FREQUENTLY ASKED QUESTIONS
Getting Started
Are you located in the U.S.?
Yes. OnBrand24 operates onshore contact centers across the United States in Dallas, TX; Killeen, TX; Las Cruces, NM; Tampa, FL; Savannah, GA; and Wichita, KS. In total, our footprint spans 16 locations across three delivery regions: onshore in the United States, Canada (Sydney, Nova Scotia), and the United Kingdom (England); nearshore in Guatemala City, Guatemala, Hermosillo and Puerto Penasco, Mexico, San Pedro Sula, Honduras, and San Salvador, El Salvador; and offshore in Cape Town, South Africa (two centers) and Pampanga, Philippines, plus secure work-at-home teams in every region. That geographic flexibility lets us match delivery to your budget, language needs, and CX requirements across inbound (customer service, order taking/order processing, help desk) and outbound call center services (B2B lead generation, sales appointment setting, customer surveys).
How many employees do you have?
OnBrand24 has grown to 10,000+ employees working on inbound call center customer service, order processing, and Tier 1 help desk programs, and on outbound call center B2B lead generation, appointment setting, customer win-back, and customer/market survey campaigns.
What hours do you provide call center services?
OnBrand24 provides call center outsourcing on a 24/7/365 basis, including holidays.
Do you source out the calls or make them yourself?
OnBrand24 executes all client programs ourselves; we never source out calls. We do this for several reasons: superior call center outsourcing quality assurance, productivity, cost control, and performance monitoring of our call center services representatives. This principle applies equally to our inbound call center and outbound call center programs.
Do you use virtual agents?
OnBrand24 pairs premise-based facilities with a secure work-at-home program. Our on-site teams promote quality assurance, performance monitoring, teamwork, knowledge sharing, and morale, while our work-at-home agents add scalability, business continuity, and geographic reach under enterprise security protocols. Learn more about our work-at-home call center solutions.
Who is the typical OnBrand24 agent?
This is a key difference between OnBrand24 and other outsourced call center services companies. We invite you to read about OnBrand24 agents; they have more maturity, experience, and education than the call center industry norm. OnBrand24 customer service, order taking/order processing, and B2B lead generation/appointment setting specialists have an average age of 37, at least five years of sales or call center experience, and most have at least two years of college education, while many have their Bachelor's degrees. If your need is inbound customer service, order processing, and help desk call center services, we hire skilled specialists who can handle complex product questions, order taking, order status, and technology queries while also representing your brand. Our agents are trained, and continually monitored, to reduce ATT (average talk time) to a minimum while maximizing the average sales order and pursuing cross-selling and upselling opportunities. If your need is B2B lead generation, appointment setting, customer surveys, sales, or another outbound call center program, OnBrand24 has a proven business development methodology that identifies decision makers and buyers. Clients of our outbound call center programs typically realize a healthy ROI.
What makes OnBrand24 different from other call center services companies?
A combination of factors makes OnBrand24 outsourced contact center services different, beginning with the quality of our customer service and B2B lead generation agents, along with 30+ years of experience, flexible onshore, nearshore, and offshore delivery, and a "boutique" service approach that delivers senior management involvement and commitment to the success of each client's customized program. OnBrand24 also works to forge a true, transparent, and accountable call center outsourcing partnership with our clients. We invite you to read more about our difference.
Do you help with scripts and dialogue plan development?
Yes. We work closely with our clients to build dialogue plans and talking points that emphasize key sales and branding messages to be articulated by our call center representatives. OnBrand24 does not "script" agents, because scripting sounds artificial. Instead, for both our customer service call center programs and our outbound call center campaigns (B2B lead generation and appointment setting), we prepare our agents with talking points, and we role play before the program begins. We also provide them with extensive Q&A documents.
Why should I outsource my call center?
To improve inbound customer service; generate more inbound sales revenue; collect more new sales leads; lower your business costs; and reduce HR administrative tasks. A call center outsourcing service can also rapidly scale your program up and down based on changing call volumes, and an outsourced call center should deliver on all of these objectives. OnBrand24 does. A good contact center services provider is operationally optimized, utilizing advanced call center technology, and it has a highly trained staff of customer service specialists who are assigned to scalable programs that can expand and retract as your call volume needs change. This enables clients to off-load the costs of maintaining their own contact center infrastructure, and it eliminates the personnel headaches of hiring and laying off employees during seasonal increases or decreases in call volume. Bottom line: the two primary reasons to outsource your call center are to lower your business costs and boost revenues. OnBrand24 has 30+ years of experience as a trusted outsourced contact center services partner.
Can I trust a third-party call center with my customers?
You can trust an outsourcer if it is characterized by transparency, accountability, and quality assurance. At OnBrand24, all of our calls are recorded and the outcome of each call is assigned a "disposition code." OnBrand24 clients receive detailed reports about the resolution of all calls we either take (inbound customer service) or make (B2B lead generation and appointment setting), and call recordings are available to the client. In addition, OnBrand24 maintains an "open house" policy: clients are welcome to visit us and view our agents working on their behalf at any time. Another key to trustworthiness is training. All OnBrand24 agents receive lengthy screening and general training in the fundamental principles of customer service and B2B lead generation, and they are also trained on the specific needs of each client's program, be it for inbound call center or outbound call center services. Our clients typically take a strong role in training our agents; we provide direct access to their OnBrand24 agent teams to discuss their companies, products, services, and brands, and our management team closely supervises agents to ensure they are articulating your product messages and corporate brand. Finally, you want a call center outsourcing service provider that views itself as a partner with its clients, not just a vendor.
How can I be confident that your agents can represent my company?
We encourage our clients to listen to recordings of our customer service and B2B lead generation/appointment setting specialists talking to customers. We also maintain an "open house" policy in which clients are invited to visit OnBrand24 at any time to observe their agent team at work and to meet with their call center services teams. We invite you to read more about OnBrand24 agents, and don't miss the video.
What kind of training do you give your agents?
Our call center services representatives receive extensive training in the fundamentals of excellent customer service, order taking, B2B lead generation, and appointment setting. We also invest in the skills development of our staff. Each OnBrand24 call center services employee is trained by experienced trainers, and employees go through over 50 hours of rigorous training in customer service, upselling and cross-selling, B2B lead generation, and appointment setting. These principles are then put to work for our clients, who work in tandem with OnBrand24 managers and supervisors to train our agents for each client's customized program. This includes training on sales, product, and corporate messaging, on company and product policies, and on program procedures. OnBrand24 has a "train the trainer" methodology, in which program supervisors are responsible for training new team members on client programs. We also conduct frequent team "retraining" exercises in which program teams meet, share knowledge, and highlight successful tactics and strategies.
What kind of reporting do you provide?
OnBrand24 provides either customized reports or any of the hundreds of standard reports available through our cloud-based contact center platform. Our reporting is highly detailed and customized to provide insight on the program metrics our clients care about most, covering metrics such as ATT (average talk time), abandonment rates, first-time resolution, and time-to-answer. OnBrand24 provides as much detail as our clients want and issues reports as frequently as needed: monthly, weekly, or daily. Our reporting supports our "no surprises" billing methodology, because it enables OnBrand24 clients to track and closely approximate monthly call center outsourcing fees. This applies both to inbound customer service outsourcing programs and to outbound telemarketing/B2B lead generation/sales appointment setting campaigns.
What's your rate of staff turnover?
Our annual turnover is approximately 20 percent, much lower than the outsourced call center services industry norm. OnBrand24 has an energized, positive environment that includes incentives for outstanding work performance and promotion from within. We also convey to our staff the value we place in them by providing employee benefits not typically seen in the call center services industry, including health insurance, wellness incentive programs, and matching 401K. All of these factors contribute to OnBrand24 staff stability and a low turnover rate.
What's the difference between OnBrand24 and an answering service?
OnBrand24 offers a range of outsourced telemarketing call center services far beyond the capabilities and skill set of an answering service. We provide a complete array of inbound call center customer service outsourcing capabilities, including order processing and order taking services, Tier 1 help desk, credit card processing, and real-time assistance for members of health and wellness and insurance programs, and our call center customer service specialists are also trained in cross-selling and upselling. For outbound call center programs, we offer B2B lead generation, sales appointment setting, customer win-back, and market survey capabilities; our agents are adept at cold calling, quickly establishing rapport with prospective customers, generating leads, and closing sales for our clients. The skills required to carry out these call center outsourcing services are more demanding than those needed for answering services, which are typically focused on inputting a caller's message and contact information and passing it along. OnBrand24 agents work from professionally managed contact center facilities and a secure work-at-home program, backed by the training, quality assurance, and reporting infrastructure an answering service can't match.
Have you received industry recognition or awards?
Yes. OnBrand24 has been named to the Inc. 5000 list of the fastest growing privately held companies in the United States for several years.
What year were you founded?
We were founded in 1981 to provide a complete array of contact center services: call center customer service, order processing, Tier 1 help desk, lead generation, appointment setting, customer win-back, and customer/market surveys. Since 1981 we have worked with hundreds of inbound call center and outbound call center clients.
Where are your clients located?
We are a national call center with clients all over the United States, as well as globally, supported by our onshore, nearshore, and offshore delivery locations.
How much do you charge?
OnBrand24 call center outsourcing pricing varies according to the call volume and the complexity of each client's program, and we develop custom outsourced call center services programs around your needs. Shared and SMB programs start at $2,500 per month. We would be happy to develop a call center services proposal for you after discussing your needs; OnBrand24 understands business models vary, and we are exceptional at creating incentivized base plus variable cost models for our partners.
What do your bills look like?
OnBrand24 billing is straightforward: no hidden or extra fees. We offer a flexible billing methodology that enables clients to choose the contact center outsourcing model that best suits their needs. For outbound call center services (B2B lead generation, sales appointment setting, customer and market surveys, customer win-back), clients are only billed for the time agents are logged on and working on their campaign. For inbound call center services (customer service outsourcing, order processing, live chat support, help desk, social media support, etc.) we have two approaches: for small to medium call volume programs we offer shared, "time-on-task" billing in which we charge only for the minutes our agents are on the phone with a client's customer, and for larger call volume needs, or programs that require specialized knowledge, we construct dedicated programs with dedicated teams of agents who work only on a single client's program, with the client charged by the hour. Using our contact center services reporting software, OnBrand24 clients can track their monthly call center outsourcing costs on a weekly or daily basis.
How much call volume can you handle?
OnBrand24 is built to scale in both directions. Shared-agent programs give small and mid-sized businesses right-sized coverage without paying for idle capacity, while dedicated programs scale to enterprise call volumes with teams of agents across our onshore, nearshore, and offshore locations. Programs flex up and down as your volumes change, including seasonal peaks, product launches, and unexpected surges.
Do you work on a pay-per-performance basis?
OnBrand24 outbound call center programs (B2B lead generation, appointment setting, customer win-back, customer/market surveys) usually work on a per-hour basis. However, we are flexible regarding incentive provisions, particularly after the initial pilot phase is completed, when we have developed expertise in delivering a client's call center services program.
How do you compete with low-cost offshore call centers?
We don't compete with offshore call centers; we offer offshore delivery, alongside US onshore and nearshore options. Instead of a one-size-fits-all price point, OnBrand24 matches the delivery geography, or a blend of geographies, to your budget, language requirements, and CX standards. Every location operates on the same training, quality assurance, and reporting model, so you get the cost profile you need without compromising service quality, whether your program is help desk, order processing/order taking, B2B lead generation, appointment setting, customer surveys, or customer win-back.
Still have questions? Let's talk.
- For anything not covered on our FAQ page, our team is one call or contact form away
- Get a custom proposal after a quick conversation about your program
- Shared, dedicated, and blended programs across 16 global locations