Call Center Blog

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.

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.

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DRIVING SALES THROUGH BETTER CUSTOMER SERVICE:

The truth is that the better the customer experience is, the more your customer service strategy becomes a resource that contributes to profit just like a marketing or advertising strategy. Like a chain reaction, a great customer experience will convert into other assets like repeat business and referral business. It's the quality of that customer experience that will dictate how far this chain reaction can reach.

So, does this mean the customer is always right? Before we get into the different ways you can answer this question, we would like to offer you some other, related information and articles that will help develop customer service and this excellent customer experience we are referring to:

• What Is A "Dedicated" Inbound Call Center?
• Read Real Time Case Studies & See How A Great Call Center Will Boost Your Business
• Get A Quote For Shared Or Dedicated Call Center Services
• 10 Things Every Cold Caller Should Know
• What To Know When Considering Outsourcing To A Call Center

Your Call Center Should Be Growing Brand Loyalty. Is It? 

What is Brand Loyalty?

Brand loyalty is what keeps your customers coming back regardless of price. It means they’ve come to believe you deliver a superior product or service and level of customer service that is worth whatever amount you’re charging. Which means consumers who are loyal to your brand will most likely remain loyal even if they encounter a few bumps in the road. Brand loyalty is basically the holy grail of consumerism, and is worth striving for in every dimension of your business. And more and more one of the leading dimensions for deepening brand loyalty is your call center. 

Looking to Add Live Chat Software to your Retail or E-Commerce Site?

December 5, 2014 - For retailers and e-commerce companies, maximizing the value of live chat customer service involves several basic principles that make all the difference when you add chatting capability to your retail site.

November 20, 2014 – The U.S. Commerce Department announced that American consumers spent $78.1 billion on e-commerce purchases in the most recently completed quarter, with e-commerce representing 6.6 percent of all retail sales.

That’s a jump of 16.2 percent in e-commerce consumer activity over the third quarter of 2013 and more than 4 percent above Q2 of this year.    

November 18, 2014 - The perennial debate over virtual vs. premises-based call center services will never end, and that’s because there is no single correct answer. But there are correct answers, in our opinion, depending on the type of product or service requiring a call center customer service program.

Oct. 14, 2014 - OnBrand24 will be an exhibitor at the SOCAP International (Society of Customer Affairs Professionals in Business) 2014 Annual Conference, which will address The Customer Experience Journey as its central event theme.

Call Center vs Help Desk Contact Centers | Where Do You Stand?

August 29, 2014 - Are we a call center or a contact center? This has been the topic of long and loud debate around our company. Which one are we?

July 23, 2014 - PürMEDICA Nutritional Science, Chicago, produces a line of nutraceutical products combining the wisdom of nature with the power of science by integrating the advantages of both orthodox and alternative medicine.  PürMEDICA’s mission: to enhance their clients’ physical well-being by offering superior natural supplements that are both safe and highly effective.