outsourcing services

Are you looking for an outsourcing partner that provides more than just butts in seats?  At nowanalytics, we go beyond just handling customer interactions for our clients.  The nowanalytics difference starts from our initial interactions to program design and service delivery.   As we say, intelligence is a way of thinking, powered by the platform, processes and people to represent your brand well.

Whether you are based in our state-of-the-art near-shore contact center in Santiago, Dominican Republic, or if your program is based out of our managed services partner facilities in the United States or abroad, the nowanalytics managed services delivery capabilities come into action.

We spend time to understand your business strategy and brand promise.  Then we develop a program design that delivers the value that you are looking for, and then we go and execute.  We provide you full visibility on the programs that we manage for you using the power of our platform.  If you desire, you can track the performance for every program, agent or interaction from your home or office, throughout the day, as if you were on-site.

Beyond the value of great performance and representing your brand promise, our outsourcing services offer the ability to provide you insights on your markets, customers and products.  We bring the power of our business intelligence capabilities to increase the value that you gain from every customer interaction.

Are you ready to work with a partner that delivers quality, performance and strategic value?  Then it's time to talk to us.

Santiago, Dominican Republic

managed services

benchmarking service

Benchmarking provides the ability to create a controlled group to identify if your contact center and customer experience delivery is the best that it can be.  By bringing our platform, Six Sigma process methodologies, and business analytics to the effort, you will be able to gain many advantages including,
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• Greater quantitative visibility into your operations.
• Identify opportunities for process improvements.
• Identify process issues that drive negative customer experiences.
• Drive measurable improvements in ALL your contact center operations.
• Design customer interactions that drive higher satisfaction and loyalty.

business and customer analytics

The value of the data collected through your customer interactions across multiple channels is one of the best places to dig deeper to validate your brand promise delivery and business strategy.  Our business and customer analytics services helps you answer questions that you always had and the ones that you haven't asked yet.  The service helps our customer in many ways, including,
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• Drive customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Identify gaps in product, services and offers.
• Understand why customers buy what they buy from you.
• Analyze the customer experience journey to make it easy for customers to purchase from you.
• Understand churn and its drivers.

interaction quality management

Most contact center have a quality monitoring program that is used for scoring a sample of recorded or live interactions for each agent.  Though necessary, a quality program like this only brings partial value from your investment.  We like to focus on using the effort to drive business, customer and process insights.  The key benefits of our quality management program are,
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• Statistical sampling of quality monitoring for fair assessment of individual agents.
• Process, product and service issues identification to understand the drivers of satisfaction/dissatisfaction.
• Interaction flow optimization to improve efficiency and outcome.
• Cross-channel customer journey mapping and trace to optimize interaction channel usage.
• Self-service optimization to deliver greater ROI

the time is now.

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