Call Center Blog

Mark Fichera

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OnBrand24 Call Center Services Provider Named by TopTenREVIEWS for Quality Excellence

by Mark Fichera on Dec 6, 2013 5:03:00 PM

Call center services outsourcer OnBrand24 has been recognized for the second straight year by TopTenREVIEWS for excellence in the delivery of inbound customer service and outbound lead generation services.

by Mark Fichera on Oct 29, 2013 5:05:00 PM

Call center customer service and outbound call centers were the topics of conversation in a recent interview with our Vice President of Sales / Southeast Region, Jeff Velodota, on the “Georgia Works” radio show from Georgia Public Broadcasting.

Call center outsourcing services jobs were the initial focus of the conversation. GPB was interested in speaking with Jeff because OnBrand24 recently opened a second call center facility in Savannah.

by Mark Fichera on Oct 16, 2013 5:05:00 PM

OnBrand24 is humming with Q4 inbound customer service and outbound call centers activity, but we also are active on the industry conference circuit, appearing at three trade shows in the next eight days.

First up is Small Business Expo in Boston, MA, October 17, a conference and networking event for business professionals to learn about products and services to help their business grow and network with other industry professionals. The show attracts thousands of Boston-area small business owners across a wide range of industries: retail and e-commerce, food and beverage, gifts, technology, healthcare, manufacturing, business services, apparel and others.

Next up is Call Center Demo, October 22-23, Atlanta, which provides exhibits and sessions for companies seeking to improve their customer service and order processing capabilities, to discuss new call center services strategies and to examine new call center support technology.

And finally, we will be exhibiting at 2013 Business Expo & Awards Banquet held by the Savannah Area Chamber of Commerce. OnBrand24 recently opened a new call center facility in Savannah, so this event will help introduce us to the region’s business community.

We hope to see you at one of these events.

Mark Fichera, CEO
OnBrand24
Beverly, Massachusetts

by Mark Fichera on Oct 10, 2013 5:06:00 PM

OnBrand24 seeks to hire up to 50 inbound customer service and outbound lead generation call center services employees for its Savannah, GA, office.

OnBrand24, which provides comprehensive outsourced call center services, opened its Savannah office last month and is already enjoying strong growth. The company, headquartered in Beverly, Massachusetts (near Boston), has a nationwide clientele across multiple business sectors, including retail and e-commerce, business services, technology, manufacturing and healthcare.

The Savannah office is interested in people with sales or call center experience, who are problem solvers, have an excellent phone manner, enjoy helping people and have basic computers skills.

“With our ‘advanced agent model,’ we are selective in our hiring process,” said Jeff Velodota, Vice President of Sales / Southeast Region. “OnBrand24’s Savannah office has gotten off to a strong start because of the representatives we hire and the excellent client service they deliver. We not only hire carefully, we also invest in our employees. We offer training classes, excellent working conditions and benefits not usually provided by call center companies.”

OnBrand24 is located on Wilmington Island at 461 Johnny Mercer Boulevard.

Those interested in inbound customer service employment should send resumes tohrsav@OnBrand24.com; those interested in outbound lead generation employment should sent resumes to hrsavob24@gmail.com. Please specify in the subject line of your email whether you are interested in inbound or outbound employment.

No phone calls, please.

by Mark Fichera on Oct 8, 2013 5:07:00 PM

Accenture has issued a new report on shoppers and shopping this holiday season that includes two online consumer trends that are in direct conflict with each other.

The study finds that 65 percent of online shoppers intend to “webroom” this holiday season. This means browsing online for a product and then going to a store to make the purchase. Consumers webroom in order to avoid shipping costs and to touch and hold the product before making a final decision.

Nearly as many consumers – 63 percent – plan to “showroom” this year, according to Accenture, which is going into a brick-and-mortar store to find, touch, feel and perhaps try on a product, then searching the web for the best deal (price, shipping) and making the purchase online. That’s a jump of 7 percent over consumers who said they would showroom in 2012.

While both trends have major impacts for retailers, it is the growth of showrooming that has particular customer service and order processing implications. Showroomers are motivated and highly selective buyers. You see them in bookstores and department stores writing notes to themselves as they browse the shelves. Some even look up items on their smart phones.

These are shoppers likely to have detailed questions about a purchase they are considering, inquiries about availability, warranties, shipping times and other questions. Retailers who wish to capture the showroom sector will need to have adequate call center services in place with talented customer service representatives able to answer these questions and, if the opportunity presents itself, take advantage of upselling and cross-selling opportunities.

Showrooming and webrooming are natural outgrowths of the digital age. They’re another example of the empowered online shopper. Smart retailers will respond accordingly.

Mark Fichera, CEO
OnBrand24
Beverly, MA

by Mark Fichera on Oct 1, 2013 5:09:00 PM

Note to Retailers: Consumer spending is up, and that means consumers will be buying more of your products in the fourth quarter. So do your bit for the economy and provide your customers with great customer service that will keep them engaged, loyal – and buying.

The brightest aspect of our mixed economic picture is consumer spending, which rose 0.3 percent in August, an improvement over July’s 0.2 percent jump, all of which is contributing to the country’s GDP rising at an encouraging 2.0 – 2.5 percent annual clip. Another positive sign is the source of this increase: improved wages, which went up 0.4 percent in August, two times July’s growth. Supporting the rise in wages is an increase in employment, with 200,000 new jobs expected to have been created in September.

This means consumers will likely be in a giving – and spending – mood this holiday season. If that’s the case, it follows then that more consumers will also be on the phone, emailing and having live chat sessions asking if a particular product is available, when they can expect their shipments to arrive, how to return a product, whether gift wrapping is available, and so on.

Leading retailers make sure that these phone calls, emails and chats are handled well: promptly, intelligently and effectively. For many retailers, it means engaging with an outsourced call center services provider that can augment its in-house call center, absorbing overflow activity and extending customer service further into the evening and over the weekend.

Now is the time to put in place the customer service bandwidth retailers need to make their customers feel valued as the holiday season approaches. Great customer service translates into great customer loyalty.

by Mark Fichera on Sep 16, 2013 5:09:00 PM

Our launch of a new domestic call center in Savannah, GA, last week garnered extensive local press coverage.

The Savannah area’s major daily newspaper, the Savannah Morning News, ran a news story that featured OnBrand24 hiring plans for the new call center facility (10 people have been hired so far, with capacity for between 75 and 100).

The story quotes Jeff Velodota, our Vice President of Sales and Southeast Operations, saying that OnBrand24’s growth “stems from its emphasis on accountability and transparency.” “All calls are recorded to provide clients with open access to agent conversations with customers. He said OnBrand24 also provides detailed reports that tabulate all calls, emails and chat interactions.”

Georgia Public Broadcasting also picked up on the announcement with a story entitled:“Savannah - New Home to Customer Call Center.”

Local television stations also covered the opening, including WSAV – Channel 3, which sent a production crew to our new call center services facility and interviewed Jeff.

by Mark Fichera on Sep 12, 2013 5:10:00 PM

New Savannah Call Center

OnBrand24, provider of outsourced domestic call center services headquartered in Massachusetts, is opening a new contact center facility in Savannah and has begun hiring representatives and administrators.

by Mark Fichera on Aug 28, 2013 5:11:00 PM

OnBrand24, a domestic call center services provider, and Connect First, a provider of cloud routing solutions for the direct response industry, have announced a partnership. Connect First’s Cloud Routing is a hosted solution that allows intelligent load balancing of inbound calls to multiple contact centers.

OnBrand24 call center services, as a Certified Cloud Routing Destination for Connect First, will have a distinct advantage over contact centers that are not certified destinations. Connect First’s ACD enables its cloud routing customers to better manage multiple call centers, along with a lower cost to route calls, more intelligent call routing, better answer rates and more comprehensive reporting and monitoring. Connect First provides its customers a “window” into the productivity and resource availability of multiple call centers, and enables real-time monitoring and adjustment of call routing. It’s an ideal solution for companies that use multiple internal or external call centers.

A premier domestic call center services provider since 1981, OnBrand24 offers comprehensiveinbound and outbound call center services across B2B and B2C markets. The company specializes in customer service, order processing and help desk for the ecommerce, retail, healthcare, technology, business services and manufacturing industries.

OnBrand24 is a growing, 175-seat company with facilities in Beverly, Mass. and a new call center in Savannah, Ga. All OnBrand24 agents work on-site, which promotes enhanced quality assurance, knowledge sharing, work performance monitoring and client brand reinforcement. All agents have been trained under the Sandler sales method, instilling advanced customer service, upselling and cross-selling techniques.“We are thrilled to be partnered with OnBrand24,” said Darren Prine, Connect First VP of Sales. “OnBrand24 is a true leader within their industry, and we believe they will provide tremendous value to our cloud routing clientele.”

About Connect First: Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Solutions include Cloud Routing, Inbound ACD, Outbound Dialing, Call Tracking, Interactive Voice Response (IVR), Voice Broadcast, Disaster Recovery, Predictive Dialer, Real-Time Telemetry, CDR Reporting, Live Agent Chat and more. Through a consultative approach with each customer interaction, Connect First builds customized solutions to meet the needs of a discerning customer base. Visit http://www.connectfirst.com for more information or a free consultation with a contact center solutions expert.

by Mark Fichera on Aug 26, 2013 5:11:00 PM

OnBrand24, a leading provider of outsourced domestic call center services, has been recognized by Inc. Magazine as one of America's top 5,000 fastest growing private companies with a rank of 325 in the “Business Products & Services” category. There are more than 6 million companies in America, placing OnBrand24 among less than .001 percent of U.S. companies recognized by Inc. Magazine.

A domestic call center since 1981, OnBrand24 has been a leading call center outsourcing service with clients across the United States, New England and the Boston, MA, area. OnBrand24 delivers exceptional domestic 24/7 services.

Customer service call center and lead generation call center services from OnBrand24 are currently utilized by more than 100 companies in ecommerce, retail, food & beverage, technology, healthcare, business services (membership, merchant loyalty and continuity), insurance and manufacturing. The company emphasizes development of customized call center programs that include the personalized attention of OnBrand24 senior management.

“We are honored to be recognized by Inc. Magazine,” said OnBrand24 CEO Mark Fichera, who purchased the company, then known as Pike Communication, in 2005. “Our growth is based on several factors: delivering excellent call center outsourcing service customized to the unique needs of our clients; our ‘advanced agent model,’ which means we hire experienced and educated representatives; and our premise-based staffing model, in which all of our employees work on-site for better quality assurance, work performance monitoring, teamwork and knowledge sharing.”

The company offers Inbound services on both a shared customer service call center and dedicated team basis, including order processing and order taking, telemarketing, inside sales and Tier 1 help desk.

Lead generation call center services include B2B lead generation, appointment setting, customer win-back, customer and market surveys, database hygiene, list scrubbing and telesales.

Along with its Beverly, MA, call center, OnBrand24 will soon open a second facility in Savannah, GA.
Fichera noted that OnBrand24’s growth stems in part from the company’s emphasis on accountability and transparency. All calls are recorded, providing clients with open access to agent conversations with customers. OnBrand24 also provides detailed reports that tabulate all calls, emails and chat interactions.

ABOUT INC. Founded in 1979 and acquired in 2005 by Mansueto Ventures, Inc. is the only major brand dedicated exclusively to owners and managers of growing private companies, with the aim to deliver real solutions for today's innovative company builders. Total monthly audience reach for the brand has grown significantly from 2,000,000 in 2010 to over 6,000,000 today. For more information, visit http://www.inc.com .

ABOUT THE INC. 500|5000 CONFERENCE Each year, Inc. and Inc.com celebrate the remarkable achievements of today's entrepreneurial superstars - the privately held small businesses that drive our economy. The Inc. 500|5000 Conference & Awards Ceremony brings together members of the Inc. community, both a new class of Inc. 500|5000 honorees and the list's alumni, for three days of powerful networking, inspired learning, and momentous celebration. Please join us October 3-5, 2012, at the JW Marriott Desert Ridge Resort & Spa in Phoenix, Arizona. For more information about the 2012 Inc. 500|5000 Conference & Awards Ceremony and to register, visit http://www.inc500conference.com or call 866-901-3205.

For more information about OnBrand24 contact:
Doug Black
Director of Marketing
OnBrand24
dblack@onbrand24.com
978-279-9477
www.OnBrand24.com

Explore expert insights on call center outsourcing, customer experience, and sales trends. The OnBrand24 blog delivers practical guidance for modern customer support.

Mark Fichera

Author's Posts

OnBrand24 Call Center Services Provider Named by TopTenREVIEWS for Quality Excellence

OnBrand24 Talks Call Center Services and Jobs on Georgia Public Broadcasting

3 Conferences, 8 Days

OnBrand24 Call Center Services in Savannah To Fill Up To 50 Job Openings

“Webrooming,” “Showrooming” and Customer Service This Holiday Shopping Season

Outsourced Call Center Services and the Improving Economy

Our Call Center Services Launch in Savannah – In The News

OnBrand24 Opens New Call Center in Savannah, GA | Savannah Call Center

New Savannah Call Center

Call Center Services Provider OnBrand24 in Parnership with Cloud Routing Provider Connect First

OnBrand24 Call Center Services Named by Inc. Magazine One of America’s Top 5000 Fastest Growing Private Companies

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