24/7 UK call centre service

Norango provides call handling and call centre services 24 hours a day and 365 days a year. The Norango contact center is based in Aldershot, Hampshire in the United Kingdom and is fully equipped to handle simple or complex, low volume or high volume call centre campaigns.

Better UK based customer service

Your customers are often "time poor" and in today's economic climate not so often "money rich. They simply do not have the time or inclination to suffer long waits on the phone in order to get their enquiry handled and quite frankly - why should they?

Failing to fully consider the value of good customer relations and in a drive to reduce costs, many organisations have entrusted their customer contact to people thousands of miles away with no cultural similarities and where English is not even their first language.

The resultant frustration by the consumer to this inexplicable approach to "customer service" and their distrust due to regular reports of security lapses and misuse of confidential information within these establishments has resulted in significant damage to many high street brands. Let's be fair, everybody has a call centre horror story to tell. The question is; is this how you want your brand name to come up in conversation?

Incomprehensible as it may be, many organisations persist in this practice, although there are several high profile examples of "enlightened" organisations bringing their customer service departments back to these shores and perhaps you are one of them so, if you are reading this because you too are looking to repatriate, then we wish you a very warm...

Welcome Home!

With Norango as your call centre service partner you get -

• Full 24 hour coverage means you customers can reach you when convenient for them.
• Calls answered according to agreed service level agreements.
• First call resolution using advanced customer interaction and system integration capabilities.
• Full emulation of your existing call handling processes.
• Project management and regular service delivery reviews.
• Optional voice call recording to monitor customer contact.
• Reduced call abandonment if Norango is used as an overflow to your existing centre(s).
• Fully trained (in your operations) team supervisors.
• Ongoing train the trainer and train the agent programs.
• Integration of systems to enable ticket tracking, stock availabilty checking etc.
• Full UK based operation where English is our first language.

Years of industry experience

With over 16 years experience of outsourced call centre operation the Norango team are happy to provide high quality contact centre solutions for all types of business, charity or non-profit organisations looking to improve their service delivery. Many of the Norango team have been answering phones for people like you for over a decade, they understand our client's requirements they know how to handle tricky or sensitive issues, they know how to identify opportunities; in short - they know what they are doing.

The Norango team is a formidable unit, they work together, assist each other, take responsibilities for their actions and are fiercely proud of their roles and the company, unlike many other contact centres Norango people are loyal and committed individuals that really enjoy looking after clients and their customers. They are passionate about what they do and get a genuine buzz out of providing high quality call handling solutions.

By selecting Norango  as your call handling partner you will overnight be "taking on" a well trained, well motivated and passionate team of individuals that would normally take you years to find and recruit. This is our simple philosophy...

Any business will benefit from Norango

There is a natural and understandable reluctance by some people to entrust their business into the hands of a third party, a common misconception is that your requirements will be too complex or too sensitive for us to handle. Over the years we have represented organisations with extremely complicated and precise call handling requirements and still do. The excitement that comes with emersing ourselves into a new customer's business or organisation is a major reason for us coming to work in the morning.

Examples of the type of organisations we represent are -

It really doent matter what type of business or organisation you are Norango will have a call centre solution to suit you, Norango clients range from single "one-man-band" sole traders keen to promote a good image for their business to blue chip organisations with specialist divisional call handling requirements.

Size doesn't matter

Whatever size or type of organisation, whatever the volume of calls generated Norango will answer your calls in your company name 24/7 365 days a year, cheerfully, enthusiastically and professionally. Our fluid and flexible workforce management capabilities combined with our highly productive contact centre environment enables us to scale up or down quickly according to your needs.

Unlike many contact centres Norango is able to apply sophisticated, high-end contact centre features to any size of campaign, this is particularly useful for companies that want to "punch above their weight" or those that may have low out-of hours call traffic requirements  of a mission critical nature.

This unsurpassed level of flexibility allows you to grow your business in an organic fashion, scale up or down according to seasonal peaks and troughs and pilot new marketing initiatives whilst at all times keeping costs in-line with activity.

Our technology becomes your technology

Norango has invested in systems and infrastructure to enable its clients to benefit from a full service contact centre at the fraction of the cost of running their own. In fact the combination of our customer interaction technology and intelligent call routing capabilities will generally reduce your call durations, improve first call resolution and provide you with detailed operational reporting that you may not already benefit from. By using Norango as your call centre partner you will benefit from -

Customer Interaction Management

Taking on the appearance of the London Underground route map, the software uses a unique system of dynamic branching to support our agents in all their interactions with your customers. The system makes pre-configured calculations about the historical data to determine the route to take through the process map, leading to relevant information, cross-sells, up-sells, and other information that has been tailored to your business or organisation.

Computer Telephony Integration

This term covers a multitude of tasks available to Norango customers but primarily enables Norango to provide personalised and seamless service to your customers as the relevant screen and script is "popped" with the incoming call thus reducing call durations and charges.

Web based call recording

Calls can be recorded and stored on our servers for a period of six months. Recordings can be accessed via a secure web interface and downloaded to authenticated users over a secure internet connection.

Interactive Voice Recognition -IVR

Interactive Voice Response (IVR) solutions lets you automate processes, direct calls to the most appropriate resource & lets customers Self Serve (Account balances, PIN Resets etc..) to ensure that Norango customer services representatives are dealing with core calls rather than all calls. We can even route calls depending on exactly who is calling or just by the area they are calling from.

PCI Compliant Credit Card Processing

Norango offers PCI-compliant credit card processing facilities. Once the order has been recorded or the sale agreed the caller is invited to enter their credit card details using the keypad of their phone. The system ensures that no card details are provided to our agent and that the card information is transmitted directly to your merchant account for processing. Once the transaction has been accepted or declined the Norango agent is able to return to the caller.

Full transactional reporting

As the Norango agent follows the logical path of any call milestones are created throughout the process, decision points, data, answers, outcomes and dispositions can all form components of a comprehensive activity report.

No capital expenditure required

For an affordable monthly subscription and call charges calculated by the minute you can literally save thousands when compared to setting up and running your own call centre operation.Take a look at our ROI Calculator to see a true comparison of costs but in all cases using Norango means -

• No capital expenditure on specialist telephony equipment, ACD or IVR systems.
• No capital expenditure on wallboards or other call management systems.
• No capital expenditure on PC's, network servers or other IT infrastructure.
• No capital expenditure on agent scripting, interaction management or other CRM systems.
• No capital expenditure on telephone line installation.
• No capital expenditure on specialized call centre furniture.

Dramatically lower running costs

As you effectively are only paying for the time Norango are on the phone handling your calls your operational costs are minimised, our ROI calculator will enable you to make the comparison between partnering with Norango and running your own call centre but in essence using Norango means -

• No call centre operator salaries or wages.
• No recruitment costs or agency fees.
• No HR legislation costs.
• Reduced management and supervisory costs.
• No temporary staffing costs.
• No rent or rates to house call centre agents.
• No lighting or heating costs.
• Reduced telephone line rental and telephony costs.
• Reduced stationery, office equipment and supplies.
• No system maintenance or technical support costs.
• Reduced IT management requirement.

In conclusion

If you are serious about providing top class, round-the-clock service to your customers and are looking for enthusiastic, hassle free, professional representation that will not bust your budget please call 0800 018 2838 and we will be delighted to discuss your requirements.