OnBrand24 opened the Savannah, GA call center a little over 2 years ago, with only 8 representatives. On Tuesday, OnBrand24 announced the remodel of a new space in the Chatham Center Drive area to house nearly 200 representatives. Due to the explosive growth in the company over the last 2 years, OnBrand24 is expanding rapidly to fufill the needs of our customers, enabling us to scale up for seasonality and for organic program growth.
Call centers come in many forms, but they can be put into two main categories: inbound & outbound.
Although they have a lot in common when it comes to structure and technology, their offerings and impact to your business are as different as night and day. Inbound provides customer service and order processing, whereas outound is all about sales.
But you already have a sales team, don't you? Or, at least, you have a system in place, and possibly even a list of leads that you're going after. So, how would outbound call center services help you?
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.
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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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.
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.
Enhancing the online customer experience is the focal point for thousands of retail and ecommerce executives and hundreds of exhibitors at the Internet Retailer Conference and Exhibition (IRCE) in Chicago, McCormick Place (West Building), June 2-4.
Retention of call center customer service and lead generation representatives is a critical corporate function and top management priority.
There's only one acceptable answer to this question, and that answer is "yes!" If not, your customers may not remain your customers for long. If you have a brand personality worth sharing (which we're hoping you do) your call center agents needs to be communicating it to your customers, otherwise what's the point of having brand personality in the first place?
Deciding to take the plunge to outsource to a call center is a major decision. Turning over the critical function of customer interaction to a third party carries with it inherent risks. But those risks can be managed correctly , enabling the advantages of call center outsourcing to be realized.
