FAQs

  • 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.

  • All our agents work remotely. This allows us to recruit top talent worldwide while maintaining flexibility and cost-efficiency.

  • It’s our virtual business communication platform for all work environments.

  • 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.

  • Yes. Bilingual agents undergo a rigorous certification process that includes language proficiency testing, cultural competency screening, and program-specific training.

  • Our agents average 14 months of tenure, while leadership and support personnel average 2 years—well above industry norms.

  • 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.

  • 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.

  • 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.