Shared Inbound Specialists

For companies with moderate call volumes, our “Time-on-Task” (a.k.a. Shared) inbound services model delivers tremendous ROI. It means you only pay for the actual time we spend on the phone with your customers – processing orders, answering product questions or checking on the status of orders.

Inbound Case History

OnBrand24 delivers Time-on-Task inbound programs 24 hours a day, 7 days a week, 365 days a year. Services include:

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

This means we can provide coverage throughout your normal business day, or after-hours when your in-house call center has closed, or on weekends. We can also handle overflow calls when your inbound call volume spikes -- at any time of the day, evening, weekends or seasonal peak business periods.

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

OnBrand24 clients appreciate our combination of full-service capabilities and powerful IT – along with senior management attention to your program that only a “boutique” company can deliver.

Our most widely used inbound billing and services model, the Time-on-Task delivers premium cost efficiencies combined with best-in-class inbound services. OnBrand24’s inbound services clients stay with us on average for more than five years. And that’s the strongest testimonial we know.

"Advanced Agent Model" means enhanced customer satisfaction, increased inbound revenue leveraging our up-selling and cross-selling expertise

With OnBrand24's "Advanced Agent Model," you get customer service specialists with experience, education and maturity that far exceed call center industry norms.

Located near Boston in eastern Massachusetts, we hire from a highly educated and talent-rich region: Nearly 70 percent of our agents have at least two-year college degrees, they are on average 37 years old and have five years of call center or sales experience.

OnBrand24 customer service specialists achieve high rates of first-call resolution and low ATT (average talk time), while boosting your average sales order, strengthening customer loyalty and expressing your brand.

A major OnBrand24 advantage: All client programs and OnBrand24 customer service specialists are "premise-based." Our employees carry out client program from our call center facility, not from home. This promotes higher quality assurance, closer work performance monitoring, better knowledge-sharing and stronger reinforcement of lessons learned during training sessions.

OnBrand24 is committed to continual performance improvement and skill development. Our agents and account managers receive advanced training coursework from Sandler Training, a global training leader specializing in sales, customer service and management.

When it comes to “active listening” techniques, understanding customers’ true buying motives, handling upset customers and developing an antenna for additional up-selling and cross-selling opportunities that expand your average sales order size, OnBrand24 is always seeking to extend our skills.

Customized customer service and order processing programs scaled to your unique needs and call volume

No two customer service call center programs are alike. We work closely with our clients to develop custom programs that support your unique needs.

OnBrand24 Time-on-Task customer service outsourcing programs begin with a rigorous training regime in which the agents assigned to your team learn your culture, product details and services specifications. This process enables our agents to reflect your company's business philosophy, personality and brand – as if we were your own employees.

OnBrand24 Time-on-Task 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 call center customer service program reports and our ongoing work performance monitoring enable us to maximize your program’s cost-effectiveness and ROI.

We scrutinize average talk time (ATT), wait times, abandonment rates, first-call resolution and average order size, share those data with you -- at any level of frequency or detail you wish.  We then work in partnership with you to achieve optimized call center outsourcing results. We work closely with you to anticipate seasonal fluctuations in call volume or spikes in customer service activity based on periodic promotions.

24/7 capabilities that extend customer service after you have closed for the day or the weekend

The Time-on-Task approach is perfect for companies that want to provide live customer service when your in-house call center has closed for the day or for the weekend.

We can extend your customer service hours with friendly, helpful and knowledgeable OnBrand24 outsourced customer service and help desk specialists, who will always be there to process orders, handle customer’s question or take messages. This strengthens customer loyalty and maximizes revenue. And with Time-on-Task billing, if the phone doesn’t ring you do not get charged.

In today’s culture of consumer choice, customers are likely to seek out the competition if they are told to "call back during normal business hours" by an answering machine. Let OnBrand24 help you capture more after-hours inbound revenue.

Expand your bandwidth to handle overflow inbound calls during peak business periods

The Time-on-Task model is a great option for companies that experience overflow call volume beyond the bandwidth of your in-house call center. This may happen during seasonal peak business periods, or after a promotional mailing, ad campaign or email blast.

The Time-on-Task outsourced call center services model helps you handle these spikes. As your needs grow, our flexible services model expands to meet your growing number of inbound calls – no matter how busy you get. And when call volume drops off we can swiftly reduce the resources you use, eliminating idle staff time.

Senior management commitment and involvement in your program’s success

What makes OnBrand24 inbound programs so effective? A commitment to direct, ongoing senior management involvement in your program from our highly experienced team of call center strategists. We continually monitor our work performance, staffing and results to ensure consistency of service, responsiveness and efficiency.

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

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

Off-load IT and telephone infrastructure investment and upkeep

Because we continually invest in our technology infrastructure, OnBrand24 provides clients a stable and flexible telemarketing environment that supports complex call routing, reporting, and application requirements. And it’s supported by a talented team of call center IT specialists and a secure data center.

OnBrand24's system delivers: custom reporting, efficient agent scheduling, agent call recording and monitoring, custom reporting, and results analysis. These are tools our clients rely on to maximize efficiency, adjust programs in real-time and realize optimized value.

Our technology enables us to process your customer orders according to your preference: via your website's shopping cart, our Mail Order Processing System or your own system via remote access. Applications can also be developed specifically for your requirements, using our scripting development tools.

All OnBrand24 technology resources – whether provided by our long-distance partners, internet service providers or facilities management team – are fully redundant. This means instant resolution of interruptions in phone service, internet connection, and even electricity, ensuring that client transactions continue without disruption. More details can be found at Our Technology.

Simplified and flexible billing

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

Hourly costs are agreed upon at the beginning of your partnership with OnBrand24 based on call volume. Once your program is underway, our detailed reports -- monthly, weekly or daily, according to your preference -- enable you to know in advance 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 call volume increases, we give you the option of adopting dedicated billing, which provides you a team of customer support specialists who only work on your program.

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

Contact us now.  Tell us about your biggest order processing, customer service, help desk or order taking challenge. We'll work with you on the custom program you need now.