One of the things that separate NuComm from its competition is its unique Business Model. Many call centers are fraught with few or ill-defined procedures and inconsistent results. NuComm's Business Model focuses on controlling and monitoring all aspects of the client's customer-handling strategy and the call center operations - from campaign design to caller-agent interaction to reporting and statistical quality controls.
The company's approach to maximizing contact center operations is set out in two great industry text books, both written by our CEO and founder, Réal Bergevin. Call Centers for Dummies, our newest best-selling release on the “NuComm way”, is a definitive industry guide to running a successful contact center and has been reprinted in many different countries around the world. Mr. Bergevin’s seminal work is 23 Steps to an Effective Call Center (now in it's 2nd edition), which outlines the step-by-step business model needed to run efficient contact center operations.
As detailed in these books, NuComm has not only built an operational model that generates maximum efficiency, but has also developed the tools and services to support the model. NuComm's proprietary software allows it to accurately measure the performance of each of its call centers and immediately conduct a root cause analysis to identify and correct problems.
Interested in learning more? Here are just some of the secrets to our operational success:
- NuComm's Business Model: Our Business Model's strength is its ability to create a defined and distinct workplace culture that is focused on delivering excellence to clients and their customers.
- NuComm's Recruiting Model: NuComm boasts a turnover rate that is significantly lower than the industry standard. In large part, our Recruiting Model ensures we hire the right people to handle your customers.
- NuComm's Learning Model: NuComm's Training Model strives to provide all of our agents (and even yours) with the confidence, competence, motivation and commitment to deliver exceptional customer service.
- NuComm's Quality Monitoring Model: NuComm's Quality Monitoring Model uses a variety of tools and techniques on a daily basis to ensure client's goals and specifications are being achieved.
- Employee Retention: One reason why NuComm is named one of Canada's 50 Best Managed Companies™ is its constant efforts to improve the workplace for all employees. Find out more here.
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