Norbell's complete and comprehensive training program is ideal for start-up call center professionals, as well as, advance level programs for human resource career development. We provide training in our multimedia facilities located worldwide and customized in-house training services on customer locations.

We have certified and trained instructors with multimedia training material and tools.

The following is a listing of courses offered through Norbell:
(All courses are offered at User, Support and Instructor level)

1. General Call Center Training
   1. Agent Workstation and Telephone
   2. Ergonomics
   3. Sales Basic
   4. Customer Service Basic
   5. Call Center 101
   6. Dealing with difficult clients
   7. Dealing with stress
2. Soft Skills Training
   1. Soft skill training Level 1 [Basic]
   2. Soft Skill training Level 2 [Intermediate]
   3. Soft Skill training Level 3 [advanced]
3. Technical Training
   1. Technical Training [Basic]
      • Telecommunication [residential]
      • LAN and WAN [Basic]
      • Computer and Software [Basic]
   2. Technical Training [Intermediate]
      • Telecommunication [Business]
      • Internetworking [Basic]
      • Computer and Software [Intermediate]
      • Help Desk 101
4. Technical Training
   1. Technical Training [advanced]
   2. Telecommunication [carrier & service provider]
   3. Internetworking advanced
   4. CRM and Knowledgebase [basic]
   5. Help Desk [advanced – single point resolution]
5. Human Resource
   1. HR Department 101
   2. Polices and Legislation
   3. Attendance and Workload Management
   4. Employment contract
   5. Evaluation and feedback
   6. Pay for performance
   7. HR legal and Financial
   8. HR Management and Controls
   9. Organization Structure, responsibilities and controls
6. Quality Controls
   1. Introduction to Quality Controls
   2. Elements of Quality Controls
   3. Quality Control Implementation
   4. QUALITY Auditing, Reporting, Feedback and Close looping
   5. Help Desk [advanced – single point resolution]
7. Operations
   1. Introduction to Call Center Operations
   2. Department structure, Job titles, job description and responsibilities
   3. Projects, Campaigns, Teams and redundancy
   4. Interdepartmental interfaces, correspondence and communication
   5. Attendance and workload management
   6. Minimum performance Vs. commission and Incentives
8. MIS
   1. Data and Information Management
   2. CRM and CIM
   3. Monitoring, Auditing, Reporting and Compliance
   4. Communications
   5. Systems and Applications
   6. Security, legal and Financial Controls
9. Information Technology
   1. Introduction to traditional telephony
   2. Introduction to IP telephony
   3. Advanced Internetworking
   4. Infrastructure
   5. Installations, maintenance, Support, monitoring and management
10. Advanced Help Desk and single point resolution
    1. Introduction
    2. Resource Qualification
    3. Processes and escalation levels
    4. Problems Description and Close looping
    5. Active Knowledgebase
    6. 7x24x365
11. Telecommunications Billing and Management
    1. Introduction
    2. Traditional Telephony Billing
    3. IP Billing
    4. Wireless billing
    5. E-Commerce
    6. AP, AR, Auditing, CDR Consolidation, Reconciliation
    7. Wholesale, Retail and Customer billing
12. Project Management
    1. Introduction
    2. Project management for Call Centers
    3. Project management [Basic]
    4. Project management [Intermediate]
    5. Project management [Advanced]
    6. AP, AR, Auditing, CDR Consolidation, Reconciliation
    7. Wholesale, Retail and Customer billing