What makes a great offshore inbound call center outsourcing service? Is it the ability to get to customer calls quickly, with a minimum of on-hold time? That's a step in the right direction, surely, but how about getting the customers' questions completely answered? What about knowing your company, your products and services, your customers, and using this knowledge to recognize up sell and cross-sell opportunities?

For an offshore outsourced call center, inbound services should be seamless, completely transparent to your customers, an extension of your company. When you outsource your inbound call center service with Norbell, you're partnering with a company that has experience in the customer care industry.

Our years of experience have taught us the importance of continual training and constant improvement. We're always honing and upgrading our industry-leading tools, exploring new technologies and looking for ways to make the best inbound call center service a little better. Our agents are among the most talented in the industry, and we train them not only on emerging trends in customer service, but exhaustively on your company, your products and services, your culture until a call to our inbound call center service is indistinguishable from a call placed directly to your company.

Our experience across a number of industries has provided us with the ability to customize our offshore inbound call center out sourcing service to suit any situation, any business, and any industry.

Norbell’s Customer Care: a mindset included for customer communication.

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.

Norbell will focus on providing you superior order taking and management solutions suitable to your demand.

Customers call a toll free number to place orders from catalogues, brochures, and even flyers from popular fast food chains!

Norbell inbound order taking agents uses the state of the art CRM in taking the customers’ orders and this software could perform the following:

Pizza Industry is very unique and requires Pizza businesses to have unique, innovative and proven solutions to have a competitive winning edge. Norbell brings three decades of Call Center and Telecommunications Industry experience to offer one of the most professional “Remote Pizza Agent” program globally.

Our main strength is our people, who are fully qualified in the Pizza order taking, customer service and store support operations and process; they are professional and reliable. Our team is Passionate about what they do.

We provide fully dedicated call center service to each client, with no overlap or sharing or resources or infrastructure.

Our Infrastructure is tested and proven, fully redundant, secure and reliable. Housed in Carrier class data centers located at 151 Front Street, Toronto, 55 Yonge Street, Toronto, Pathways Communications, Markham and Hamilton. All these locations are in Canada and they are fully load balanced and diversified.

We never comprise quality and standards, which are the fundamental basis of our service delivery. Along with having very strict quality standards and guidelines, we conduct proactive monitoring to ensure Audits, Feedbacks and problem resolutions.

Pizza Order Taking requires qualified and proficient agents, who are dependable, fluent in language and knowledgeable in product.

The Order taking aspect of the Pizza business has its Peaks and Lows in the volume of incoming calls and how you manage these peaks and lows decides your success or failure.

Norbell has perfected the science of Pizza Order taking and we do it with passion and professionalism. We are able to provide qualified and dedicated agents at a fraction of the price at which our clients can own and run their own call centers. This way you can concentrate on providing the best pizza and we will look after the running of your call center.

Service levels are set and regularly monitored to ensure compliance. Our Average Order taking time varies between 1 minute to 2 and a half minute, depending on the level of verification our client requires. We plan for less than 30 seconds of Response Time in the queue and less than one percent abandon rate.

Daily reports are provided to all responsible personnel to communicate agent strength, scheduling, performance [daily, weekly, monthly and to-date], Cost, Revenue, road blocks and challenges, feedback and suggestions etc.

Our QC monitoring team conducts regular evaluations, feedback and training sessions to ensure the best quality in service and performance. Every aspect of the agents work is monitored and recorded; unqualified agents are quickly identified and replaced to ensure success.

Pizza Customer Service and Support

Customer Service and Support provided by any Pizza business decides how they retain and grow their customer base or slowly loose it to the competition.

Our customer service and support executives are fully trained and qualified to provide your customers the best experience available in the industry. They are sympathetic and understanding, they listen to the customers problems and find the best solution to resolve and guarantee positive results.

Daily reporting to all responsible personnel ensures all aspects of operations are under regular audit and compliance. We guarantee close- looping of all open items to satisfy our clients and win new business.

We capture and record all aspects of the call to ensure accuracy, quality and professionalism. These are later used for training and improvement of our personal.

Customer is always right and we do everything possible to make them happy, satisfied and continuing to keep their business

Norbell’s support after the sale is as important to keeping a customer as the sale itself.

The goal of Norbell  IT Help Desks and tech support centers is to provide product information, product use information, and technical assistance on web sites that are accessible 24 hours a day, 7 days a week. This role is expanding as firms seek to outsource a greater breadth of solutions to a fewer number of service providers. The help desk has now become a hub of the enterprise, delivering greater value to the business as a whole

Whether it is a new toy or a new car; product operating instructions, construction

Norbell’s helpdesk services provide your customers with round-the-clock support and dedicated customer care representatives, without the high costs associated with providing an in-house helpdesk.

Setting up helpdesk facilities, maintaining and training a team of operators and managers is expensive and is a real cost that lowers your bottom line on a daily basis; while, outsourcing is viewed as a deductible business expense.

In addition to providing a tax-friendly alternative for your business, outsourcing your helpdesk allows you to focus your attention on your core business.

There are two types of Help Desk Services Norbell Offers:

Technical Help Desk

Norbell’s Technical Help Desk offers customers the following services:

  • 24x7 technical phone supports through a toll-free number.
  • Routing to field dispatch when on-site maintenance is required (for customers with service contracts or with a request for service on a time and material basis)
  • Customer access to extensive information via the World Wide Web:
    • Technical product information and FAQ’s
    • Non-billable software updates via the World Wide Web (what is considered non-billable software updates)
    • Maintenance releases
    • Software release notes

End-user Help Desk

a). Phone Support per user per year:

  • 9 am to 5 PM, Monday to Friday (does not include weekend & holidays).
  • This is remote Access dial-in help desk only and is defined by the following demarcation points:
    Location: PC must be powered on with the dial-up software running properly.
    Central Location: Support will be provided up to the security server identification and authentication.

b). Phone Support per user per year:

  • 7X24X365, including weekends and holidays.
  • This is remote Access dial-in help desk only and is defined by the following demarcation points:
    Remote Location: PC must be powered on with the dial-up software running properly.
    Central Location: Support will be provided up to the security server identification and authentication
Our Company’s CRM software enables fast execution, input of data, large scale database access and live reporting.

Norbell’s patented, owned software launches a specific web page as soon as the call is detected, enabling our agents to interact more quickly with the customer. Norbell’s CRM as well as the OPAL CRM, has been proven very useful to both our outbound and inbound campaigns.

Norbell’s crisis management program includes professional handling of calls, inquiries and actions to take should there be any event that can cause negative results to call center operations (e.g natural disasters strikes, human error, false rumors, power failures, product is recalled)

The Norbell e-mail support service has become an increasingly important factor both marketing and corporate services

Now you can make follow-ups on customer’s orders and inquiries using Norbell’s e-mail services. Whether it is sales, reporting, follow ups or inquiry, campaigns use email in a central or supporting role. This medium of communication has been used by our literate Norbell Specialists who understand the nuances of writing for the medium.

We can instantly setup your inbound call center for any of the above mentioned services. To get started with us or to ask any of your query please contact us, send us an email using request free quote form below.

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