FAQs related to our service

A: Most PBX’s and ACD’s have a feature that allows a third party to monitor a call. This feature is sometimes called “service observe”. NuComm uses this feature to listen to and record calls that are stored as WAV files. This industry standard format for call recording allows calls to be attached to NuComm’s Quality Assurance application Tandim QA™ for review by your staff and Management.

Q: Where do our calls get stored and how long are they kept?

A: If you have a system that records calls, we suggest that the calls continue to be stored on that system.
If we NuComm records your calls, we can store them as long as you need us to, typically that is 3 – 5 years. However, some financial institutions require 7 years or more. Our job is to meet your business needs, and the storage of calls can be easily accommodated in our systems.

Q: What happens if your team hears a severe customer complaint?

A: Sometimes a customer situation needs to be dealt with immediately. Our QA team will follow predefined escalation procedures immediately upon hearing a call that threatens the health and safety of individuals or the company. You can be rest assured that NuComm’s QA team will take the appropriate action. Of course these calls are recorded when more detailed follow-up action is required.

Q:  What support do I need from my internal Technology and Telecommunication departments?

Q: We have our own QA form. Would we still use that?

A: Yes. NuComm would simply build a Web version of your form so that a review is completed we can send it electronically. This speeds up the review process and helps us report on the opportunities that we may find.

Q: What else do you audit besides the voice?

A: The conversation between your staff and your customers is very important, but so is the information that was put into your systems and or customer database. NuComm also connects to our clients’ systems and checks for data entry quality just as diligently as we do for voice quality.

Q: Does your staff need training?

A: In the complex world of customer care, we fully recognize the need for appropriate training. Depending on your business environment, training is needed to help our Quality Assurance Specialists understand what is important for your business. This may take the form of understanding different processes, procedures, billing systems or even scoring methods. NuComm will work with you to ensure our people are fully trained to meet your needs. 

Q: What kind of reporting can I expect?

A: NuComm provides extensive reporting on most of the Quality Measures that are important to you. Here are a few reporting headings to give you some ideas:

• Highest overall score
• Average score by employee
• Missed sales opportunity
• Areas with most opportunities
• Average QA score by Team
• Proper use of hold procedure
• Polite and Professional
• Followed Procedures
• Use of proper close procedure
• Use of customer’s name
• Data accuracy
• Outstanding Coaching Sessions
• Completed Coaching Sessions by day, week, month
• Escalated Customer Calls
• Priority Review (hang ups, profanity, etc)

Q: What about all the privacy laws?

A: NuComm employs a full time Compliance Officer who will work with you to advise your organization regarding what laws are applicable to your industry. In most cases, customers tend to expect that a certain number of calls be recorded for quality and training purposes. NuComm abides by all the known laws in this area.

Q: What factors determine the cost we pay?

A:Training is the only start up cost. After that, NuComm will quote you a cost per audited call once we have a good understanding as to how long your calls take on average. It is important to know that our costs are “all in”. That means you don’t pay extra for things like reporting, calibration sessions or the coaching application (Tandim QA™) or the call recordings (if required). These services are included in our Quality Assurance rates.

Q: Our business is small but our customers are important, would NuComm still be interested?

A: NuComm is able to work with small and large organizations. We currently have one client that only requires us to complete 50 audits a month. That is about 2 a day! Because we have a number of these types of businesses we are able to employ dedicated Quality Assurance Specialists to manage many clients at the same time and still deliver a cost effective service to all of our clients.

Q: We want to continue to do some QA internally. Can we send just a percentage of our calls to you?

A: This is a great strategy to test the effectiveness of both NuComm and your own internal organization. By having two organizations work on quality assurance you get a consistent calibration of your customer care team. An external organization, like NuComm, may score calls differently then an internal team. This creates opportunities to improve the service that is delivered to your customers.

Q: What kind of cost savings can I expect?

A: When we compare the cost per call audited by an internal North American Quality Assurance Team to that of NuComm International Quality Assurance Specialists, we typically see savings of 20 – 50%. 

Q: My business needs change throughout the year. Is this a problem?

A: NuComm works with our clients to forecast their needs as far ahead as possible. This way we anticipate the demand by completing training early and reassigning Quality Assurance Specialists when demand is lower. This is another way that NuComm is able to lower your costs without sacrificing Quality.