Top Call Center Service Solutions

OnBrand24 has won the Gold Award from TopTenREVIEWS, an independent reviewer of business services and products, for excellence in offering top call center service solutions.

It’s a staple of conventional business wisdom that 60 percent of your growth should come from existing customers. 

But what about customers in name only (CINOs)?  We’re talking about companies and people that had been loyal, had renewed their PO’s year in and year out, reliably purchased your new products, bought ad-on services and warranties – until one day, you and your sales team noticed they had gone quiet.  No good-byes.  No "I've met someone else."  They had simply become inactive.  These are CINOs.

Appointment setting – securing meetings with new prospective customers via cold calling – is one of the most challenging aspects in the entire repertoire of sales challenges.

But appointment setting is also one of the most valuable. In fact, it’s essential to keeping the sales pipeline fed and cared for. Filling the calendar with quality sales appointments is essential to healthy growth and to having a happy sales team.

What are the essentials for effective appointment setting?  Here are a few of the most important:

OnBrand24, a leading call center services provider with outsourced call center facilities near Boston and in Savannah, GA, has begun 2014 with several new client wins and the expansion of its outbound B2B lead generation and inbound customer service call center staff.

When it comes to call center services representatives, there are traits that the star performers tend to have in common. 

Hiring a call center services outsourcer for a B2B lead generation campaign is a big step for many companies. But in the end, they decide to take that step because their sales team doesn’t have enough leads in the sales pipeline and because their sales people are too busy to do cold calling themselves.

The impact of bad call center service is so harmful that it’s surprising how commonly it occurs. We have recently heard about the extreme long waits suffered by credit card holders seeking to discuss the security of their accounts after the recent Target and Neiman Marcus credit card breeches.  In situations like this, the poor customer service inherent in being left on hold is usually compounded by a second source of extreme annoyance: endless repetition of the hold message: 

“Thank you for calling, your call is very important to us, we are experiencing longer than normal wait times for customer service, please remain on hold.”

After the 10th hearing, it can be assumed most of us understand the message. And the thought occurs to most us – possibly after only the fifth hearing – that if my call is so important why am I being left on hold for so long?

In the credit card situation, we heard of one customer who put his phone on speaker, proceeded with his work, and heard the hold message for nearly an hour before his call was answered by a live call center customer service representative.

We’ve been recharging our outbound lead generation and customer service batteries with the Sandler Institute, a leading customer service, sales and management training company.

Getting “Sandler Certified” means each of our customer service and B2B lead generation specialists has undergone 50 hours of in-depth training in advanced cold calling, prospecting, account management, customer support, and phone skills.  This includes cross-selling and upselling, leveraging additional sales opportunities, putting inbound callers at ease and effectively representing our clients’ brands.