Norbell Training Services

In a contact center operation, hiring skilled agents and employees is a must. CSR’s should be trained often for specific roles and responsibilities that reflect their expertise. To determine the distribution of contacts and maximize the effectiveness of the staffs, choose the appropriate training program and tools with workflow process support and skills based routing.

Once these CSRs have been hired and trained, motivating and retaining them is as important as keeping customers. They need keep up on support methods, products, and processes. Training materials should be kept up-to-date so that agents can satisfy customers in the best manner.

Advanced training, recognition, and competitive salaries are essential in retaining an effective, productive, call center workforce.

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

Management Courses

  • Project Management
  • Management Techniques
  • Manager 2000
  • Effective Supervisor
  • How To Manage Your Team to Success

Technical Courses

  • Windows
  • MS Office
  • Database - SQL, Oracle and Access
  • IVR
  • CTI
  • Telecommunications

Soft-skill Courses

  • Customer Care
  • Stress management
  • Time Management
  • Organization Skills
  • Contact Management

Agent Training Program

Norbell is having the best training material and one of the finest call center trainers in the industry. Our training program is designed and developed by the industry experienced professionals and comprise hardware and software training.

Norbell is recognized and approved by many municipality and governments world wide. Our prestigious training institutes deliver high quality graduates in multiple languages.

Training Highlights

  • Introduction of the call center concept:
  • Introduction of the workplace
  • Setting up a workplace
  • Introduction to neighbours
  • Introduction to Software and Hardware
  • Basics of Customer Service
  • Motivation, Attitude and Etiquette
  • Basics of Interpersonal Communication
  • Vocal Skills and vocabulary
  • Questioning Skills and Listening Skills
  • Responding Customer Call and Customer Satisfaction
  • Dealing with challenging calls
  • Ergonomics
  • Stress Management