What Really Matters for Exceptional Customer Support

What Really Matters for Exceptional Customer Support

Posted by Eugene le Roux on Posted in Contact Center, Customer Experience, Nearshore

Automation and AI are changing customer experience. Reshaping how call centers operate, and how agents interact with customers. Despite the visibility and efficiency such technology brings, exceptional customer service still comes down to one factor – the all-important call center agent. That essential human touch.

At NEC, we believe outstanding customer service starts with a strong commitment to our contact center agents.

We use a Six Sigma/DMAIC (Define, Measure, Analyze, Improve and Control) approach to monitor agent performance, enabling us to deliver exceptional customer experiences. By constantly analyzing and refining how things are done, our agents know what’s expected of them and are confident in what they do.

We provide extensive training, state-of-the-art technology, and constant encouragement. The result is an employee turnover rate of just under 4% over the past 12 years. Startling compared to average turnover of 40-45% in the Philippines [1], 38% in India [2], and 36% in the U.S. [2].

NEC Nearshore Services include:

  • Inbound Contact Center Services – Customer service, technical support, help desk, and 24x7x365 support services.
  • Outbound Contact Center Services – Direct sales, appointment scheduling, notifications, reminders, and surveys.
  • Consolidated Service Desk – IT support (L1/L2).
  • Hybrid Services & Disaster Recovery – Disaster recovery solutions that balance workloads between the U.S. and nearshore operations, providing service desk, augmentation services, and back-office support.
  • Back Office Operations – Tax and accounting, customer service, administration, IT support, and HR.
  • Supply Chain and Dispatching – End-to-end logistics support, including dispatch services.
  • Contact Center Platform Solutions – Cloud-based omni-channel contact center platform.

With advanced analytics and NEC Generative AI, we help you unlock the full potential of your customer support offerings. We have the talent, technology, and expertise to elevate your customer experience. Learn more by visiting NECAM.com/Nearshore.