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Mark Fichera

Mark Fichera

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3 Reasons Why You Should Consider Outbound Call Center Services

Mark Fichera

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Outbound Call Center Services Have Evolved

In today’s challenging economic times, companies and organizations are constantly seeking ways to trim overhead, without losing revenue. This, in and of itself, calls for a delicate balancing act; one that can easily fall apart if not strategically and expertly implemented.

With more competition and greater technology available than ever before, a business must stay on the cutting-edge of the market, which means pulling all stops to provide consumers with unique, top-notch services and products that stand apart from all other available vendors. But according to a familiar old adage, “it takes money to make money”, and not all businesses possess the up-front cash flow necessary to maintain a competitive stance against larger, (and more well-funded), organizations.

So, how does a growing company save budget while adding value and services? Certainly not by decreasing benefits to the customer, but rather, by outsourcing tasks and projects in ways that make the most sense for both your market and your bottom line. One primary example of this is through the use of a professional outbound call center.

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Topics: Call Center Solutions, Call Center Outsourcing

5 Ways Outsourced Inbound Call Centers Help Avoid Revenue Loss

Mark Fichera

If you’re like any other growing business, your team members likely spend a substantial amount of time focused on the procurement of new customers, and the increase of revenue in your existing market. However, you must also question whether this is the most optimal use of daily operational activities performed by your in-house staff.

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Premise-based Contact Centers, Better than Virtual

Mark Fichera

Premise-based Contact Center Solutions are Better than Virtual Solutions

Here's Why:

When it comes to outsourced call center customer service, there remains a perennial debate over whether a premises-based or virtual approach is the superior staffing model. 

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Topics: Customer Service, Call Center Solutions, Customer Service Quality, Call Center Outsourcing, Customer Experience

Introducing The New “Semi-Dedicated” Call Center Customer Service Option

Mark Fichera

Premium Service Model at Lower Price Point

OnBrand24, a leading provider of domestic outsourced call center services, has announced the addition of a new “Semi-Dedicated” model to its portfolio of customer service options available to clients. The new service gives companies the specialized skills of dedicated customer service representatives at lower cost.

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Training Boot Camp For Call Center Customer Service Agents

Mark Fichera

OnBrand24 Boot Camp Training for New Hires

Hiring new call center customer service agents is an involved process in which job candidates are assessed for offering the right experience, educational and skills qualifications to deliver the customer experience that OnBrand24 inbound services clients expect.

Once the hiring process is completed, the next step is our extensive customer service call center orientation and training process. In fact, new hires don’t actually begin handling inbound phone calls, emails and chats for our clients for several days.

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Topics: Customer Service, Quality Assurance, Customer Service Quality, Call Center Agent, Customer Experience, Inbound Call Center Services

Bypass Gatekeepers and Reach Decision Makers With Sandlers Sales Training

Mark Fichera

 

 

 

 

 

 

 

 

 

 

It’s said that you never have a second chance at a first impression. In the cold-calling world of an outbound sales representative, this is typically the case. A first impression with a decision maker, however, doesn’t happen unless you actually reach that decision maker. The Sandler Sales Training methodology instills a protocol in sales representatives providing a framework to follow to bypass gatekeepers, reach decision makers, and convert suspects into paying customers.

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How To Calculate The True Costs Of A Call Center Agent

Mark Fichera

Are you a getting tired of reading blog after blog about, Omni-channel Customer Service, Voice Analytics, Measuring FCR, Gamification, etc.? How about if we do a little blocking and tackling for a change and look into true costs for a call center customer service agent.

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The Ecommerce Customer Experience Is the Focus for OnBrand24 at 2015 IRCE

Mark Fichera

Enhancing the online customer experience is the focal point for thousands of retail and ecommerce executives and hundreds of exhibitors at the Internet Retailer Conference and Exhibition (IRCE) in Chicago, McCormick Place (West Building), June 2-4.

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Topics: Customer Service, IRCE, Call Center Solutions, Quality Assurance, Call Center Outsourcing, Call Center Agent

Call Center Staffing Stability: It’s a Critical Success Factor

Mark Fichera

 

Retention of call center customer service and lead generation representatives is a critical corporate function and top management priority. 

 

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Topics: Call Center Solutions, Call Center Outsourcing, Telemarketing Services

Do your call center agents accurately represent your brand personality?

Mark Fichera

 

There's only one acceptable answer to this question, and that answer is "yes!" If not, your customers may not remain your customers for long. If you have a brand personality worth sharing (which we're hoping you do) your call center agents needs to be communicating it to your customers, otherwise what's the point of having brand personality in the first place?

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Topics: Transparency, Call Center Solutions, Customer Service Quality, Call Center Agent