Many organizations are realizing that, with today's computer and communications technology, well-managed Call Centers can generate substantial income for their operations. The Call Center approach also ensures that you have a complete and accurate record of transactions.

Implementing a Call Center to handle all of the incoming orders will ensure a consistent high quality of customer interaction and maximum revenue per call. Trained staff will provide fast friendly service and allow the customers to concentrate on their core business - making or delivering service. Since typically the labor component makes up approximately 65% of a call center's operating budget, it is critical that you are equipped with the tools and knowledge to maximize this asset.

Norbell Call Center Professional Services "Amar-Job" consultants are internationally acclaimed as the experts in Call Center start-up and ongoing performance management and are unequaled in their ability to transfer this knowledge to your organization.

Our four hiring and training centers in India, in addition to the one in Canada have supplied human resource for the past 20 years worldwide.

For the startup phase of the total solution we're proposing will screen, test, hire and train the initial agents and supervisors and equip them with the appropriate Call Center skills and tools. We will deliver a 'Call Center qualified' staff ready to handle the incoming business with skill an enthusiasm.

Since over-staffing results in higher costs and lower productivity and under-staffing leads to lost revenue and lower service levels it is critical that your managers are able to forecast call volumes and optimize your resources on a predictive and real-time basis. We will teach your managers and supervisors the concepts necessary to understand service level management and 'managing customer wait time' at the lowest possible cost. Training and software will be provided to enable them to build call forecasts and agent schedules for your start-up phase, complete with training for the ongoing scheduling and forecasting as your operation grows in size and scope.

Our software will reduce the administrative time that your supervisors spend on schedule preparation, giving them more time to be proactive in coaching, training and motivating agents. They will have more information to make decisions, ready access to data to discuss and negotiate work schedules, and simulation tools to evaluate the impact of sudden changes. Management of agents' non-phone activities such as meetings and training will be managed easily and your agents will have more definite work schedules with fewer last minute changes. The supervisors will be able to produce 'what if' forecasts and long-range budgets.

These schedules can be sent over internal E-Mail or the Internet and with its open architecture, our software can interface with payroll and accounting systems and other databases such as Oracle, SQL, etc.

In order to ensure maximum productivity and quality we will work with your managers and supervisors to develop the standards and objectives necessary to ensure that all staff understand and are able to contribute fully to your bottom line. Your personnel will know how to monitor, analyze and coach the agents in order to identify any skill gaps and provide assistance to the agents in developing the required skills and knowledge.

We will ensure that your agents have the necessary communication and customer service skills to complete the caller transactions and to up-sell and cross-sell to your advantage. We'll ensure that they understand your 'quality call definition', and their individual impact on service quality and customer wait time. Manuals for ongoing reference and certificates of completion are also part of the solution provided.

Once the Call Center is operating in good order we will continue to equip your management / supervisory team with the skills to ensure a profitable operation. Hiring the wrong person is a costly mistake for any company to make. Wasted management time, advertising expenses, productivity losses and training costs usually add up to at least 1 or 1.5 times the annual salary of the person. But in a Call Center where the quality and skills of an agent have a direct impact on customer satisfaction and revenue, the wrong choice could cost you much more.

Our Amar-Job program, which is based on the best practices of the human resources discipline and adapted to the Call Center environment, will enable your managers to define new positions (such as the outbound or service bureau agent, support staff or trainer) and hire your own staff on a going forward basis.

Your staff, from the Call Center and / or head office, will learn to develop job profiles, learn the elements of an effective Call Center compensation plan, develop the interview and exit interview strategies and templates and create targeted advertising. They will be equipped to prepare your interview scripts, conduct telephone and behavioural interviews, make an objective and clear selection, deliver the good news as well as the bad to your candidates (in a way that will promote your reputation as a preferred employer in the community) and execute the orientation and training plans.

We will also prepare and distribute motivational assessment questionnaires, analyze the findings and submit a report of recommended motivational programs directly related to your organizational goals.

The Norbell Call Center Professional Services Team can design and implement many other Call Center processes, management and technical solutions for you. We look forward to hearing from you through our sales team.