People

Expert Leadership. With over 80 years of experience, NCO offers practical expertise in all areas of outsourcing. Our management team has extensive experience across a broad spectrum of industries and brings to NCO the best-practices from each. We offer deep intellectual capital with a consistent track record of results.

Qualified Workforce. Our clients access our world-class expertise through our team of approximately 30,000 client service professionals. With in-depth training, ongoing professional development, performance-driven programs, and a demonstrated retention strategy, our staff is well-versed in both outsourcing best practices and in our clients' business practices, culture, and needs. Access to offshore labor provides our customers with increased cost savings and the availability of highly educated and trained resources that provide a seamless customer interaction.

Customer Focus. Customer satisfaction resonates throughout the entire NCO organization. From customer service representatives to collectors and from the client services team to the executive team, each NCO employee is educated on the importance of consistently delivering the high quality of customer contact our clients require. We determine the best techniques and solutions for measuring customer satisfaction, which can include our own as well as third-party and client-based systems. We offer real-time call monitoring so that our customers - and our own team - can survey the effectiveness of our people and measure customer satisfaction.

Results Driven Culture. Whether exceeding client revenue goals through accounts receivable management or improving customer satisfaction and loyalty through customer relationship management, NCO's team of customer contact professionals make generating client results their number one goal. Our incentive based culture ensures the NCO team is highly motivated to reach our clients' objectives and provide the top quality customer contact they require.

Processes

Proven Outsourcing Model. NCO is a longtime leader in managing outsourced, customer-facing processes. Our proven success in generating revenue in the receivables management space and ensuring customer satisfaction in the customer relationship management space offers a proven infrastructure to support the full scope of non-core business process outsourcing. NCO has redefined the BPO market to focus on non-core outsourcing, and the essential non-core functions that follow a customer through all stages of the lifecycle, from acquisition to growth to care to resolution. The end result is our Customer Lifecycle Management, delivering access to people, processes and technology on a global basis to support a company's essential non-core business process outsourcing requirements.

Domain Expertise. NCO's processes and solutions are designed to support companies of any size with their essential non-core outsourcing needs. Our best-practices approach spans all industries with dedicated teams that draw upon the resources of a $1.5 billion corporation, but operate as independent business units - a small company approach that translates to responsive service and a genuine commitment to exceeding our clients' expectations.

Compliance Focus. NCO's corporate compliance program works to ensure adherence to compliance-related issues at all levels of our organization and across disciplines for the purpose of providing uninterrupted service from our key resources - our technology and our people. At the core, physical and information security compliance activity, including external certifications such as our SAS 70 and CISP certifications, protects the technology we rely upon so that all other customer processes can count on these protections. A multi-faceted approach to compliance issues around Human Resources practices, including education and training on applicable regulations including the Fair Debt Collections Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA), and the requirements of the Health Insurance Portability and Accountability Act of 1996 (HIPAA), and Gramm-Leach Bliley and our employee relations practices, protects our team and our clients from adverse action. Our operations team performs a rigorous self-assessment process including site visits to ensure practice matches policy in all compliance matters. Our customers can also rely on our in-depth financial compliance program which documents and tests the effectiveness of our internal controls. We also maintain and update an internal Do-Not-Call list as well as federal and state lists, and conduct regular on-site audits of operations at each contact center.

Quality Assurance. NCO consistently receives the highest ratings from our clients for quality and customer satisfaction. We have created a state-of-the-art Quality Center, which features centralized monitoring in controlled environments, with a dedicated quality assurance staff to regularly measure and improve the quality of our services. 

Technology

Leading-Edge Technology. NCO has implemented a scalable, technical infrastructure that can flexibly support growing client volume while delivering the highest levels of service. Our customer contact centers feature state-of-the-art technologies, including predictive dialers, digital switching, digital recording, workforce management systems and automated call distribution systems.

Networked Global Presence. Our network of centers spans the United States, Australia, Antigua, Barbados, Canada, India, Guatemala, Panama, the Philippines, Mexico, and the United Kingdom. We offer offshore, onshore and near-shore capabilities to optimize quality and costs, translating to maximum ROI for our customers. Using dedicated bandwidth, all NCO contact centers receive secure, live data feeds with which to conduct customer contact activities. A wide-area network (WAN) connects our customer contact centers, clients, and business partners to our data center. The WAN network features more than 500 circuits, over 450 Cisco and Juniper routers, more than 1000 LAN switches, and over 50 firewalls.

Total Security. The NCO data center is highly secure, accessible to authorized personnel only. A keycard system automatically records each time a person enters the center, and closed circuit cameras record all activity. Using dedicated bandwidth, all NCO contact centers receive secure, live data feeds with which to conduct customer contact activities. A wide-area network (WAN) connects our customer contact centers, clients, and business partners to our data center. The WAN network features more than 200 circuits, nearly 200 routers from Cisco Systems, more than 300 LAN switches and multiple firewalls.

Analytic Solutions. NCO uses its proprietary pattern recognition technologies to predict which of your customers will defect or grow months before they do. As a result we create "hot lists" to facilitate integrated customer management outreach programs. Similarly, for customer acquisition programs, we use our predictive technologies to laser target those prospects with the highest propensity to buy. In doing so, we deliver unparalleled sales per hour rates. Beyond making predictions of behavior, our systems will also provide key marketing intelligence so that we can deliver the right offer to the right customer at the right time with a relevant positioning. Our predictive technologies, coupled with our ability to professionally design and execute both outbound and in-bound campaigns, are yet further evidence of NCO's position as an innovative outsource partner.

Backup & Redundancy. The hub of the NCO network is our data center, located at our corporate headquarters in Horsham, Pennsylvania. The 10,000-square-foot data center is manned on a 24x7 basis and houses the servers and infrastructure that support all company operations. There are several UNIX-based, Hewlett- Packard HP-9000 servers running on HP-UX version 11.i, with one configured as a fail-over in the event another experiences difficulty. We also have an agreement with SunGard Recovery Services, maintaining complete dual network connectivity to expedite hot cutover of the systems in the event of a disaster or other interruption.

At NCO, our people, the processes they enable, and the state-of-the art technology they use represent one of the most powerful competitive tools your organization can offer to position itself for success. We offer a technically advanced and integrated platform that has been accessed by companies of all sizes. Our contact centers set the standard for quality customer contact and results-driven accounts receivable management. Our experience allows you to overcome market challenges, anticipate and manage change and move your business to where you want to be. Our global network and proven operational approach ensure uniform implementation of your customer contact anywhere in the world-as quickly and economically as possible. With a client history spanning over 80 years, NCO is truly the most trusted pioneer in essential non-core outsourcing.