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Why the Call Center Business Is Booming - Mark Fichera - ContactCenterWorld.com Blog

Why the Call Center Business Is Booming

by Mark Fichera, CEO, OnBrand24 When the history of the Great Recession (2008 - ?) is written, the sad accounts of lost jobs, shuttered businesses and general economic hardship will also include a few pockets of prosperity.  One of them will be service providers that help companies cut the cost of doing business, such as outsourced call centers. To be sure, I'm generalizing based on my own experience.  I can't speak for the call center business overall, just OnBrand24's - and our business is booming. Why this is happening is no mystery.  In recessions, businesses have the strong tendency to: Cut business costs Look for ways to grow bottom-line revenue Resist hiring new staff Look for ways to increase sales resources Contradictory?  Sure.  But just as individuals in panic situations become irrational and incoherent, businesses also tend to want things that are at cross-purposes with each other. Here's the beauty of OnBrand24: We satisfy each of those contradictory goals simultaneously.  Let's take a look: Cut costs and grow revenue: OnBrand24 does this in many ways.  For example, at very low cost we can augment and extend our clients' customer service, providing additional hours for customers to call for assistance or to order products. On the outbound call center side, OnBrand24 can make thousands of lead generation and appointment setting calls to existing or new customers in a matter of weeks, spurring significant new sales revenue - at very low cost. Increase sales resources without adding new staff: Companies that hire OnBrand24 add significant resources to their inside and outside sales staffs.  On the inbound call center side, we can teach a team of agents to be an extension of your brand, processing customer orders and quickly creating relationships that reduce shopping cart abandonment, improve customer loyalty and generate revenue. On the outbound telemarketing side, we can blitz your markets, generating leads, setting quality appointments, surveying your existing and potential customers or engaging in direct sales - without adding to your headcount. Come to think of it, it's not just our call center that's thriving through the recession.  OnBrand24 is helping other companies - our clients - come through the recession as well. That's what I call a win-win.

Publish Date: June 10, 2010 12:55 PM

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