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.
An efficient branding strategy is essential for successful companies, therefore it is imperative that every employee and business partner of the company stays consistent and "on-brand" with this strategy. The term On-brand was recently added to the Merriam-Webster dictionary and defined as "appropriate to, typical of, consistent with or supportive of a particular brand or public image or identity. "With call centers being an extension of a company's brand it is especially important for them to be on-brand with each account.
Here are 6 ways that OnBrand24 gives an on-brand attitude from the start;
Software Integration - Software integration and customization allow our call center agents to use the same system clients are using in house so everyone is on the same platform. This allows agents to have seamless and informed customer interactions across all channels; phone, email, chat and social media.
Brand Training - Our in-depth brand training programs create Brand Ambassadors, trained to be a direct extension of our clients' brand. Training and account managers generally visit with clients at their HQs to become fully engrossed in their brand values, brand personality and culture. Our agents then go through extensive hands-on training with training managers and in some cases trainers directly from the client to learn about the brand and company culture. We develop custom training processes, agent incentives, reporting and more to fall in line with the company's brand. The client always has direct access to our representatives and can also choose to offer incentives of their own.
Branded Areas - Whether it be a section of the call center or a specific office, each client we serve has a branded area in which their merchandise is kept so that the agents may tactilely interact with them. This gives them the knowledge and experience they need to provide accurate information and advise customers just as reps would in-house. For example, upon partnership with a large, national furniture chain OnBrand24 added the clients' furnishings as well as some branded marketing materials (i.e. signage and pamphlets) throughout the center for the agents to engage with. A national baking company regularly sends an abundance of their baked goods to the call center for the agents to enjoy as well as get familiar with the packaging and ingredients.
Dedicated Teams - From the start of the partnership, account managers trainers and agents are heavily involved in all aspects of the relationship. From brand training to production and recurring training updates
Reporting - QA managers monitor calls, emails and chat using customized call center quality assurance forms and scorecards that are created jointly with the client to ensure our Brand Ambassadors are following the correct procedures. This practice ensures customer satisfaction and loyalty. Calibration with client teams and ours ensures the voice of the customer is heard correctly and agents are communicating consistently both in-house and outsourced. We offer complete transparency to ensure we are always OnBrand.
Quarterly Business Reviews - Our account managers provide clients with a quarterly in-depth analysis which includes reporting on call/email/chat volume, call times, after-call work time, agent performance and scorecards, as well as information regarding any issues that may have arose. During these reviews we also provide insight on how to improve on certain call related aspects.
OnBrand24's call center staff delivers next generation customer experiences every day. We help companies better connect with their customers and assist them in building a solid brand loyalty. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. OnBrand24 provides multi-channel call center services to clients in nearly every industry and vertical, from; automotive; banking and financial services; to insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector.
Are you looking for a call center partner who will provide your customers with the same level of passion and dedication that you offer in-house? Contact us today to see how OnBrand24 is the perfect fit for your brand!