Our vision
At NewCo we believe the customer service industry will go through a major transformation in the upcoming years. Thanks to artificial intelligence and self-servicing, inbound volumes will drop dramatically.
However the customer requests ultimately arriving in the contact center will have a much higher degree of complexity, emotions and customer expectations, and require high level, multi-skilled agents that are experts in customer experience. We are adapting to that future now.
CUSTOMER SERVICES
In general contact centers in Belgium, as employer, don’t enjoy a high reputation and encounter difficulties in attracting the right profiles. In Morocco, at the contrary, the job of a contact center agent has a high status with the direct benefit that we can attract highly educated and motivated people. Same counts for Barcelona: one of the largest cosmopolitans in Europe, attracting many young high-profile foreigners, considering the job of a customer advisor as a unique business opportunity and experience. Off- and nearshoring is much more than just looking for a strong cost reduction, it is the going the extra mile to find the right people, delivering operational excellence and an outstanding customer experience in all customer service activities.
BUSINESS PROCESSES
Back office activities are a major contributor to an excellent customer experience. Recent research shows even that the back office is ultimately responsible for 40 percent of the customer satisfaction. Companies that have successfully “blended” their front and back office activities not only provide better customer service but also enhance operational performance, reduce costs, and improve employee morale and motivation. At NewCo we have realized a smoothless integration of front-office and back-office, resulting in an outstanding end-to-end customer experience.
360 DEGREE
In order to realize an optimal customer experience you have to engage with your customers with the right channel, at the right moment. Customers nowdays expect to receive service via the channel of their choice, in the language of their choice and this around the clock, 7/7. NewCo offers a full service, day and night, 365 days a year without interuption, allowing your customers to get serviced at their convenience.
CONSULTANCY
We are not a traditional consulting company. With our extensive industry expertise and experience we provide pragmatic, proven recommandations that work. We do this through a thorough analysis of your current operations and proceses, mapping your customer journey and exploring use of new channels and technology to optimize the customer experience. Acting as a strategic partner, NewCo is constantly looking for better ways to increase revenue, reduce costs and improve overall performance.