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5 Vital Characteristics of Successful Customer Service Agents

Jamie Sharp
Let’s face it - when outsourcing customer service, you are entrusting a partner to treat your most precious asset-your customers- with the utmost respect, care and professionalism.  Creating an environment in a third party call center starts with having the right culture, DNA, and values to achieve this goal in hiring, training, and deploying resources to their partners.  According to OnBrand24’s COO Michael Moody, there are a handful of vital characteristics each team member must possess.
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Topics: Customer Service, Call Center Agent

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

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

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