The following is a listing of courses offered through Norbell:
(All courses are offered at User, Support and Instructor level)
Career
Professional Training and Certification
General Call Center Training
- Agent Workstation and Telephone
- Ergonomics
- Sales Basic
- Customer Service Basic
- Call Center 101
- Dealing with difficult clients
- Dealing with stress
Human Resource
- HR Department 101
- Polices and Legislation
- Attendance and Workload Management
- Employment contract
- Evaluation and feedback
- Pay for performance
- HR legal and Financial
- HR Management and Controls
- Organization Structure, responsibilities and controls
Quality Controls
- Introduction to Quality Controls
- Elements of Quality Controls
- Quality Control Implementation
- QUALITY Auditing, Reporting, Feedback and Close looping
- Help Desk [advanced – single point resolution]
Operations
- Introduction to Call Center Operations
- Department structure, Job titles, job description and responsibilities
- Projects, Campaigns, Teams and redundancy
- Interdepartmental interfaces, correspondence and communication
- Attendance and workload management
- Minimum performance Vs. commission and Incentives
MIS
- Data and Information Management
- CRM and CIM
- Monitoring, Auditing, Reporting and Compliance
- Communications
- Systems and Applications
- Security, legal and Financial Controls
Information Technology
- Introduction to traditional telephony
- Introduction to IP telephony
- Advanced Internetworking
- Infrastructure
- Installations, maintenance, Support, monitoring and management
Technical Training
- Technical Training [advanced]
- Telecommunication [carrier & service provider]
- Internetworking advanced
- CRM and Knowledgebase [basic]
- Help Desk [advanced – single point resolution]
Advanced Help Desk and single point resolution
- Introduction
- Resource Qualification
- Processes and escalation levels
- Problems Description and Close looping
- Active Knowledgebase
- 7x24x365
Telecommunications Billing and Management
- Introduction
- Traditional Telephony Billing
- IP Billing
- Wireless billing
- E-Commerce
- AP, AR, Auditing, CDR Consolidation, Reconciliation
- Wholesale, Retail and Customer billing
Project Management
- Introduction
- Project management for Call Centers
- Project management [Basic]
- Project management [Intermediate]
- Project management [Advanced]
- AP, AR, Auditing, CDR Consolidation, Reconciliation
- Wholesale, Retail and Customer billing
Soft Skills Training
- Soft skill training Level 1 [Basic]
- Soft Skill training Level 2 [Intermediate]
- Soft Skill training Level 3 [advanced]
Technical Training
-
Technical Training [Basic]
- Telecommunication [residential]
- LAN and WAN [Basic]
- Computer and Software [Basic]
-
Technical Training [Intermediate]
- Telecommunication [Business]
- Internetworking [Basic]
- Computer and Software [Intermediate]
- Help Desk 101
