Virtual Office Agent
Norbell has recently completed their development of the live agent service portfolio, called the Virtual Office Agent (VOA). We have a number of unique services offered under the VOA portfolio, as described in detail below. This portfolio will be offered on the infrastructure designed and built to deliver the "Call Center Franchise" offering.
"Virtual Office Agent (VOA)" is a service portfolio of Norbell, which is the first Call Center Company to encompass all products and services packaged to deliver a total solution to the call center marketplace. In today's competitive marketplace, service providers are largely placing emphasis on automation, thus neglecting customer's need for personal service.
Outstanding services at competitive prices will be provided by VOA through live, friendly, message handling experts. Our goal is to add a live and enthusiastic voice to all Computer, Network and Voice Communications for all the services offered via the VOA service portfolio:
Virtual (anywhere, anytime, worldwide)
Office (business related)
Agent (live operator in multiple languages)
Service (a total solution offering)
As a value-added service, all VOA subscribers will receive free electronic mail boxes which can be accessed from any where in the world over the NET. VOA offers personalized live agent service in fifteen different languages for a variety of customers and solutions. Some of the solutions are as follows:
Norbell Virtual Hotel Service (VHS)
Norbell Virtual Office Assistant (VOA)
Norbell Virtual Operator Service (VOS)
Norbell Virtual Sales Assistant (VSA)
Norbell Virtual Ticket Agent (VTA)
Norbell Virtual Service Center (VSC)
Norbell Virtual Support Center (VSC)
Norbell Virtual Help Desk Agent (VHDA)
Norbell Virtual Command Center (VCC)
Norbell Virtual Translation Services (VTS)
Norbell Virtual Telemarketing Center (VTC)
Norbell E-Commerce Transaction Processing (E-Com TP)
Norbell WEB Based - Expert Technology Support
Norbell Custom Answering Service (CAS)
Norbell VOA Mobile 1 - (VOA Mail -R.I.M.)
Norbell VOA Mobile 2 - (VOA Club)
Norbell VOA Mobile 3 - (No Missed Call)
Customer opportunity review - For VOA Mobile Services
Norbell VOA Mobile Service Offering
Norbell`s Unique CTI Solution
Norbell Virtual Hotel Service (VHS)
Many companies with call centers, including courier service providers, Financial Services, Airlines, and many more all share a common occurrence of having to manage both seasonal or generated call volume peaks. In order to manage these peaks, organizations have to quickly expand their operations for any period of up to 3 or 4 months. In doing so, organizations solve their peak volume requirements but unfortunately generate a great deal of stranded investment. Today, with the lack of any workable options to manage the peak requirements, organizations are willing to overlook the Return on Investment (ROI) associated with surplus real-estate facilities, infrastructure and resources.
Our service offering provides organizations with that option they have never had before and now provides a business with all the amenities, i.e. infrastructure, facilities, computers, etc. required to immediately deal with volume peaks. Much like a hotel, you would check in at our Call Center and use the facility for as long as you wish and check out when no longer required. This offering now eliminates the need for ongoing infrastructure investments in organizations that must deal with peak volume requirements.
We believe this offering will generate a whole new market segment with significant growth. The thought of having the use of a world class Call Center facility at your fingertips, opens up tremendous opportunities not only for efficiencies, but most importantly exciting new ways for businesses to sell and market their products and services.
Norbell Virtual Office Assistant (VOA)
In today's business world having a personal assistant is not very economic, but if you can afford one, the productivity and efficiency is tremendous. This is what VOA is offering to the business world - a live and friendly virtual office assistant. This service is targeted towards business consultants, sales executives and small business entrepreneurs.
A live friendly message-handling expert will cheerfully answer all calls with a greeting specified by the subscriber. As VOA message-handling experts are our subscriber's "personal assistants", messages taken by them will be promptly and accurately delivered to the subscriber's alphanumeric pager or mobile phone. With this outstanding service, VOA subscribers will be able to focus on their business and not concern themselves with coverage zones or voice mail.
Norbell Virtual Operator Service (VOS)
One of the largest trends in the corporate world today is Tele-commuting or remote working. According to current market surveys 30 to 40% of each organization is Tele-commuting. As the corporate workforce continues to become distributed with each having their own individual telephone numbers, it has become impossible for the corporate Voice Switch to accommodate all these thousands of virtual offices. Our present VOS offering provides a common operator, who becomes the hub for all the virtual corporate offices. Every organization in the world today needs this service and now most of them will be able to afford it through our very competitive offering.
Norbell Virtual Sales Assistant (VSA)
This service is very similar to the Virtual Office Assistant, with one major difference. The sales assistant will be a specialized function that we take pride in providing to the market. These agents are not just trained in office operations, but they are fully qualified and trained to address any operator duties relating to the pre-sale, sale or post-sale aspects of a sales cycle. This service will be offered to those sales people that predominately work out of their car or remote locations.
Norbell Virtual Ticket Agent (VTA)
Travel and Entertainment business is one of the largest growing segments in the Worldwide economy. We intend to offer a LIVE AGENT in the heart of this operation. If you desire to book an airline ticket or you want to see Phantom of the Opera, the only way to do so is through a live operator. Using our VTA service offering, large organizations will have an option to concentrate on their core business and outsource their call center agent tasks at a very attractive price. The combination of our expertise in the call center business and the economies of scale, our offering is very unique and world class in performance. Our call center infrastructure is designed to connect and integrate virtually all voice and data facilities of a corporate virtual network. Our target customer base will be Airlines, Ticket and Entertainment Centers.
Norbell Virtual Service Center (VSC)
Our VSC offering is targeted towards the organizations like the American Automobile Associations (AAA) and the Canadian Tires of the world. Most of these organizations require service bureaus to facilitate problem resolution and coordinate service dispatch. Our service agents are qualified for these tasks and will become excellent extensions to the service organizations globally.
Norbell Virtual Support Center (VSC)
Our VSC service offering includes expert professionals in various areas including computers, telecommunications, furniture and ergonomics, software, databases, electronics, electrical & plumbing etc. This service offering is designed to tie in with the retail and distribution of products. Eighty percent of most problems with the products sold in the market can be solved over the phone and only twenty percent require a dispatch of a field technician. As such, our VSC service is able to solve 80% of the service problems associated with the sale of products.
Norbell Virtual Help Desk Agent (VHDA)
Help Desk is defined as three levels support in order of problem complexity and can range from Hardware, Software, Application and simply operations support. In order to support these three levels of problem complexity, we have corresponding qualified agents to address the issues. Virtually all banks, insurance companies, manufacturing organizations, government institutions, computer and telecommunication companies, etc. require Help Desks. We deliver the human resources, complete infrastructure and facilities to carry out the help desk operations.
This service offering provides network, equipment and facility monitoring for customers in every industry. By means of telecommunication facilities, computer and software tools our live agents are capable of providing monitoring services worldwide. For even the most complex situations, like customer solutions requiring monitoring to the desktop or workstations, we bring to the table our strategic global partners like the NCR or the Stentor Network Command Center. Together with our partners we have the world's most sophisticated and powerful command center for both voice and data. Every small and large organization in the world requires this service.
Virtual Translation Services (VTS)
Language support for business communication in the global market is becoming critical. Based on customer requirements, we direct the call to the appropriate agent with the required skill set in two or more languages. Some of this work is also done utilizing the internet as the media to bring together valuable resources from around the world. The opportunities for this service are tremendous and our plans are to add "Script Translation" to our current live agent service. Presently we are targeting the corporate translation service market and hope to provide international VTS operators in the year 2005.
Virtual Telemarketing Center (VTC)
Telemarketing has become the norm in the retail and service market today. Our VTC offering is provided a long desired relief to this market segment with the right combination of expertise and cost. Our service pricing varies from being duration sensitive to performance based and we bring infrastructure and resources to address most requirements effectively. This allows us to address most of our customer needs and expectations, making us the market leaders in this business.
E-Commerce Transaction Processing (E-Com TP)
This is a very unique and customized service offering from Norbell under its VOA Service Portfolio. Today we are overwhelmed by the volume of business and transactions on the NET. In order to complete most of these transactions effectively and securely, human intervention in some form is required. With the assistance of our E-COM Accounting Package, our qualified agents are able to address financial and business transactions for most of the applications and services offered on the WEB today .
Our call center infrastructure combined with the customized accounting and processing software allows us to deliver secure and efficient order processing, even at high peaks. We currently provide solutions to the Insurance and Banking industry. In the year 2005 we plan to extend this coverage to the retail and manufacturing industry. For instance our accounting software for the insurance industry is called "AUTO 164" which allows insurance companies to process their client claims up to 80% on-line and only in special cases have to contact our claim agents, enabling insurance organizations to save large accounting and adjusting fees.
Our financial & billing software is also unique; the software enables you to carry out very large transaction processing in a short period of time without too much human intervention and provides customization capabilities with instant audit and reporting features.
Currently we are providing solutions to the Insurance and the Banking industry. In the third quarter of this year we plan to extend our coverage to the retail and manufacturing industry.
We see tremendous growth over the next five years with this service and plan to grow aggressively with market opportunities. It is important to stress that Norbell is the only organization globally providing this transaction processing for the e-com business, by combining customized industry software and live agent services .
WEB Based - Expert Technology Support
In today's business world, most aspects of operations are full of sophisticated technology for which professional and specialized support is required. Unfortunately such resources are not readily or cost effectively available everywhere in the world and are only available with those qualifications in a few countries. Currently, we are channeling design activities from all over the world to these technology experts in their nation of residence. This enables expert service support, ex. Oracle, to clients all over North America by utilizing resources, say, in India. The solution provides the link between our customers' needs and the most efficient designers available to the marketplace today.
We have strategic alliances with organizations in India and Romania who support our clients' worldwide using our combination of live agents and call center operations. Once again, due to economic globalization the demand for this service is likely to grow exponentially year after year.
Custom Answering Service (CAS)
This service is for small and medium size corporate entrepreneurs who don't wish to hire costly support staff and at the same time wish to provide a custom and personalized live agent service to their customers or marketplace at a competitive price. In this service, we can include any form of a solution that can be offered over the Internet / Computer / Voice network worldwide. This service also includes the paging and mobile text messaging services.
VOA Mobile 1 - (VOA Mail -R.I.M.)
This is yet another VOA original! Through this outstandingly innovative service, subscribers will be able to immediately respond to all incoming e-mail through the friendly message-handling experts. At the time of the arrival of the e-mail, the VOA subscriber will receive the name of the sender as well as subject matter of the message to either a pager or a mobile phone. With one simple phone call to VOA, the subscriber will be able to send back response via e-mail or a fax to a location of their choice. This "Nano Second Culture" service from VOA will make our subscribers much more productive and profitable. Clients will have the power of RIM in the palm of their hands without having to type.
** RIM has signed PageNet Canada (our business partner) as the first distributor in Canada of its Blackberry Internet device.
Another outstanding service from VOA Service portfolio not offered by anyone else! VOA Club is a central directory of all VOA PCS, Cellular and Pager subscribers in Canada. A toll number allows callers to access the Club directory. Our friendly service operator will courteously offer the searching party a connection with the wanted mobile user, along with the mobile number. The most outstanding feature of this service is that all stress and anxiety is eliminated from searching for lost mobile numbers, as all the information you need is a VOA call away!
VOA Mobile 3 - (No Missed Call)
The company's target market needs to stay in touch with their callers at all times and cannot afford to miss any calls. With the VOA No Missed Call service, when outside of the mobile network range or if the subscriber's telephone equipment is switched off, the call will be instantly re-routed to the client's pager. Therefore, the call will always get through directly to the VOA subscriber. Until such time that it can be confirmed that the subscriber's pager actually received a message, our live message handling expert will always take a message, thus making sure that no call is ever lost!
Customer opportunity review - For VOA Mobile Services
The nineties have seen tremendous changes in the workplace and perhaps one of the most significant has been the shifting of much of the workforce from an "office" based environment to a "virtual" environment. For an increasing number of individuals, work is no longer confined to a physical place, but rather occurs wherever the individual and his/her contacts happen to be at the moment. Technology has made it possible for virtually all tasks to be accomplished in almost any location, given access to the right support.
However, despite almost daily improvements in communications technology, the ability to stay "in touch" with head office, important clients, suppliers and business partners remains a challenge. Cellular telephones, pagers, fax machines and e-mail have all provided partial solutions, but still tend to function as unique media. VOA's mission over time is to interconnect this plethora of media, to allow individuals to realize the productivity potential of available and future technology.
VOA intends to target that top 5% of existing pager/cellular customers who recognize the power of interconnectivity and are prepared to invest now in ensuring they maximize their ability to stay on top of every aspect of their business. These individuals are early adapters of new technology and perceive a premium price as an acceptable cost for premium service. In most instances, their businesses and outlook are global - that incoming call could be the head office confirming the next staff meeting or a key client confirming a multi-million dollar order from half way around the world.
For these individuals, the ubiquitous voice mail is simply not good enough. In fact, a recent study done by the Canadian Center for Management Development suggested that automated telephone systems and voice mail have become the main irritants for people trying to penetrate government offices for services (Toronto Star, Sept. 2, 1999). Just as the study's author found (and which has been confirmed in study after study), individuals feel good about service when the following factors are found: "timeliness, competence, a courteous staff, fairness and a satisfactory outcome". VOA's target customers value their contacts highly and recognize these attributes as key to success. VOA's services maximize their ability to achieve these outcomes.
Norbell by offering VOA Mobile Services has become the first telecommunications company that offers service beyond the expectations of the 6.7 million neglected mobile telephony users in Canada! An all-too-frequent complaint of multi-device users is that there currently is little to no integration amongst the myriad assortment of communication media available - users must check multiple messaging sites, their fax machine and, of course, their PC for e-mail messages. VOA will become the "Missing Link" between cellular, PCS, paging, e-mail, the Internet and users.
In its initial stages, VOA is a premier personalized live messaging service, providing outstanding services to a paying subscriber base. Beyond that, the company is quite literally taking a building block approach, through adding a menu of additional services as technology advances, strategic alliances are formed and the marketplace comes to accept and seek out additional integration opportunities.
At the outset, it is important to note that service is what sets VOA apart from mere "dispatchers". While existing dispatchers may have live operators, such operators are merely reactive, often apparently busy with other, more important activities and frequently downright unfriendly. In order to position the company to service the top 5% of the wireless communications marketplace, it is VOA's mission to add two kinds of value to its operators:
- Personalize the service as much as possible through making the friendly service operators pro-active: calls are answered per the subscribers requested greeting, with callers being given the option of message transmission via paging, telephone or e-mail (details of this service noted in Specific Services, below).
- Position the operator (answering) service as a "personal assistant"- calling the pager service will be like calling the individual's office and leaving a message with an assistant whose primary duty is to ensure quick and accurate transmission of the message. VOA will ensure that its customers (and those contacting them) will enjoy service that will set a new industry standard for professionalism and genuine friendliness.
OUR UNIQUE CTI SOLUTION
(Computer Telephony Integration, Voice response System, Billing and
Transaction Processing)
Another integral part of a call center solution is the Computer Telephony Integration (CTI), this powerful computer based software integrates voice and data and delivers intelligent solutions to the end customer without the need of human interaction. Currently there are various CTI solutions in the market, but the total solution packaging by Norbell which includes not only a CTI software, but also Interactive Voice Response System (IVR), Call Center Billing and Transaction processing software brings a unique service offering.