Quality Monitoring Services

Quality monitoring is one of the most effective methods for improving the level of service you provide to your customers. Not only can it improve the customer experience, it can also improve overall call center performance, identify areas for training or process improvement opportunities while facilitating employee development.

Norbell quality service frees you and your staffs enabling you to focus on optimizing center performance. By providing selft developed and tested call quality analysis combined with hosted analytics, Norbell delivers service quality information on your call center, giving you the business intelligence you need to improve and maintain service quality.

BENEFITS OF NORBELL QUALITY MONITORING

Reduce the cost of quality monitoring

Save time and resources for focus on critical center operations and service improvement activity.

Improve coaching of service & support agent

Build your service-oriented culture agent by agent with specific, actionable recommendations for change.

Give more frequent, timely feedback to customer service and support agents

Call center quality monitoring occurs reliably and on schedule with reports available online in real-time.

Gain customer insights that influence future call center strategies

Reports include both quantitative and qualitative information giving new understanding of customers.

Gain third-party expert perspective on your operations

Norbell quality analysts and managers draw on their extensive experience in customer service analysis to provide new insights into your service quality.

Spend little or nothing on software or hardware

With our hosted solution, there is no need to purchase special software or allocate server resources. There is no software to load or maintain.

Customized quality measures that advance your call center strategy

Utilizing the latest industry research and best practices, Norbell develops customized quality standards specific to your operations and customer base. Sage Analytics gives you the information you need to make informed decisions.