What services does NexGen Contact Solutions provide?
NexGen Contact Solutions offers inbound and outbound customer service, technical support, sales, collections, and back-office solutions—all delivered through our 100% remote workforce using the NexGen Virtual Office platform.
Where are your agents located?
All our agents work remotely. This allows us to recruit top talent worldwide while maintaining flexibility and cost-efficiency.
What is the NexGen Virtual Office?
It’s our virtual business communication platform for all work environments
How do you ensure quality and compliance?
We use live monitoring, call recordings, QA scorecards, and real-time feedback tools within NexGen Virtual Office. Our HEART Model also reinforces values like integrity, empathy, and accountability.
Do you offer bilingual support?
Yes. Bilingual agents undergo a rigorous certification process that includes language proficiency testing, cultural competency screening, and program-specific training.
What is your average agent tenure?
Our agents average 14 months of tenure, while leadership and support personnel average 2 years—well above industry norms.
How do you manage scheduling and staffing?
We offer 4, 6, 8, and 10-hour shifts. Schedules are customized per client and managed through our NexGen platform, which provides real-time visibility into staffing and call flow.
What is your attendance policy?
We use a point-based system for tracking infractions like tardiness, early departures, and absences. It’s a progressive disciplinary model with clear warnings and coaching at each stage.
How quickly can I get started with NexGen Contact Solutions?
The launch timeline depends on the complexity of the program, including training requirements, system integrations, and staffing needs. For straightforward programs, we can begin operations in as little as 3 business days. More complex implementations—such as those requiring custom workflows, advanced technical support, or multilingual staffing—may take up to 30 days to ensure a seamless and high-quality rollout. Our NexGen Virtual Office platform allows us to accelerate onboarding, training, and performance tracking, making rapid deployment both efficient and scalable.