Request a Quote

Important Considerations When Deciding to Outsource to a Call Center

Mark Fichera

 

Deciding to take the plunge to outsource to a call center is a major decision. Turning over the critical function of customer interaction to a third party carries with it inherent risks. But those risks can be managed correctly , enabling the advantages of call center outsourcing to be realized.
Read More
Topics: Call Center Solutions, Call Center Outsourcing, Telemarketing Services

E-commerce Sales Jump 16+ Percent in Third Quarter

Mark Fichera

November 20, 2014 – The U.S. Commerce Department announced that American consumers spent $78.1 billion on e-commerce purchases in the most recently completed quarter, with e-commerce representing 6.6 percent of all retail sales.

That’s a jump of 16.2 percent in e-commerce consumer activity over the third quarter of 2013 and more than 4 percent above Q2 of this year.    

Read More
Topics: Customer Service, Call Center Outsourcing

Virtual vs. Premises-based Call Center Services

Mark Fichera
November 18, 2014 - The perennial debate over virtual vs. premises-based call center services will never end, and that’s because there is no single correct answer. But there are correct answers, in our opinion, depending on the type of product or service requiring a call center customer service program.
Read More
Topics: Customer Service, Quality Assurance, Call Center Outsourcing

10 Things That Should Never Happen in a Customer Service Call Center

Mark Fichera

Nov. 12, 2014 - Call center customer service is important work, rewarding work and it can also be frustrating work. A big part of being professional within a call center services setting is handling frustrating situations with angry callers in a patient way that is intended to resolve the situation in a way that retains the customer’s loyalty and good will.

It can be difficult for the customer service representative to keep his or her composure with an angry or rude caller, and to remain professional throughout a full day of handling inbound calls. But it’s what is required of call center work, remaining professional at all times.

Read More
Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing

OnBrand24 Exhibits at Contact Center Demo Conference, Chicago

Mark Fichera
Nov. 7, 2014 - More than 1000 call center managers, consultants and service providers went to this week’s Contact Center Demo and Conference at the Hyatt Regency Hotel in Chicago, and the response was that it was an excellent event.


The conference, held by the International Customer Management Institute (ICMI), was centered on boosting call center operations, on utilizing advanced technology and putting in place effective IT strategies, personnel management and lowering staff turnover, training and overall operations.

Read More
Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing

OnBrand24 Is Merchant Level 1 PCI Certified

Mark Fichera
October 21, 2014 - OnBrand24 has stepped up its credit card and consumer protection infrastructure on behalf of its inbound customer service call center clients and their customers. The company has earned a Merchant Level 1 PCI certified call center services provider. This ranking, rare among outsourced call center services providers, was certified by CompliancePoint, Duluth, GA, a qualified security assessor (QSA) company that offers consulting, audit and training services that help businesses mitigate risk and ensure compliance with the complex array of state, federal and international laws.

“Our clients place great trust and faith in us to properly and securely protect their customers’ credit card and purchasing data, and this is a responsibility we take very seriously,” said Mark Fichera, CEO, OnBrand24. “With the security breaches that have taken place at Target, Home Depot and, more recently, a potential breach at Staples,it’s important that we take every measure possible to ensure that customer data is handled in the most secure manner. This is a critically important aspect of customer service.”

Read More
Topics: Accountability, Quality Assurance, Call Center Outsourcing

OnBrand24 at SOCAP 2014 Annual Conference

Mark Fichera

Oct. 14, 2014 - OnBrand24 will be an exhibitor at the SOCAP International (Society of Customer Affairs Professionals in Business) 2014 Annual Conference, which will address The Customer Experience Journey as its central event theme.

Read More
Topics: Customer Service, QA, Customer Service Quality, Call Center Outsourcing

Call Center Services Technology: How Far We've Come

Mark Fichera

Sept. 24, 2014 - As with nearly all aspects of life, technology is revolutionizing outsourced call center services. And as with so many other things, it’s hard to comprehend how the call center did its job, back in the day, without technology accessible to everyone.

Read More
Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing

What's NOT Trending in the Outsourced Call Center Services Industry

Mark Fichera

Sept. 23, 2014 - We understand there are approximately 3,000 outsourced call centers in the United States. It’s not news if one of the other 2,999+/- states something that we disagree with. But those statements are food for thought, so we thought we’d take one of our competitors on.

Read More
Topics: Call Center Outsourcing

How to Hire Call Center Customer Service Representatives

Mark Fichera

Sept. 22, 2014 - If you put an employment listing for a call center customer service agent on craigslist you’ll probably get a good response. Many of them will be those looking for their first “real” job – people who, to date, have worked at grocery stores, fast food restaurants, worked construction and so forth. Now they want something else so they figure they’ll give call center services work a try.

Read More
Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing