US-BASED CUSTOMER SERVICE OUTSOURCING
Customer Service Outsourcing That Feels In-House
OnBrand24 delivers outsourced customer service through true brand ambassadors: full-time, benefited agents who act as a transparent extension of your team across voice, SMS, chat, email, social, and video. For more than 30 years we have raised customer satisfaction and brand loyalty for our clients while lowering their cost to serve.
Companies usually start looking into outsourcing customer service when:
- Rising volume and hold times are dragging down CSAT and reviews.
- Recruiting, training, and attrition are burning money and management time.
- Customers reach out at night and on weekends, and nobody answers.
- Your best people are stuck on repetitive tier-1 tickets instead of growth work.
THE ADVANCED AGENT MODEL
What Sets OnBrand24's Outsourced Customer Service Apart
Customer service employment at OnBrand24 is not an entry-level job. Our Advanced Agent Model means representatives who are more educated, experienced, and mature than you will find in typical call center environments.
Typical outsourced customer service
- High-turnover, entry-level staffing reading from rigid scripts.
- Agents spread across accounts with no real brand immersion.
- Cost savings that quietly erode your customer experience.
OnBrand24's Advanced Agent Model
- Full-time agents with benefits, incentives, and a real career path.
- Nearly 70% hold at least a two-year degree, with five years average call center experience.
- Predictive index assessments that match agent personalities to your brand.
WHAT'S INCLUDED
Full-Service Customer Support, Every Channel
One outsourced customer service team covering every way your customers reach you: voice, SMS, chat, social, video, and email.
Phone Support
Inbound customer care calls answered in your brand voice, with first-call resolution as the standard.
Live Chat & Email
Immediate written support around the clock, so customers never have to wait for business hours.
Social Media Support
Agents monitoring and responding across your social channels before small issues become public ones.
Order Support & Processing
PCI DSS Level 1 certified order taking built by our Solution Architects, with accurate capture and secure delivery.
Help Desk & Tier 1 Tech
Troubleshooting, password resets, and product questions resolved by trained help desk professionals.
Up-Selling on Service Calls
Sandler-trained agents who grow average order size while they solve the customer's problem.
GETTING STARTED
How We Stand Up Your Customer Service Team
Turnkey contact centers ready on demand: associates, training, facilities, technology, and operational expertise.
1
Discovery & CX Audit
We map your volumes, channels, policies, and CSAT goals, then design the right team and coverage plan.
2
Knowledge Base & Training Build
Your program team builds call flows and a knowledge base while agents complete brand immersion training.
3
Certification & Launch
Agents pass role-play certification on your products and policies before their first live customer.
4
Measure & Improve
We track CSAT, resolution, and service level daily, and coach against them relentlessly.
BY THE NUMBERS
An Agent Team Built Differently
The Advanced Agent Model in numbers, straight from our hiring standards.
70%
HOLD A 2-YEAR DEGREE OR HIGHER
Nearly seven in ten OnBrand24 agents bring college education to every customer conversation.
5 yrs
AVERAGE CALL CENTER EXPERIENCE
Seasoned representatives, average age 37, who have handled your toughest customer scenarios before.
Full-Time
AGENTS WITH FULL BENEFITS
Career agents who stay, which is why your customers keep hearing familiar, confident voices.
THE ONBRAND24 ADVANTAGE
Why Brands Trust Us With Their Customers
True Brand Ambassadors
Extensive brand immersion means agents assimilate to your culture and represent it authentically on every contact.
Turnkey, On-Demand Capacity
Scalable US contact centers with the associates, training, facilities, and technology ready to deploy on demand.
Rigid Hiring, Real Screening
Custom recruiting workflows, pre-employment testing, and background screening before anyone takes your calls.
Automation + Human Skill
A blend of automation and skilled agents that raises satisfaction and order values while lowering your cost to serve.
FREQUENTLY ASKED QUESTIONS
Customer Service Outsourcing, Explained
What is customer service outsourcing?
Customer service outsourcing means partnering with a provider whose trained agents handle your customer support under your brand: phone, live chat, email, and social. Instead of recruiting, training, and managing an internal team, you get an established operation with the people, facilities, and technology already in place. It is one of the core inbound call center services OnBrand24 has delivered for more than 30 years.
Will outsourced agents really sound like my brand?
That is the point of our Advanced Agent Model. We use predictive index assessments to match agent personalities to your brand, then put agents through extensive brand immersion so they assimilate to your culture before taking a single contact. Meet our agents to see the difference.
How much does customer service outsourcing cost?
Pricing depends on your agent model (dedicated, semi-dedicated, or shared), contact volume, hours of coverage, and program complexity. Our shared service model starts at a $2,500 monthly minimum, which is typically far less than the fully loaded cost of one internal hire. Request a free call center quote for exact numbers.
Can you provide 24/7 and overflow customer support?
Yes. OnBrand24 provides 24/7/365 coverage, after-hours and weekend answering, and overflow support that absorbs seasonal spikes and product launches, so your customers always reach a person.
Is it safe to let an outsourced team take payments?
Yes. OnBrand24 is PCI DSS Level 1 certified, the strictest security standard in the payment card industry, so outsourced agents can take orders and payments while your customer data stays protected.
Ready to give your customers a better experience?
- CSAT and reviews should be a growth lever, not a liability
- Get experienced agents without the recruiting grind
- Coverage that scales with your busiest season