. NuComm's culture is expressed as values (rules of behavior) and strategies (firmly held beliefs):

These core values are strongly upheld in the organization and everyone (including management) is accountable to them each day. We walk the talk.

The core strategies give everyone a road map or vision for reaching client's goals. Many policies, benefits and programs designed into NuComm daily life revolve around these beliefs.

Together, the core values and strategies help build a culture that strongly supports the company's Business Model and clients' goals. Based on monthly employee opinion surveys, over 80% say they agree or strongly agree that they enjoy their career at NuComm.

The Reporting Approach: One NuComm client calls our reporting tools and methods "legendary." One would be hard-pressed to find a more comprehensive or clearer approach to reporting campaign and performance results.

NuComm and its clients have access to real-time, online detailed reports on ongoing performance results, customer complaints and individual CSR performance, plus the ability to identify reasons for poor performance and rapidly make adjustments. Clients may also request additional information, analysis or recommendations. NuComm will not allow any client request to be left unanswered.

With comprehensive reporting and analysis tools, NuComm is able to continuously improve operational and individual performance.

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