Want to be certain that you're hiring the best call center services for your company?

With an explosive increase in the number of available call center services throughout the world, business now have more options than ever from which to choose. This benefits companies worldwide by not locking them into selection from a small pool of choices dominating an endless global market.

One caveat, however, is that now business managers are often faced with too many choices, making it difficult to determine which call center service will best suit their individual business needs. It’s great to have the “pick of the litter” in the market, but savvy organizations must be diligent in finding the service that will prove to be the most reputable, most reliable and certainly the most effective.

Call center services come in many forms, but they are primarily outbound and inbound.

They are as different as night and day, supporting completely separate functions, managed by different call center agents with contrasting skills and personalities. In most ways, other than interaction with customers on the telephone (or email and live chat), inbound and outbound call centers exist in completely separate worlds.

The question here is about understanding when it's time to bring in a 3rd part inbound call center to support the business, and that starts with knowing what they're actually capable of.

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Outbound Call Center Services Have Evolved

In today’s challenging economic times, companies and organizations are constantly seeking ways to trim overhead, without losing revenue. This, in and of itself, calls for a delicate balancing act; one that can easily fall apart if not strategically and expertly implemented.

With more competition and greater technology available than ever before, a business must stay on the cutting-edge of the market, which means pulling all stops to provide consumers with unique, top-notch services and products that stand apart from all other available vendors. But according to a familiar old adage, “it takes money to make money”, and not all businesses possess the up-front cash flow necessary to maintain a competitive stance against larger, (and more well-funded), organizations.

So, how does a growing company save budget while adding value and services? Certainly not by decreasing benefits to the customer, but rather, by outsourcing tasks and projects in ways that make the most sense for both your market and your bottom line. One primary example of this is through the use of a professional outbound call center.

If you’re like any other growing business, your team members likely spend a substantial amount of time focused on the procurement of new customers, and the increase of revenue in your existing market. However, you must also question whether this is the most optimal use of daily operational activities performed by your in-house staff.

It can be very stressful, to say the least, to work in a call center as an agent. It can be much more so if you're the manager. As manager, you're the one who has to deal with matters your agents can't handle for whatever reason, be it a particularly unpleasant caller or an issue with the call center agents themselves. It's your job to not only make sure everyone is doing their jobs to their best ability, but to see that your call center is a pleasant work environment all around.

Premise-based Contact Center Solutions are Better than Virtual Solutions

Here's Why:

When it comes to outsourced call center customer service, there remains a perennial debate over whether a premises-based or virtual approach is the superior staffing model. 

Premium Service Model at Lower Price Point

OnBrand24, a leading provider of domestic outsourced call center services, has announced the addition of a new “Semi-Dedicated” model to its portfolio of customer service options available to clients. The new service gives companies the specialized skills of dedicated customer service representatives at lower cost.

OnBrand24 Boot Camp Training for New Hires

Hiring new call center customer service agents is an involved process in which job candidates are assessed for offering the right experience, educational and skills qualifications to deliver the customer experience that OnBrand24 inbound services clients expect.

Once the hiring process is completed, the next step is our extensive customer service call center orientation and training process. In fact, new hires don’t actually begin handling inbound phone calls, emails and chats for our clients for several days.

Sandler Sales Methodology

It’s said that you never have a second chance at a first impression. In the cold-calling world of an outbound sales representative, this is typically the case. A first impression with a decision maker, however, doesn’t happen unless you actually reach that decision maker. The Sandler Sales Training methodology instills a protocol in sales representatives providing a framework to follow to bypass gatekeepers, reach decision makers, and convert suspects into paying customers.

Call Center Calculator To Help You Determine Call Center Costs

Are you a getting tired of reading blog after blog about, Omni-channel Customer Service, Voice Analytics, Measuring FCR, Gamification, etc.? How about if we do a little blocking and tackling for a change and look into true costs for a call center customer service agent.