May 25, 2005 10:37 ET

NOVO 1 Contact Center Wins Seventh Consecutive MVP Quality Award

Customer Care & Acquisition Center in Laurel, MD, Is Helping Clients Retain Customers and Acquire New Ones With Award-Winning Orbital Customer Acquisition Application

WAUKESHA, WI -- (MARKET WIRE) -- May 25, 2005 -- For the seventh consecutive year, the NOVO 1 Customer Care & Acquisition Center in Laurel, MD, has won the prestigious MVP Quality Award from Customer Interaction Solutions Magazine (Technology Marketing Company, "TMC"). Specializing exclusively in outbound acquisitions since 1998, the NOVO 1 Center is recognized as one of the nation's premier marketers of digital and broadband products. CIS magazine is the leading publication on quality, products, and services for the telemarketing industry.

"This award demonstrates, as clearly as any of the previous six, the NOVO 1 commitment to finding creative solutions that boost profits for our clients by effectively tapping into assets they already have," said Scott Kleinknecht, who heads the Laurel acquisition center. "At the heart of this MVP Quality Award is an application that helps clients retain existing wireless customers while they acquire new ones for less money."

Pioneered by NOVO 1, Orbital Customer Acquisition (OCA) effectively up-sells additional lines and services to current customers. While doing so, OCA can identify, and close, new customers from among relatives and friends whose communications orbit around those existing customers. Emphasizing the customer's needs and sensibilities, OCA is as powerful a retention strategy as it is a sales magnet.

"As the market for new customers shrinks, wireless companies are seeking creative customer retention and cultivation strategies to boost profits and lower acquisition costs," said Kleinknecht. The cost to acquire a new wireless customer can reach as high as five (5) times the monthly cost of the service. Between six (6) and twelve (12) months may be required to reach the break-even point for new customers. Carriers often inherit a loss when customers switch prematurely to a competitor.

According to Deborah E. Liebel, COO for the NOVO 1 Laurel center, "The Client wanted to keep the cost per sale as low as possible and achieve a specific level of quality. This award says we succeeded." NOVO 1 closed over eight (8) percent of all decision makers reached. New customers were acquired for less than 20 percent of the industry average. "Using OCA on a national scale, wireless companies should recoup expenses, and record profits, within two (2) month of a sale," Liebel says.

The MVP Quality Award will be presented at the TMC Speech-World ( Conference on May 24-26, 2005, at the Westin Park Central Hotel, Dallas, Texas. Eric Rothert of the NOVO 1 Customer Care & Acquisition Center in Fort Worth, Texas, will accept the award for the company.

NOVO 1, Inc. is a privately held organization with headquarters in Waukesha, Wisconsin. With revenues topping $70 million, the company is uniquely positioned among the Top 10 U.S. Direct Marketing firms as a provider of integrated contact marketing solutions to over four hundred business-to-business, business-to-consumer and non-profit organizations. The Company's database marketing services help clients expand their customer relationships and increase sales per customer. Business units of NOVO 1 include customized market research and analysis, direct mail design with in-house digital production and processing, inbound and outbound customer contact centers and on-line customer care systems integrated with fulfillment operations

The NOVO 1 Laurel, MD, business unit 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. The business unit is ranked as one of the nation's Top 50 outbound customer contact centers (according to Customer Interaction Solutions magazine's calculation of dialing minutes) and is the winner of six (6) consecutive MVP Quality Awards -- the industry's highest accolade.

NOVO 1 operations are located in Flagstaff, AZ; Calabasas, CA; Altamonte Springs and Clearwater, FL; Boise, ID; Dekalb and Oak Brook, IL; Dumont, IA; Laurel and Rockville, MD; Billings, Glendive and Havre, MT; Williston, ND; Bethlehem and Exton PA; Dallas and Fort Worth, TX; Lindon, UT; and, Milwaukee and Waukesha, WI.

Contact Information

  • For more information contact:

    F. Kevin Kasper
    Corporate SVP
    Market Development
    Ph: 262-827-6404

    Maurice A. Barboza
    Oveidio Communications
    Ph: 703-299-0408