Give us a call today to find out why more than 400 clients rely on NOVO 1 to unite them with their customers for increasing sales and lasting loyalty.

Call Center Services

We provide in-depth customer service 24x7, after hours or on an overflow basis. Our agents have immediate access to your specified company information, and your customized scripts are designed to establish NOVO 1 professionals as a direct extension of your business.

We invite you to consider a NOVO 1 solution for your:

Appointment Scheduling

NOVO 1 now offers appointment scheduling for your business. This state of the art technology also allows your staff to schedule along side NOVO 1 operators and turn your business into a productive call center.

Event Registration

We support special events, manage educational class and seminar registrations and more; including processing credit card transactions as payments for event registration fees. Our staff will provide follow up confirmation calls, letters, and registration packet fulfillment according to your needs.

Order Entry

NOVO 1 agents provide complete catalog order taking, literature fulfillment, inventory control, and credit card transaction processing services. In addition, our technology aligns with yours to track orders and shipments, provides prompts and scripting for up-sell and cross-sell, integrates payments with your accounting records and accommodates multiple tax rates.

Membership Subscription and Renewals

Our professional service agents receive ongoing calls and manage to peak processing during your membership drives, inputting information on applications entering credit card information for subscription fees.  Clients include membership societies, associations or other groups supporting various attractions (i.e., zoos, museums, etc.). Membership renewals, name changes and information requests can be input directly into your company’s database, enabling both our agents and your employees to maintain access the most current member information.

Help Desk

At NOVO 1, our agents are readily trained to provide basic technical support for your products, including answering Frequently Asked Questions and addressing other general concerns expressed by your customers. Our services align with your requirements, enabling your company professionals to stay focused on more complex technical support issues.  We will escalate and hot transfer calls, as needed, directly to your designated team. 

Answering Services

We provide live agents and customized call-handling plans for each of our clients.  We are able to receive your calls 24x7, on weekends and during all holidays. Our agents are trained to reflect your company’s culture and to maintain a seamless working environment for your business, so your callers don’t recognize that you have an answering service.

Our answering service clients and service highlights include:

Attorneys

• Capturing background information for practice areas ranging from personal injury to criminal law
• Updating confidential client information
• Screening incoming calls for priority handling
• Escalating 1st time personal injury calls

  Contractors (i.e., heating, plumbing, air conditioning, electrical)

• Qualifying emergency versus non-emergency calls based on your criteria
• Ensuring callers are aware of and agree to after hours rates
• Escalating inquiries to your phone, pager, or text to cell phone.  We will align our call handling procedures with your requirements for emergency dispatching services to your designated personnel.

  Medical Practices

• Meeting HIPPA requirements for confidential patient information
• Conferencing critical calls to an on-call nurse or emergency doctor
• Transmitting important caller information via e-mail, pager or text-enabled cell phone

  Real Estate Companies

• Receiving routine calls for various types of real estate companies, including low income housing complexes, condo associations and assisted living facilities
• Communicating property rental profiles and taking application information
• Qualifying emergency versus non-emergency calls based on your criteria
• Delivering callouts to the correct problem solver (plumber, maintenance supervisor, locksmith) via phone, pager, text to cell phone.  Our agents will align with your requirements for emergency dispatching

Voicemail Services

Voicemail

NOVO 1’s voice mail system gives you 24/7 access to a personal voice mail box that is customizable to fit your needs.

Advanced Call Center Services and Features

Web Portal

The NOVO 1 Web portal gives clients complete access to their NOVO 1 account information, and includes features that allow our clients to monitor their calls and upload and download their files. Clients accessing their portal can listen to their calls and view message summaries from the past six months. In addition, detailed call statistics, such as the time it takes to answer a call and how long a caller was placed on hold, are available in easily accessible reports. This information can be reviewed from any client location with Internet capabilities at any time.

For our order entry clients who need to track and update their inventory, new orders and changes can be uploaded on a regular basis throughout the day. These changes are available in real time!

DVR (Digital Voice Recording)

This technology records the entire conversation between the NOVO 1 agent and the caller.  The message is stored on tape for six years.  We can audit and retrieve a particular call for you, and either put it on a CD, tape or we send it to you in a .wav file via e-mail.

State of the Art Technology

NOVO 1 uses the latest in call center and telemessaging technology. This technology, called the Infinity Intelligent Series (I.S.), makes our services more reliable for our customers and easier to use for our agents. It’s part of the reason why NOVO 1 has been named three times to the Metropolitan Milwaukee Association of Commerce Future 50 fast growth companies.  NOVO 1 has also been a three-time recipient in the Deloitte firm’s recognition awards program for ranking among the top 75 privately held companies in Wisconsin.

The NOVO 1 application of I.S. technology helps to significantly reduce agent scripting and prompting errors and the time it takes to train new agents. In addition, this software ensures agents ask for the specific information you need from your callers.

Additional features found in I.S. that help expedite call handling include:

• Phone number and credit card number validation
• Spelling error identification
• Automatic name capitalization
• Automatic city and state fill-ins via postal code entries

These features speed up the script entry process, reducing the required time for agents to talk with your customers and saving you money!

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