OnBrand24 is a leading Massachusetts call center with facilities also in Savannah, GA, and Portsmouth, NH. OnBrand24 has clients throughout the U.S., Canada and the U.K. We deliver exceptional domestic, 24/7/365 call center outsourcing for companies in the catalog, e-commerce, retail, business services (membership and continuity), food and beverage, technology, healthcare, hospital, insurance and manufacturing industries.
We have more than 350 employees working at call center facilities in Beverly, MA (headquarters), Savannah, GA, and Portsmouth, NH. A vibrant and growing company, OnBrand24 was recently named to the Inc. 5000 of America’s fastest growing companies. We also were awarded top honors by TopTenREVIEWS for the second year in a row for outstanding call center solutions excellence.
Inbound call center support models include: customer service outsourcing, order processing / order taking, inside sales (upselling/cross-selling), help desk, live chat support, social media support, physician referral and class registration.
OnBrand24 serves the role of both semi and dedicated outsourced call center customer service or lead generation support team for many of our clients (they do not have either internal staff or another contact center running in parallel to us) and has evolved a model of call center service excellence for 30+ years designed to provide maximum ROI to our partners in an environment built to ensure maximum up-time (with all required redundancies and fail-over procedures in place) and compliance with industry best standards.
We service a diverse client base, from start-up companies to Fortune 100. Our sweet spot is designing a cost effective model where high quality representation and call metric adherence are focal points for a successful partnership, regardless of our partner’s size, audience or call volume.
Most OnBrand24 client partners rely on us to either fully design the most efficient and effective call center solution model for them or to consult on the model they propose. We offer an experienced call center management team who are well versed in absorbing our client’s brands and service requirements. They provide experience-based direction on how to successfully achieve program objectives throughout the solution model. Whether it's an inbound customer service or a B2B lead generation program, OnBrand24's management team has a deep well of experience to draw upon.
The most critical differentiators of OnBrand24 call center outsourcing services are the people we employ (both our call center agents and our management team). In the call center outsourcing business, the people who represent your company and products are the most vital ingredient for success. All of our representatives deliver call center services from our three call center facilities – no one works from home as a virtual agent. We believe this model promotes superior quality assurance, better customer service and productivity.
The people at OnBrand24 are among the best you will find in the call center services industry. Our average client tenure exceeds five years. This is a direct reflection on both our commitment to quality and effective partnership with our clients. Ultimately this is directly represented by and through the customer care and outbound call center specialists who service your customers.
OnBrand24 believes in the continual improvement of our call center employees. In addition to thorough training on the fundamentals of call center customer service, lead generation and appointment setting excellence when our representatives are hired, they also undergo a comprehensive training regimen with Sandler Sales Training, a global leader in customer service and sales training. They also receive frequent refresher training courses with our clients, who update their program supervisors and members of their teams of representatives on their company, products, sales messages and brands. OnBrand24 believes call center outsourcing is an exercise in continual learning and skill development.
OnBrand24 is used by a wide variety of companies across multiple industries to serve as a critical business development support service. Our lead generation and appointment setting campaigns are staffed by call center outsourcing representatives who are completely focused on cold calling. They are not distracted by the many other tasks that most salespeople must handle. As a result, we can assign a team of lead generation agents on an appointment setting program, and they will call hundreds of accounts in a short period of time and send our clients high quality sales leads.
OnBrand24 handles an impressive variety of customer service solutions for clients across many different markets and industries. Our call center agents can handle complex messaging while providing your customers helpful and knowledgeable service. Using advanced Multi-Channel contact center technology; our agents are able to move seamlessly across all channels of customer service like social media, email and live chat. Agents work more efficiently and provide a better customer experience to your customers across all channels.
In addition, OnBrand24 is far more nimble than our competition in the call center outsourcing industry. Whether it's call center customer service or an appointment scheduling program, we can typically discuss opportunities and challenges, determine courses of action and implement solutions while our competitors are still in the discussion phase. We offer a horizontal call center management structure and empower our dedicated call center employees. We do everything possible to maintain and develop every customer relationship for our clients and believe that our flexible and responsive nature helps ensure the success of our clients' programs.
OnBrand24 also offers our clients direct access to their representatives in addition to our executive team. We want our clients to know the call center agents servicing their brand on a first name basis and vice versa. Most of our competitors do not allow their representatives to have direct contact with their clients. At OnBrand24, our agents pride themselves on being a seamless extension of your brand and we want them to feel as though they are a part of your team.
In addition to our people and flexibility, we offer cutting-edge technology (with the Five9 phone system and call center services software as the backbone of our infrastructure), a premise-based model, a scalable workforce (up and down), over 30 years of call center customer service and lead generation experience and a secure environment built on industry best standards.