OnBrand24 has received a flurry of recent news coverage – a feature story in a hospital call center trade publication and another in a daily newspaper.
The January issue of Healthcare Call Center Times ran a lengthy story on OnBrand24’s strategy of introducing the latest customer experience techniques, strategies and innovations to the outsourced hospital / healthcare call center services industry, drawing on our 30 years of customer service outsourcing experience in the e-commerce, retail, help desk, telecommunications and health & wellness markets. This includes using IM, live chat, texting and other social media to supplement traditional phone-based patient support services used in physician referral, class and event enrollment and physician appointment setting programs.
“…as we move into the new health delivery world,” the article reads, “continuity of care becomes of paramount importance. Indeed, the healthcare communications flow between the call center and patients could begin to resemble what (OnBrand24) is seeing in other fields – constant contact over time to handle the stated objectives of the interactions.”
Closer to home, the Salem (MA) News, ran a Q&A interview with CEO Mark Fichera about OnBrand24’s outsourced call center services – for both B2B outbound telemarketing, lead generation, customer surveys and sales appointment setting, as well as inbound customer service outsourcing, order taking and order processing.
The article noted that OnBrand24 had recently been awarded a Workforce Training Grant of $95,700 from the Massachusetts Office of Labor and Workforce Development. The money will be used to train our staff in advanced customer services, sales and sales management strategies.
The Salem News story touched on the aspects of OnBrand24 that make its call center outsourcing unique: all customer service and lead generation specialists are premise-based, meaning they work on-site at our Beverly, MA, location. They also are more mature, better educated and more experienced than the call center industry norm.
The article concludes with Mark talking about the competitive nature of being a Boston call center services company – or at least a Boston-area call center – and the basis upon which OnBrand24 engages with our clients:
“Typically, we don't have long-term contracts, but we do have long-term relationships — we have clients that have been with us for 15 or 20 years — so we have to prove our performance.”