10 Powerful Secrets to HOW WE GROW your Business!

When it comes to getting ahead in business, it's all about making the right moves at the right times. At Nexxlinx, your success means our success, and growing your business grows ours. We've spent the last decade building a solid business platform based around YOU, the Client.

Click on a topic below to read ten ways we accomplish this and write two success stories at the same time:

Experience

It's essential to both your success and ours. Experience provides confidence, familiarity, and comfort that we know your industry and your end goal, inside and out.

Nexxlinx has a proven track record of more than ten years of experience providing Best in Class Customer Support, Retention Programs, Technical Support and Inbound Sales Support. We've earned the trust of cable companies, publishers, financial institutions, game developers, and sports management organizations.

Our clients are not simply clients. We are Partners, heavily invested in the growth of your product line, reducing your costs, and saving you money-while doing it better, faster, cheaper than our competition! Nexxlinx has the experience, insight and imagination to take your company, your business unit, or your initiative to a new level of profitability.
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Quality Control

The best designed programs will fail without consistent and continuous training, verification, analysis, and correction. Our QA team is a Value-Add (Non Core) Service that is provided to every client, with a fully staffed reporting team to provide instant, real time feedback on how we achieve your goals. At Nexxlinx, we insist on the highest quality controls such as:

• Digital recordings - Every call, for every client, is recorded and stored. A selection of calls are selected for playback and analysis on a weekly basis, identifying loose points, lost sales, and opportunities for further training or re-training.
• Sales Verification- Our Inbound Sales team works quickly and efficiently, but that doesn't mean there's never a mistake. Sales are verified on a continual basis, reducing error rates and increasing the accuracy of data captured.
• Low Ratio of Supervisor to Associate- Nexxlinx ratio of Supervisor to associate is XX: X, allowing leaders to effectively coach, provide assistance, and correct. This aids in more one-on-one time with struggling team members, keeps the error rate down and increases the competency of our associates.
• Remote monitoring- Nexxlinx is a Next Generation Contact Center. That means we've gone "virtual". We provide flash reports and update dashboards for instant, real-time results. We go even further by providing access to live calls from wherever- and whenever - you want.
• Escalations- Every industry has them-difficult problems that must be solved, issues that go beyond the standard customer support call. Nexxlinx Batch Team Associates are dedicated individuals, trained to solve problems and create happy endings.
  

From greeting to close, Nexxlinx exercises tight quality control.
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High Quality Associate Training and Program Implementation

Proper training and program setup leads to knowledgeable associates and program success. Before an associate goes live with your program, he or she is trained and then nested (sits with an experienced agent) and then monitored on his or her own. Each associate is coached and trained through the work flow, call processes, up sells and cross sells and becomes an expert on your company and your product. This process ensures that we 'get it right the first time'. The Nexxlinx training program is highly effective - so effective that our clients have asked to model it!
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Next Generation Contact Center Technology

Our near- virtual contact center technology makes the need for expensive professional service management teams and infrastructure obsolete. Nexxlinx technology capabilities make IVR and customer support via web, email, and chat not only possible, but an everyday occurrence. Used effectively, technology dramatically improves call handling and customer interaction, which in turn increases sales, retains customers and turns our clients into raving Nexxlinx fans.
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Quality Call Scripting

Contact Center Associates are sometimes the only employees whom current and potential customers ever encounter. In addition, our associates don't have the luxury of meeting your customers face to face. A great associate anticipates questions, rebuttals and feedback-and knows how to respond appropriately. Contact center representatives must provide excellent service and professional, needs-based selling in a way that builds and sustains customer relationships.

Nexxlinx seasoned associates are trained to identify and anticipate opportunities to 'sweeten the sale'- upsell, cross-sell, or educate. Our supervisors and Team Leaders are on constant rotation to coach, help close sales and keep associates on script. Our proven track record on both scripted and non scripted calls shows our ability to identify and capitalize on sales opportunities.
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Real time, Instant Reporting

Reports that are readable, understandable, and most importantly, easily analyzed for needed changes are imperative to how we do business. The best information is useless if you can't understand it and get it on time.

How often do you want a health check on your support services? Need to know, at-a-glance, how your traffic compares to your forecast? How do you want your reports delivered?

Nexxlinx provides reports via email, fax, ftp, hardcopy, on disk or via a secure web or dashboard portal. Nexxlinx Reporting staff work continuously to monitor program performance. Reports are available on demand by the hour, core hours, afterhours, or on a daily/weekly/monthly/ year over year basis with comparative and analytical data-at your fingertips. If you're not receiving this level of service from your current contact center solution, give us a call! Click here to contact us and get started!
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Program Flexibility

On Demand Staffing and a versatile team makes instant changes seamless to your customers Flexibility means options. When sudden, swift changes in your program call for an outside the box solution, Nexxlinx should be your first call. With a global footprint, we have associates in virtually every time zone, that speak more than nine language (the primary being English), in addition to our @Home agents, who provide even more flexibility during those wee hours when you need contact center support.

Nexxlinx has more than ten years experience working with customers who have varying sales seasons. We have the ability to quickly ramp up operations, work flows and headcount for a busy season, and then ramp back down for regular operations. Or, for example, if you hold an after-hours sale, we only need a few days to arrange to have associates trained and ready to provide customer support.

Nexxlinx provides dedicated associates for each client and each program, however most seasoned associates are cross trained to support high volume campaigns. This saves our clients thousands of dollars in training and gives us the flexibility of associates who can take any call for any program at any time. Nexxlinx offers 24/7/365 coverage, scalable programs, On Demand, dedicated or cross-trained staff and innovative thinking. What are you waiting for? Click here to contact us and get started!
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Program Pilots

Not sure if Nexxlinx is the solution to your contact center problems? Give us a trial run! Kick our tires, try us on, take us for a test drive. A Pilot program is the perfect opportunity to give your product a kick-start, iron out the wrinkles and work out any unforeseen problems.

Pilots also give associates time to become comfortable with scripts and call flow, helps Team Leaders and Supervisors develop rebuttals, and gives IT and your Client Services team and opportunity to show what Nexxlinx is made of. Not sold on Nexxlinx yet? Give us! Click here to contact us and get started!
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Testimonials

Don't take our word for it! See what our customers have to say!

"[Customer] called in to brag on our retention center. She said [Agent] was so down to earth and made her laugh. She said it was "THE BEST PHONE CALL SHE HAS HAD". She wanted to take a few minutes and tell us how wonderful [Agent] is and how much it means to our customers that he comes in contact with. Good Job!!! This is what the job is all about: Customer Satisfaction."

"I wanted to take a minute to tell you of the experience I had with [Agent]. I had a problem with my bill after I transferred service. I was about to cancel my service all together and then [Agent] helped me. She was wonderful and eager to help resolve the issues I had. I just wanted you to know what a great employee you have. [Agent] is a tremendous asset to your company. Thank you for your time."

"Your work never goes unnoticed and I am very proud of what our call center has accomplished over the past several months. Furthermore, thank you for coming to work every day and doing "The Remarkable" on each call with all of our customers!"

"A short while back, with call volumes being at 112% of forecast, we would have been below 60% SLA. This month, we are at 72%. The save rate has improved a bit as well. This shows a level of focus that we are used to with our partnership. I thank everyone for that commitment."

"Nexxlinx fielded a call from a customer who was not pleased with recent changes to [Client] pricing. The customer insisted on speaking with [Agent], who took the call at 3 am and listened to an angry customer for nearly two hours! Upon hearing about [Agent]'s level of professionalism and dedication, [Director] immediately sent an email to Nexxlinx, saying: "We so very much appreciate your dedication. Thank you!"

"Just wanted to tell ya that I had the biggest thrill I've encountered in many a year...an actual LIVE person to talk to in [Game] Help. I had a problem and much to my delight I saw the offer for live tech support, and put in my phone number...in less than a minute I got a call from a charming gentleman who walked me through the steps and fixed my problem in no time flat!! What a wonderful feeling, your new Call Back Pilot program is simply amazing, you guys made my day!! Land this "pilot" and take a bow! Thank you!!"

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Quarterly/Annual Strategic Sessions

At Nexxlinx, we consider ourselves a solution to your problems and a partner in your business. Our mutual success hinges on regular and consistent measurement and evaluation of our relationship, our goals, and our strategies for increasing business on both sides of the table.

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