I. Inbound Solutions
Northwest (NDM) has built its reputation by being able to consistently exceed our client’s expectations. We can only do that by giving every inbound call the attention it deserves, 24 hours a day, 7 days a week, 365 days a year.
Our fundamental belief is that performance and quality can only be built and sustained by setting high expectations of performance for all of our staff, empowering them with access to training and the latest technology, holding them accountable, and providing a workplace that is stable and rewarding. Our state-of-the-art technology and learning systems are designed to provide agents with the tools they need to handle every call effectively and efficiently, provide quick feedback on calls, and to make improvement training available during and after work hours.
All of our services below can be delivered through email, chat and inbound calls.
NDM's Inbound Solutions include:
|Customer Care Sales & Support
||Customer Insurance Claims
|Credit Card Activation
|Debt Collection First Stage
||Debt Deferment Acquisition
|Direct Response Sales
||Order Processing & Verification
|Product Support Services
||Technical Support Services
||Up-Selling & Cross-Selling
II. Outbound Solutions
NDM has provided outstanding client-centric performance for more than 15 years, setting the standard for customer acquisition in the areas of business-to-consumer and business-to-business marketing for some of the leading brands in the US.
As an American Teleservices Association SRO certified provider, our company is committed to providing safe compliance calling. Our employee’s are trained and retrained on compliance requirements and client products and benefits in order to drive sales performance while minimizing post-sale cancellations.
Our Quality Assurance Department provides quick feedback on calls to floor supervisors and agents alike. This real time monitoring supports both compliance and performance.
Our account managers have, on average, 12 years of experience in the teleservices industry. That experience allows them to effectively manage lists and performance metrics.
Combined with our superior predictive dialers (many are not predictive at all), scripts designed around buying behavior, real-time monitoring (including blind monitoring), automated reporting, training and performance rewards for agents, our clients enjoy unparalleled success with their outbound campaigns.
NDM's Outbound Solutions include:
||New Customer Acquisition
||Direct Contact Follow-Up
|Product Support and Satisfaction Surveys
||Up-Selling & Cross-Selling
III. Back Office Support
Our clients depend on the back office, but it generally is not their core business. NDM can help. Our cost efficient solution permits clients to realize cost savings as well as productivity gains for core services by allowing us to provide support services that are accessible, secure, and designed around advancing their directives.
NDM's Back Office Solutions include:
|Accounting and Payroll
|CRM Data Management
||Invoicing & Collection
|Fulfillment & Order Processing
|Legal Class Action Management & Processing
||Credit Card Processing, Security & Verification
|Return Handling and Processing