Customer Care

Norbell customer care agents are brand care specialists and their only priority is dedicatedly taking care of your brand image and honestly representing your company to your customers. Norbell inbound customer care agents engage themselves in your brand by gaining hands-on knowledge by product training and if possible by using it, so they can speak with confidence when talking to your customers.

Norbell ensures exceptional customer experiences by being first-class customer care agents. We keep your account managers and customer care agents on the same page so that they can communicate with you with ease. Norbell has no layers of management standing between you and your account managers and agents. At Norbell your account managers and customer care agents think of themselves as working for you and always answer questions about you as if they did.

Norbell strongly believes that every brand has its own personality, and one inbound customer care agent may be better suited to representing it than another. Norbell has developed proprietary call center recruiting, training and management processes that get the right people representing the right brand, in the right way.

Norbell’s call center agent training facilities, dedicated trainers, and customized training programs prepare best customer care specialists to speak your brand and meet the customer satisfaction metrics you specify.

Norbell encourages customer care agents to take the initiative in solving problems. With this superior, personal service your customers become loyal customers and even advocates for your brand or services.

Norbell’s proprietary technology that supports delivering outstanding customer care is flexible—another key differentiator in the industry. Norbell can do the necessary integration to use your existing platform, or can build the operations workflow on our patented platform, and still incorporate your business rules.

Norbell’s implementation team closely works with you to specify business objectives, quality metrics, key performance indicators and more. Norbell provide web-based reporting to measure any aspect of customer care service you want to monitor, including customer wait time, average call length, abandonment rate, conversion rate, and more. Norbell can also integrate this real-time data into your existing reporting infrastructure.