NOVO 1 wants to be #1 when it comes to providing call center services to its clients. Formed in 1987 and specializing in inbound and outbound customer contact, the company's services include direct marketing production, custom mail and fulfillment operations, answering services, lead generation, and database management. It operates call centers in Montana, Michigan, Texas, and Wisconsin. The company caters mainly to the financial services, health care, insurance, publishing, customer service, telecommunications, transportation, and utilities industries. In late 2009, NOVO 1 was acquired by the Michigan Opportunities Fund belonging to private equity firm Glencoe Capital.
As many players in the call center industry move their operations to India or the Philippines, NOVO 1 has been focused on expanding its call center employee count and launching new facilities in the US. In mid-2010 it opened a new call center in Holland, Michigan. The center has been growing rapidly: it had around 150 employees by early 2011, an amount it initially expected to be closer to 50.
NOVO 1 is attempting to separate itself from its pack of offshore competitors; it cites challenges in language differences and incidences in which the overseas worker simply doesn't understand the customer's specific problem as reasons to select its own US-based call center services. – less