Who We Hire: The Advanced Agent Model
The patient care specialists at OnBrand24 Healthcare make all the difference.
They offer a combination of maturity, education and professional experience unusual in the outsourced hospital call center industry.
Located near Boston in eastern Massachusetts, we hire selectively from a highly educated and talent-rich region: Nearly 70 percent of our agents have at least a two-year college degree; the mean age is 37; and they have an average of five years of customer service and call center experience.
All of our employees are premise-based, working onsite at our Beverly, MA, call center. This promotes teamwork, ongoing communication with our healthcare clients, work performance monitoring, knowledge sharing, accountability and reinforcement of lessons learned during training sessions.
It’s also a better environment for maintaining HIPAA standards.
OnBrand24 Healthcare nurtures continual skill development. This is a key reason for our annual 90 percent staff retention rate, which is far in excess of the outsourced call center services industry average. Our employees appreciate the ongoing investment we make in their career development. In turn, their longevity with us means that our skill development efforts are retained within our employee base and continue to deliver long-term advantage for our clients.
Integral to this commitment is OnBrand24’s partnership with Sandler Training, a leading sales, customer service and management training provider. Sandler Certification means each member of staff undergoes 50 hours of rigorous training in the most effective customer service and people skills.
Sandler has helped our staff incorporate many customer service best practices, including effective phone and email protocols, active listening techniques to establish customer comfort, handling upset or angry customers, generating additional opportunities through up-selling and cross-selling, among other skills.