Dedicated Inbound Specialists

For companies with higher call volumes or requiring specialized knowledge, we build a dedicated team of trained, motivated customer service specialists and put them to work solely for you.

OnBrand24 delivers dedicated inbound programs available 24 hours a day, 7 days a week, 365 days a year. Services include:

• Order Processing
• Customer Service
• Help Desk
• Live Chat
• Email Response
• Catalog and collateral mail fulfillment

For 30 years, our dedicated inbound services have been used by companies across a range of B2B and B2C industries, including e-commerce and consumer goods, healthcare and manufacturing.

Inbound Case History

Dedicated customer service professionals focused solely on your business, your products, your customers

Under OnBrand24's "Advanced Agent Model," you'll get a team of customer service specialists dedicated to your program with levels of experience, education and maturity that far exceed call center industry norms.

Because we are located near Boston in eastern Massachusetts, we hire from a highly educated and talent-rich region: Nearly 70 percent of our agents have a two-year or four-year college degree, they average 37 years of age and five years of call center experience.

In addition, all our staff works at our call center facility in Beverly, MA – they do not work from home.  The result: better quality assurance, work performance monitoring, teamwork and reinforcement of lessons learned during client training sessions.

OnBrand24 dedicated programs begin with a rigorous training regime in which the agents assigned to your team are immersed in your culture, technical details and services specifications.

This process transforms our agents into “brand ambassadors,” a direct extension of your inside team that reflects your company's business philosophy, personality and brand – as if they were your own employees. And because your dedicated team focuses strictly on your business, they quickly become experts on your customers and their needs.

In fact, the more our agents consider themselves a part of the client’s organization, the better job we do!

With OnBrand24 dedicated programs, we forge a close working partnership that gives you direct access to your team. This includes directing the team's resources and daily work assignments, whether it’s handling inbound customer service calls, collateral fulfillment mailings, email response, or any other need that arises.

OnBrand24 dedicated programs lower your business costs because we are an optimized call center operation. We maintain a powerful technology infrastructure on your behalf while handling hiring, training, skills enhancement and other areas of personnel management.

Our detailed program reports and work performance monitoring enable us to maintain the right staffing level, critical for maximizing your program’s cost-effectiveness and ROI. We work closely with you to anticipate seasonal fluctuations in call volume or spikes in customer service activity based on periodic promotions.

A commitment to partnership and program success from senior management

What makes OnBrand24 dedicated programs so effective? Our commitment to direct, ongoing senior management involvement in your program. We continually monitor our work performance, staffing levels and results to ensure consistency of service, responsiveness and efficiency.

The result: We offer “boutique” attention to your unique needs combined with the comprehensive services and an advanced IT infrastructure of a larger outsourced call center.

When you partner with OnBrand24, we provide direct, ongoing senior management involvement in your dedicated program’s success from a highly experienced team of call center strategists.

This begins with the development of a customized, scalable program that delivers on your unique needs. Our goal is to create a dedicated team of brand ambassadors who serve as a seamless extension of your staff and provides your customers with absolute quality, consistency, dedication and courtesy.

And it’s maintained by ongoing monitoring of your program to ensure consistency of quality service, responsiveness and cost efficiency.

Customized program development, real-time program adjustment, detailed results reporting, an on-site staffing model and strong senior management involvement – these are the hallmarks of OnBrand24 dedicated inbound programs.

Scalable seasonal staffing that changes with your call volume

Sales and operations managers never like paying for unused resources. That includes idle inside customer service staff waiting for the phone to ring and unused call center infrastructure.

OnBrand24’s dedicated inbound program model addresses these challenges, enabling you to scale customer service staffing as your call volume fluctuates.

When inbound activity spikes during the holiday buying season or after a marketing promotion, we can add bandwidth to your team. When volume declines, we can decrease staffing resources without layoffs and damaged morale.

Likewise, our agile call center infrastructure has the capacity to handle call volume during your peak business periods – and you pay no penalty for unused resources when your call volume slows down.

Our senior managers have deep experience running dedicated inbound programs at maximum efficiency and effectiveness. For 30 years, we refined our service model to deliver maximum results at peak efficiency

Bottom line: OnBrand24 scalability lets you realize maximized call center ROI.

Simplified and flexible billing

OnBrand24 believes in simplified, “all-in” billing. That means no surprise extra fees and no hidden charges tacked onto your bill.

Hourly costs are agreed upon at the outset of your partnership with OnBradn24, and once your dedicated program is underway, our detailed reporting will let you know in advance how your program resources have been allocated and the fees involved.

In addition, we offer a flexible billing methodology, giving you a choice of billing structures to maximize your call center ROI. Assuming your program has significant periodic decreases in call volume, we give you the option of adopting our “Time-on-Task” billing, which means you only pay for the specific time we spend on the phone with your customers.

And our “hybrid” methodology lets you dynamically switch between the dedicated and “Time-on-Task” billing models as your call volume fluctuates.

Contact us today.  Let's talk about how a dedicated inbound call center customer service, order processing, help desk or order taking program from OnBrand24 can address some of your biggest challenges.