Enhanced customer satisfaction, increased inbound revenue leveraging our up-selling and cross-selling expertise

In today’s interconnected B2C and B2B worlds, the stakes involved in each customer contact are higher than ever. Less loyal and better informed, customers rely on the web for credible peer-review competitive information.

The result: One misstep can cause significant damage. Mistreated customers get on Facebook or Twitter to discuss their negative customer service experiences.

These trends drive OnBrand24’s hiring strategy. Call us the “high skill-set call center.” Our “brand ambassadors” have the smarts, experience, skills and talent to 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.

Our staff has a combination of maturity, education and professional / sales experience unusual in the call center industry. Located near Boston in eastern Massachusetts, we hire from a highly educated and talent-rich region: 75 percent of our agents have at least a two-year college degree; they have an average age of 37; and they have an average of five years of call center experience.

In addition, all client programs are serviced at our facility in eastern Massachusetts near Boston – our employees do not work from home. We believe this promotes higher quality assurance, closer work performance monitoring, better teamwork and stronger reinforcement of lessons learned during client training sessions.

OnBrand24 is committed to the continual performance improvement and skill development of our staff. Our agents and account managers undergo advanced training coursework from Sandler Training (link to our Sandler page), a global training leader specializing in sales, customer service and management.

When it comes to developing “active listening” techniques, understanding customers’ true buying motives, handling upset customers and developing an antenna for additional sales and expanded sales orders, OnBrand24 is always seeking to extend our skills.

OnBrand24’s high skill-set staff is a major reason our inbound services clients stay with us on average for more than five years, and that’s the strongest testimonial we know.