In today’s interconnected B2C and B2B worlds, the stakes involved in each customer interaction are higher than ever. Less loyal and better informed, customers turn to the web for credible peer-review competitive information.
The Result: One customer service misstep can cause real damage. Customers mistreated by call center service providers will immediately jump to Facebook, Twitter or other form of social media to share their negative customer experiences.
These trends drive OnBrand24’s premise-based "advanced agent model" call center staffing methodology for both B2B lead generation and customer service outsourcing.
All OnBrand24 call center representatives - both B2B lead generation / appointment setting and inbound customer service agents - work on-site at one of our three call center locations; Beverly, MA, Portsmouth, NH or Savannah, GA, none work from home as virtual agents. Working on-site promotes better productivity, quality assurance, work performance monitoring, knowledge-sharing and reinforcement of lessons learned during program training.
Our call center outsourcing service staff -- both inbound call center customer service and outbound call center B2B lead generation and appointment setting -- has a combination of maturity, education and professional / sales experience unusual in the call center services industry. Located in eastern Massachusetts near Boston, and in Savannah, GA, we hire from highly educated and talent-rich regions: Nearly 70 percent of our agents have at least a two-year college degree; an average age of 37; and an average of five years call center experience.
Taken together, our customer service specialists, B2B lead generation and appointment setting professionals have the smarts, experience, skills and talent to achieve high rates of first-call resolution and low ATT (average talk time), while boosting your average sales order, strengthening customer loyalty and effectively expressing your brand.
OnBrand24 call center outsourcing is committed to the continual improvement and development of our staff. Our call center agents and account managers undergo advanced coursework from Sandler Training, a global training leader specializing in sales, customer service and call center management. Appointment setting, lead generation, customer service, order processing and Tier 1 help desk - Sandler enhances skills across all call center skill areas.
When it comes to developing “active listening” techniques for lead generation and call center customer service, understanding customers’ real buying motives, handling upset customers and developing an antenna for additional sales and maximized sales orders, OnBrand24 constantly seeks to improve our call center outsourcing skills and deliver great results.
OnBrand24’s high skill-set staff is a core reason our inbound call center and outbound call center clients stay with us on average for more than five years. And that’s the strongest testimonial we know.
Whether you're looking to improve the customer experience or set appointments, contact us today to find out more about our inbound / outbound contact center services. Let's talk about the OnBrand24 call center solution that's right for you.