OCC Blogs

Silence on a call can feel really awkward, right? Whether you're the customer or the agent, those quiet moments can make you wonder what's going on. It's like waiting for a bus that might never come. But don't worry, there are ways to keep conversations flowing and avoid those uncomfortable lulls. We've put together some practical tips to help make sure your calls stay engaging and productive, instead of just... quiet. Key Takeaways Always let customers know what you're doing, even if it's just looking something up. Phrases like 'I'm checking that for you now' make a big difference. Before you put someone on hold, always ask first and explain why. It's just polite and keeps them in the loop. If you need to check on something, tell the customer what you're looking for. It shows you're actively working on their issue. Sometimes, starting a little chat can help build rapport and give you a moment to find the right answer. Offering...

So, you've got a business, and you want people to stick around, right? It's way easier to keep the customers you already have than to find new ones. But sometimes, customers don't tell you when they're unhappy. They just… disappear. This article is all about figuring out why that happens and what you can do to stop it. We'll look at why people leave without a word and how you can actually get them to stay, maybe even become fans. Key Takeaways Most unhappy customers don't complain; they just leave, making it hard to know what's wrong. Complaints are valuable feedback that can show you exactly where to improve your business. Good customer service, especially fixing problems quickly and with care, can turn unhappy customers into loyal ones. Actively asking for and listening to customer feedback helps you spot issues before customers leave. Showing appreciation to your customers, not just fixing problems, builds stronger relationships and keeps them comi...

You know, it’s easy to think of customer service as just a department, or maybe just a way to handle complaints. But really, every single chat, call, or email you have with a customer is a chance to do more than just solve a problem. It’s a chance to build a relationship, make them feel good about your company, and ultimately, make them spend more money. Think about it – when you have a good experience, you tend to stick around and buy more, right? That’s exactly what we’re talking about here: Why Every Customer Conversation Is a Chance to Drive Revenue. Key Takeaways Customers who have good experiences tend to spend a lot more money with a company, often 140% more. Plus, 70% of people will spend extra just to do business with a company that offers great service. Making customers feel heard and creating emotional connections really matters. Companies that do this see sales grow much faster, by about 85%, compared to those that don't. Good service makes customers loyal. In fact...

Ever wonder what goes on behind the scenes at your favorite companies? We often see the polished front end – the friendly faces, the cool products, the slick websites. But there's a whole world of work happening in the 'back office' that keeps everything running. It might not be glamorous, but this behind-the-scenes effort is super important. In fact, it makes a huge difference in how well a business does and how happy its customers are. Let's talk about why this hidden work matters way more than you probably think. Key Takeaways Back-office operations are the backbone of any business, supporting everything the customer sees and experiences. These behind-the-scenes functions, like HR and IT, are just as important as customer-facing roles for a company's success. The way back-office work is done has changed a lot, moving from mostly manual tasks to more digital and complex processes. Making back-office operations work well can make customers happier and help a ...