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NOVO 1 Earns Gold Honors for its 9th Consecutive Industry MVP Quality Award

Waukesha, WI (PRWEB) May 31, 2007 -- NOVO 1, Inc., a leading provider of one-to-one marketing services, announced top honors received on behalf of a Fortune 100 client for sales of Digital Subscriber Lines (DSL). The NOVO 1 teleservices team in Laurel, Maryland, exceeded the Client's expectations for sales performance and confirmed business contracts. The NOVO 1 solution incorporated an Internet-based fax server technology, designated FaxCon, which streamlined the contracting process for DSL services and enhanced the customer service experience.

Deborah E. Liebel, Chief Operating Officer of the NOVO 1 Laurel, Maryland, unit that received the accolades, explained that what began as a routine business-to-business DSL tele-sales program was "thrown a curve." "We were the client's acknowledged number one vendor for over two years. But when the client required all vendors to switch from Third Party Verification of telephone-based sales ... to documentation with written contracts ... we knew that nothing less than a seamless solution using the Internet would work. That's when we developed our FaxCon solution."

The FaxCon technology developed by NOVO 1 allows the telephone sales representatives (Reps) to automatically populate any document, such as a sales contract, using any PC-based application, whether it is Microsoft Word, Excel or PowerPoint. Conveniently accessible from the desktop, NOVO 1 Reps can track the status of contracts they have initiated through their call center systems, schedule callbacks to the customer and document the transaction is completed. With the Web-based FaxCon technology, the sales contract is populated in real time while the customer is on the phone with the NOVO 1 Reps; then transmitted to the customer and transferred back to the Rep, all on-line.

Liebel says that NOVO 1 initially risked losing the client when she and her team decided to shut down the project for nearly six months to perfect the Web-based solution as a customer service tool. "Our competitors took the easy route. They turned to fax machines that we considered not up to the task." The results, she says, "were starkly different." NOVO 1 achieved 120 percent of the client's projected sales goals while competitors achieved only 80 percent. NOVO 1 exceeded the average sales per hour of competitors by 40 percent and reduced anticipated contract cancellations by more than 50 percent.

Washington Jones, Call Center Director at the NOVO 1 Laurel unit, said, "We remained faithful to the pay-for-performance model perfected by NOVO 1. That model obligates us to do nothing to reduce the efficiency of our NOVO 1 Reps and requires us to do everything we can to increase the Reps earning capacity. Requiring our Reps to use fax machines and become paper-pushers would have cut into their selling opportunities. We were willing to risk losing the entire program to avoid upsetting our proven sales model and compromising our team."

In so doing, NOVO 1 has won the 2006 MVP Gold Quality Award from Customer Inter@action Solutions magazine (CIS). Technology Marketing Corporation (TMC) the recognized industry authority on teleservices publishes CIS. TMC evaluates submissions for the Award that typically average 18 pages in length and assigns ratings for evaluation points in the areas of human resources, technologies, customer services, ergonomics and public image.

NOVO 1 has received the coveted MVP Award for nine consecutive years for its B2B and B2C telephone-based sales of products and services ranging from energy and utilities to Voice over Internet Protocol (VoIP), digital broadband, cellular phones, and local and long distance telephone services.

NOVO 1, Inc., headquartered in Waukesha, Wisconsin, focuses on the one-to-one customer experience. Business operations of NOVO 1 include market research and analysis, inbound and outbound customer contact centers and on-line customer service systems integrated with direct mail and personalized print-on-demand systems. As a provider of one-to-one communication services to over four hundred clients, NOVO 1 ranks among the Top 50 U.S. Teleservices companies in business-to-business, business-to-consumer and non-profit marketing.

The NOVO 1 Laurel, MD, business unit, directly serves leading telecommunications companies and focuses on high-tech business-to-business and business-to-consumer outbound teleservices, including digital broadband products and services, energy, local and long distance, paging, telephone sets, DSL, T-1s, T-3s, and calling and term plans.

For more information contact:
F. Kevin Kasper, Corporate SVP, Market Development for NOVO 1, Inc., Phone: 262-827-6404
Maurice A. Barboza, Oveidio Communications for NOVO 1 Laurel, Phone: 703-299-0408

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