Customer conversations, managed with excellence.
Nexus Connect provides people-led customer operations: trained agents, team leadership and quality management for your sales, service and support conversations. You get a managed team, sized to the scope you agree.
Illustrative example interface
Who it's for
The problems Nexus Connect is designed to solve.
Built for
- Businesses with more leads than their team can contact
- Companies launching a campaign or entering a new market
- Teams that need support coverage without building a contact center
- Organizations that want consistent quality and reporting on customer interactions
When you're dealing with
- Leads going cold before anyone calls them
- Slow response times and inconsistent customer service
- The cost and time of hiring, training and managing an in-house team
- Little visibility into what actually happens on customer calls
Services
What Nexus Connect offers.
- What you get
- A service team or managed customer operation
- Primary value
- Provide people and customer interaction services
Inbound and outbound agents
Agents handling incoming enquiries and outbound calls on your behalf, following your processes.
Sales and lead-conversion teams
Agents trained on your offer to follow up leads, qualify interest and move prospects toward a sale.
Customer service and technical support
Front-line service and support, working from your knowledge base and escalation rules.
Lead generation and appointment setting
Outreach to identify interested prospects and book qualified meetings into your team's calendar.
Multichannel customer support
Support across the channels you agree with us, such as phone, email, chat and messaging.
Quality assurance and performance management
Interaction reviews against agreed quality criteria, with coaching for agents.
Team leadership and operational reporting
Team leaders who manage day-to-day performance, plus regular reports on activity and outcomes.
This is our service portfolio. Availability, scope and supported platforms are confirmed for each engagement during discovery.
Use cases and example workflows
How an engagement can work.
Illustrative scenario
Ten sales agents for your lead list
A company needs ten sales agents to contact its leads. Nexus can provide the agents and, depending on the agreed scope, team leadership, quality monitoring, performance management and operational reporting.
- ScopeAgree the target market, languages, hours, volumes and the outcomes you want.
- PrepareBuild scripts, objection handling and quality criteria with your team, and agree access to lead lists and tools.
- Staff and trainAssign the agents and, if in scope, a team leader and QA reviewer, all trained on your offer.
- Run the campaignAgents contact leads and record outcomes in the agreed system.
- Review and reportQuality reviews, coaching and regular reports on activity and outcomes.
Overflow and after-hours cover
A team that picks up enquiries when your in-house staff are at capacity or offline.
Appointment setting
Agents qualify prospects and book meetings directly into your sales team's calendar.
Customer win-back campaign
Structured outreach to lapsed customers, with outcomes logged and reported.
Engagement process
From first conversation to a running team.
Requirements and scope
Volumes, channels, hours, languages and the results you're aiming for.
Team design
We recommend team size, roles and the leadership and QA structure.
Onboarding and training
Agents are trained on your offer, processes, tools and quality standards.
Go-live
The team starts on the agreed date, with close supervision in the early weeks.
Quality and reporting
Ongoing QA, coaching and regular operational reports.
Pricing approach
Priced around your scope.
We don't publish fixed prices, because every engagement is different. These are the structures we typically use; the right one is agreed after we understand your requirements.
Monthly service agreement
A managed team on a recurring monthly basis, with scope set out in the agreement.
Per-agent or per-seat
Pricing tied to the number of agents or seats you need.
Campaign-based
Pricing for a defined campaign, which may include agreed performance components.
What's included in a Connect team?
It depends on the agreed scope. A team can be agents only, or can include team leadership, quality monitoring, performance management and operational reporting.
Which channels and languages can you cover?
Channels and languages are agreed for each engagement, based on your customers and our available capacity. Tell us what you need and we'll confirm what we can provide.
Will agents work in our systems?
They can work in your CRM, helpdesk or telephony tools where access is provided, or in tools agreed during setup. Access and data handling are defined before go-live.
How quickly can a team start?
Lead time depends on team size, training requirements and system access. You'll receive an estimated start date with the proposal.
How do you manage quality?
Interactions are reviewed against quality criteria agreed with you. Findings feed into agent coaching and into your regular reports.
How is pricing structured?
Common structures include a monthly service agreement, per-agent pricing or campaign pricing, sometimes with agreed performance components. We'll recommend a structure once we understand your volumes and goals.
Works alongside the other Nexus divisions
Discuss your project.
Tell us about your business and what you want to improve. We'll come back to arrange a discovery conversation.
- A short form. We'll ask for detail later.
- No commitment. Discovery comes before any proposal.
- Not sure this is the right division? Just say so, and we'll point you to the right one.
Thanks, there. Your enquiry has been sent.
We'll review it and reply by email within 3 business days to arrange a discovery conversation.
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