Call Center Services
We offer premier contact center services, with solutions to fit just about every scenario our clients require. Whether customer care, sales, tech support, retention, or affinity, our handpicked partner centers will deliver the results you expect and demand. We have gone to great lengths to select only the very best owner-operated centers throughout Central and South America where English mastery and accent-neutral speech are the minimum requirements, not the exception. Our PCI, ISO, and HIPAA-compliant centers cater to clients with some of the most stringent governance and compliance requirements in the world. To become a certified center, our partner facilities must pass a thorough audit and inspection process where all aspects of the organization are evaluated. Only one in 10 centers passes our selection criteria, ensuring only the very best program performance.
Global Market Research
Nidrah Global has fully leveraged big data and the information age to amass a substantial amount of market data for hundreds of leading contact centers in Central and South America. When you subscribe to our Premium Services, we’ll give you direct access to all of this rich data so that you can keep abreast of the global market, compare cost and pricing, scan for new partners, evaluate regions, and conduct feasibility studies without having to travel extensively to the regions in order to evaluate the centers first hand. Our data will save you time and money and allow you to make the best decision possible by putting key global market data at your fingertips.
IT Compliance
Our call center technology experts will work with your center to ensure your architecture and infosec strategies will deliver a level of service worthy of a 99.9999 percent rating. We’ll help you identify the gaps, point out your vulnerabilities, and help you mitigate them through effective remediation strategies to ensure you realize maximum benefit from your call center technology investments. Our Advisors will help your call center build the right technology roadmap with the right level of investment, ensuring your center remains globally competitive.
Services Bench Marking
Want to know where your center ranks among other top nearshore or onshore call center providers? Are your customer experience, FCR, AHT, sales, and retention metrics on par with the rest of the global call center community? Subscribe to our Premium Services, and you’ll have access to all of our center assessments, including all available performance data from the center. We’ll help you make the most informed decision regarding where to place your program.
Program Management
Nidrah Global offers full-service program management under a “thin management” model. Clients with sophisticated, mature outsourced operations shouldn’t have to double pay for a supplier's overweight management structure, especially when the client doesn’t really directly benefit.
Nidrah Global has solved this by offering our clients program management support through a dedicated client services account manager while at the same time maintaining a lean internal management structure. This helps to keep prices low and allows clients to avoid double paying for a supplier management team they can never fully utilize.
Process Design and Engineering
The key to operating an efficient, high-performing center lies in the efficiency of the center's backbone. Has your center created a process backbone consisting of a series of repeatable steps that integrate across all functions? Does your process backbone contain the necessary controls to ensure compliance, quality, and process integrity? Is your process documented and optimized with redundant or non-value-added steps removed? Nidrah Global follows a “Big Four” style approach to both auditing and designing/redesigning a process backbone for your center that ensures optimal performance.
Crypto-Certified Services
In response to a recent study, a new service has been created to assist clients in integrating blockchain-based solutions into their businesses and investments.