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Call Center Recruiting in 2023

Ethan Davis

The call center sector is a critical linchpin in customer service, bridging businesses and consumers but despite its essential role, the industry confronts substantial issues in maintaining a skilled workforce, a situation heightened by high employee turnover and exacerbated in the wake of the COVID-19 pandemic's disruption to traditional hiring practices.

  1. Exploring the Changing Landscape of Recruitment: In today's fast-paced environment, the phrase "time is money" holds weight in the hiring sector.  The pressing need for rapid hiring should not overshadow the critical aspect of recruiting diverse, skilled individuals.  The goal must be beyond speed, building a robust and varied team that can withstand unexpected obstacles and market changes.  As the call center market is expected to approach $481 billion by 2024, refreshing and fine-tuning hiring plans is paramount for contact centers.  This adjustment includes meeting necessary skills and exploring new, innovative platforms rich with potential candidates.

  2. Embracing Technological Innovations in Hiring: The era of sifting through mountains of paper resumes is fading, especially in sectors accustomed to mass hiring.  Modern hiring approaches are firmly rooted in technological advancements.  These innovations, from AI-led evaluations to automated onboarding and detailed data analysis, have entirely reshaped the hiring landscape, presenting challenges in a crowded labor market.  This shift places potential employees in a beneficial position, leading recruiters to devise and offer competitive packages to lure and retain elite talent.

  3. Utilizing Data for Informed Decisions: The success of a recruitment strategy lies in its effectiveness and the caliber of its recruits.  Utilizing advanced tools like recruiting yield ratios enables recruiters to gauge the success of their hiring methods meticulously.  Such detailed analytics provide in-depth insights, allowing hiring teams to allocate resources wisely and capitalize on the most beneficial platforms and strategies.

  4. Moving Away from Traditional Hiring Models: The outdated one-size-fits-all recruitment model is giving way to more customized approaches.  The global shift towards remote work, accelerated by technology and recent health crises, breaks down geographical barriers, offering recruiters access to a worldwide talent pool.

  5. Establishing an Appealing Corporate Image: Call centers must establish a unique, attractive corporate identity in a fiercely competitive arena.  This identity goes beyond just competitive salaries.  It includes creating an environment where employees feel valued and integral to the company's mission and straightforward career and personal growth opportunities.

  6. Highlighting Essential Future-Ready Skills: Even as technology continuously reshapes industry, human skills like empathy, reliability, and problem-solving remain irreplaceable.  Emphasizing these skills in the hiring process can significantly enhance the customer service experience, setting a new industry standard.

  7. The Growing Role of Automation in Recruitment: Current automation tools are designed to expedite the recruitment process and improve the overall experience for prospective candidates.  They manage repetitive tasks and utilize advanced strategies to connect with suitable candidates.  Automation is fast becoming a fundamental element of contemporary recruitment.

In this rapidly changing world, flexibility is the essence.  Call centers must remain adaptable, staying abreast of technological, market, and employee trends.  By effectively utilizing technology data analytics and focusing on employee welfare and development, they can successfully overcome recruitment challenges and mold a workforce ready for today and the future.

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Topics: Call Center Outsourcing, Call Center Recruiting

Transform Your Call Center with Automation

Chris Alexander

The use of automation in contact centers has the potential to transform the way that businesses interact with their customers. By implementing automation technologies, businesses can improve the efficiency and effectiveness of their customer service operations, ultimately leading to a better customer experience. Here are some ways that automation can help transform your contact center:

  1. Improved efficiency: Automation technologies can handle routine tasks and inquiries, freeing up your customer service agents to focus on more complex or high-value issues. This allows your team to handle more customer interactions in a shorter amount of time, improving efficiency and productivity.

  2. Enhanced customer experience: Automation technologies can provide customers with quick and accurate responses to their inquiries, improving the overall customer experience. For example, an automated chatbot can provide instant answers to frequently asked questions, freeing up customer service agents to handle more complex issues.

  3. Increased scalability: Automation technologies can help businesses handle large volumes of customer interactions, making it easier to scale customer service operations as needed. This is especially useful during peak periods when there may be a higher demand for customer service.

  4. Reduced costs: Automation technologies can help reduce the cost of customer service operations by streamlining processes and handling routine tasks. This can lead to lower operating costs and increased profitability.

  5. Improved data analysis: Automation technologies can help businesses collect and analyze customer data, providing valuable insights into customer preferences and needs. This can help businesses improve their customer service operations and better meet the needs of their customers.

Overall, the use of automation technologies in contact centers has the potential to significantly improve the efficiency and effectiveness of customer service operations. By implementing automation technologies, businesses can provide a better customer experience while also reducing costs and improving data analysis.

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Topics: Call Center Outsourcing, Brand Loyalty

What Does it Mean To Be On-Brand?

Betsy Breitborde

What is Branding, Why Is it Important? 

Branding is the promotion of a particular product or company by means of advertising and distinctive design. One of the most important reasons to develop a comprehensive and effective strategy for your brand is to gain recognition and build brand loyalty. This has always included most importantly the company's logo, typography, slogans and color schemes. In more recent years branding has become about much more than just logos and color schemes. Nowadays a brand includes every single touch-point your customers have with your company. That of course includes the customer service experience, especially in today's fast-paced technological world. The ever growing use of social media can make or break the company's brand loyalty.

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Topics: Call Center Outsourcing, Brand Loyalty

OnBrand24 Savannah adding jobs, celebrating growth and expansion

Betsy Breitborde


     OnBrand24 opened the Savannah, GA call center a little over 2 years ago, with only 8 representatives.  On Tuesday, OnBrand24 announced the remodel of a new space in the Chatham Center Drive area to house nearly 200 representatives.  Due to the explosive growth in the company over the last 2 years, OnBrand24 is expanding rapidly to fufill the needs of our customers, enabling us to scale up for seasonality and for organic program growth. 

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Topics: Call Center Solutions, Call Center Outsourcing

Why Your Sales Reps Shouldn't Waste Their Time Setting Appointments

Betsy Breitborde



Is the fact that your reps are cold-calling and setting appointments causing a leaky sales pipeline?

If you’re a sales leader who’s been faced with a team full of empty pipelines, then chances are you’ve spent quite a bit of energy cajoling sales reps to pick up the phone and make cold calls to fill their funnels. It seems like a solution. After all, more calls, more leads, more opportunities, more sales, right?

What if I were to tell you that this is actually wasted effort?... that the empty pipeline isn't actual problem, but a symptom of something much bigger?... something that will continue to haunt you, as it has for the many years you've been in the business.

Here are five reasons why sales reps shouldn’t waste their time making cold calls and setting appointments.



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Topics: B2B Lead Generation, Call Center Outsourcing, Sales, Outbound Call Center Solutions

6 Reasons Why Outsourced B2B Appointment Setting Works

Betsy Breitborde

Are you toying around with the idea of outsourcing B2B appointment setting services?

Sales leaders know that a great way to qualify leads and build the funnel is to pick up the phone and set an appointment with a fresh contact. Unfortunately, that takes time, specialized skills, technology, and money to profitably generate quality sales opportunities over the phone.

So, if the thought of cold calling is causing you to lose your hair faster than you may be genetically predisposed, or you’re just looking to boost your pipeline, then check out this list of 4 reasons why hiring an outsourced call center may be the best decision you make this year.

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Topics: Call Center Outsourcing, Benefits of outsourcing to a call center

What Can Outbound Call Center Services do For Me?

Betsy Breitborde

Are you considering contracting outbound call center services for your business, and looking for sound advice?

Call centers come in many forms, but they can be put into two main categories: inbound & outbound.

Although they have a lot in common when it comes to structure and technology, their offerings and impact to your business are as different as night and day. Inbound provides customer service and order processing, whereas outound is all about sales.

But you already have a sales team, don't you? Or, at least, you have a system in place, and possibly even a list of leads that you're going after. So, how would outbound call center services help you

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Topics: Call Center Solutions, Call Center Outsourcing, Outbound Call Center Solutions

7 Questions To Help You Pick The Right Call Center Service

Betsy Breitborde

Want to be certain that you're hiring the best call center services for your company?

With an explosive increase in the number of available call center services throughout the world, business now have more options than ever from which to choose. This benefits companies worldwide by not locking them into selection from a small pool of choices dominating an endless global market.

One caveat, however, is that now business managers are often faced with too many choices, making it difficult to determine which call center service will best suit their individual business needs. It’s great to have the “pick of the litter” in the market, but savvy organizations must be diligent in finding the service that will prove to be the most reputable, most reliable and certainly the most effective.

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Topics: Call Center Solutions, Call Center Outsourcing

3 Reasons Why You Should Consider Outbound Call Center Services

Mark Fichera


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

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