NCO Systems Integrator Boosts Productivity, Enhances Quality

HORSHAM, Pa., Feb. 11 /PRNewswire/ -- NCO Group, Inc. ("NCO"), a global provider of business process outsourcing services, announced the deployment of a proprietary integration software, the NCO Systems Integrator ("SI"), which tightly integrates multiple systems for greater efficiency and effectiveness.

NCO uses SI anywhere where multiple systems, such as a customer information system (CIS), predictive dialer system, or other platforms need to interact.

Clients reap benefits such as reduced call handle time, lower costs, greater productivity, better compliance to work standards, more efficient and accurate updating of customer data, improved data gathering and reporting, and happier customers.

SI enhances the integration of clients' systems by enabling NCO to program efficiencies into the desktop presentation (the Graphical User Interface, or GUI) to boost call center agent productivity.  The software uses the underlying technology of our client's hosts to augment them.

Highly versatile, SI is fully customizable based on client needs and requirements. Examples of what the SI can do include:

• Aiding agents with self-pacing by providing a customized toolbar showing them how they are performing compared to goal for measures such as account handle time, number of accounts handled, average speed of answer, number of calls on hold, contacts and promises.
• Improving agent accuracy and efficiency by custom-programming the software to force a specific action when the account meets specific criteria, display warnings and messages, running checks and balances, providing recommendations, and limiting options.
• Reducing data entry time and potential errors by providing drop-down menus with call result and comment choices for agents, thereby reducing data entry time and increasing accuracy.
• Restricting access to only relevant information within the client's system.
• Ensuring that agents adhere to the client's policies and procedures for the collection and updating of information through rules-based programming. This allows NCO to implement additional data validation as well as adhere to the client's internal business processing rules.
• Scripting agent responses to customer inquiries by using NCO's logical branched scripting interface and expert systems.
• Completely automating navigation between multiple screens through point and click or by providing pop-up menus.
• Providing pertinent help screens or other informational messages to assist agents.  

"We are excited to offer this technological advantage to our clients," commented NCO COO Steve Leckerman. "NCO continuously seeks innovative ways to add value to business processes our clients outsource to us. Our Systems Integrator, and the skilled systems developers and operational experts who customize it to fit each client's specific needs, help us accomplish that outcome."

About NCO

NCO Group, Inc. is a leading global provider of business process outsourcing services, primarily focused on accounts receivable management and customer relationship management. NCO provides services through over 100 offices throughout North America, Asia, Europe and Australia.

SOURCE NCO Group, Inc.