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 Norbell’s Customer Service covers the entire life cycle of each product and service that we support.
The Norbell’s suite of services provides direct and immediate communications channels for your clients. This creates a consistent consumer experience and maximizes interactions with your customers in both the business-to-business and business-to-consumer markets.
Whether you need a single service or an integrated approach, we have the flexible solutions that can improve customer satisfaction, retention, and value. We help you make the most of your customer contacts by managing your customer interaction center, while you focus on your core competencies and business.
Our Goal:
First Call Resolution, satisfied customers, answer all calls promptly, don’t make promises unless we can keep them, listen to the customers, identify and resolve complains, helpful, courteous and knowledgeable staff, always go the addition step to please the client and always give something extra.
We Offer
- Professional Technology including ACD, IVR, CTI, Call recording, full reporting [including statistical and historic] available online and on-demand
- Generic and Custom Reporting - Daily, weekly and monthly – Drill Down – including full reporting and disclosure of all aspects of the campaign including scheduling, performance, sales details, dispositions, revenue, challenges, QC, etc.
- CRMs and Billing – We have our own CRM with we can customize down to micro level for any client and we work with all third party CRMs
- Full QC monitoring, control and reporting, Feedback and retraining, full customer access to information
- Professional and Qualified Team including Customer Service managers, Supervisors, Team Leaders and CSRs
- Our CRM provides full ticketing system, escalation levels, knowledgebase, reporting and full Call life cycle management capabilities
- We value your customers and job is to provide them with the highest level of customer service experience, satisfaction and unified resolution and highest retention
Our CSRs are equipped with the state of the art CRM, which offers the following functionalities to enrich the customer service experience:
- Date and Time Stamp
- Complete ticketing system with built in escalation levels and alerts
- Three different levels of CSR access to allow high volume processing with total Quality and Security.
- CSR role based access to full information pertaining to the product or service life cycle
- Complete management, statistical and historic reporting
- Easy access to call recording and Call Detailed Records
- Backend Knowledge base and support system, including FAQs, Canned Replies, Auto Responses, Internal Notes, Help Topics, Alerts and Notifications, Support History and more.
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