Quality and competence go hand-in-hand
Behind our high service quality and strong competence are important factors such as motivated and multi-skilled personnel, and customer company related content management emerged as a result of the continuous training.
The competence quality level is a subject for daily follow-up and measurement, for example our daily customer pulse measurement, and it is expected resulting further into growing customer satisfaction.
NesQ – our quality program
Nesenta ensures the quality of its service operations with NesQ quality system comprising five parallel programs:
NesQ Info: information management and real time reporting
NesQ Loyal: optimization of customer and partner satisfaction
NesQ Skill: skill monitoring and improvement
NesQ Goal: monitoring and improvement of efficiency and profit
NesQ Sec: information security and GDPR
contact center and information service
Our services can be described from three points of view: conceptual, service as a product and service channel.
Conceptual approach means that while customer companies differ from each other by products and operational markets, our strong competence is a key to a successful outsourcing in every particular customer case.
The good examples of the service as a product are help desk, telemarketing service, switchboard, customer service, info service or editing.
The choice of a service channel is always depending on end-customer preferences, i.e. customer model behavior.
Quality stems from a well-defined infrastructure
Contact center business requires a good physical and technical infrastructure and innovative information management. Nesenta’s infrastructure comprises over 20 ERP and CRM systems, contact management systems, several project-specific monitoring solutions, and three service centers.