OCC Blogs

  G ood news! You can leverage on proven research on consumer behavior. We are all different, no doubt. But somehow, we are mentally configured to respond to certain instances in similar ways. For the 10 simple secrets, here we go! 1. Internal labeling Can Be Quite Powerful  We aren’t talking about brand labels here. Rather, we are advocating labeling, consumers into groups. If you’re wondering whether this is a good thing to do, research has shown that not only do people like to be labeled; they are also more likely to participate in a group if they feel included. The part of your customers labeled   superior customers   would end up spending more than those labeled   regular customers.   It’s our human nature. Once people feel like they are part of a group that implies the superiority of their status, they are more inclined to take further actions to have a sense of belonging to this   elite group . 2. Paralysis by Analysis in Consumer Behavior “Woul...

  Warm greetings to all OCC clients and employees. This Thanksgiving, we want to share our genuine appreciation with you. We’re so thankful for all of your support throughout the year.  Wishing you a happy and festive Thanksgiving with all your family and friends. Happy Thanksgiving!

  E ven if you have done it before, working at home may feel like a whole new world: It could be overtime rather than a day here and there (and you're not even sure how long it will last). Your whole company is involved. And you can't really associate with someone outside of work. These tips will help you make sure you are successful, both in doing your job and in maintaining your mental health: 1. Get Your Personal Workspace The first step in accepting the work-from-home transition is to  set up your home  environment, especially to get the job done. This could be an empty or separate bedroom that you transform into a home office. If space is tight, you can set up a desk for your computer and office items. It doesn't matter if there is no space, establish a place for your home where you will work, and commit to working in this space every day. Make sure your workplace is quiet so you can focus on the work being done. 2. Set Real Working Hours Now that you have your own o...

  B eing customer-centric requires a deliberate commitment to principles that can counteract different types of  short-term strategie s  and would-be cost-effective means of directly connecting to the bottom line.  Building a customer-focused company still requires not just courage but also efficient execution. If you want to build a customer-focused company, you have to commit to a set of values ​​- and then focus on your entire organization - that puts customers first and most important in all decisions. It’s not easy, and it doesn’t always come naturally. But if you succeed, it will have a direct and positive impact on your bottom line. Here are few ways of making your business more customer-centric: Determine the Needs of Customer This could be the best time to take a page out of Henry Ford. In one of his interviews, he had mentioned that: " If I had asked people what they wanted, they would have said faster horses . " Even though this statement seems contradicto...

  T he competition is so high in the business world that organizations cannot afford to lose their customers. That is why an effective customer experience strategy is a must for increasing the loyalty of customers and improving customer satisfaction. It is necessary for companies to apply a proper strategy that could improve customer satisfaction. Most of the businesses use customer service outsourcing to provide support services to their customers and keep them well satisfied. In this blog, we will tackle how to improve your customer satisfaction through customer service solutions. Keep Your Agents Happy It has been rightly said by someone that  happy staff is equal to happy customers . Call centers should try to keep their customers happy at all times. The concept behind this strategy is that when agents are happy with their service provider, they start to care about their customers and show more loyalty towards the company. Provide them a good working environment with prope...

  I f you’re in the customer service business which I believe everyone actually is in, you probably wouldn’t miss the best opportunities to show gratitude to the customers who are the lifeblood of your business. If you’re looking for quirky and memorable ways to do this, this blog post will show you 10 amazing ways to appreciate your customers beyond ‘thank you’. 1. Notes still work This old-school method has been proven time and again to have great impacts when it comes to showing appreciation. People like receiving real mails and your effort will most likely be appreciated. You should, however, try to make it as personal and specific as possible. 2. Going the extra length We’ve heard of beautiful customer service stories told by customers who have been wowed or delighted by a customer service experience that was way out of the ordinary. You can try this too. If you’re lucky, such customers, their friends, acquaintances, or social media may help tell your story. 3. Help customers ...

  W e are all familiar with the quote, " With great power comes great responsibility " by Ben Parker from  Spiderman . However, this quote is not exclusive to comics and movies but can also be related to several organizations. We have seen several big organizations with unlimited resources shutting down just because they could not take the responsibility of managing their resources efficiently. Despite having classy technology and resources at your disposal, you cannot control it if you are unable to measure it. The contact or call center cannot perform efficiently if they do not measure their team's strengths and weaknesses. All the management related decisions made for the company or business would be guesswork. However, the  coming-of-age contact centers   have the advantage of added digital knowledge and skilled labor having experience in dealing with every aspect of a customer's requirement. The employees' interactions can be tracked, recorded, organized, and...

  K ey performance indicators (KPIs) play a significant role in business accomplishment as they keep the  business's objectives at the forefron t  while making any decisions. For becoming successful, the business objectives must be well communicated across the organization. This ensures that the employees are responsible for their own KPIs, and their actions would directly affect the company's growth. Thus, by  empowering the employees , any business can overachieve their goals efficiently. Furthermore, KPIs are not just used for quantitative analysis but also used for qualitative analysis of the employees. This ensures that the employees' work is beneficial to the company and not only done to reach the targets. Setting up a short-term goal and following those targets diligently seems easy, then why would a company require KIPs to measure their accomplishments? Let me break it down for you how key performance indicators play a vital role in making a business successf...

  I n the face of a pandemic, working from the comfort of our home has become the new normal. The pandemic has opened new doors to innovation as everyone started to work from home. However, this new normal has also welcomed several unique challenges and severely impacted different industrial sectors worldwide. Dealing with new clientele without physically meeting them is not everyone's cup of tea. The skills everyone has developed over the years to survive in the corporate world seem relatively insignificant during the COVID-19 pandemic.  The pandemic caused by COIVD-19 has affected the customer service sectors harshly. It was already a significant challenge to recruit an ideal employee who would help you grow your business through efficient customer services. Due to lockdown, it has become next to impossible to give these newly recruited employees a company-driven training to maximize their performances. These   challenges faced by several organizations  have made a...

  I f your business is like most others, you’re probably seeing an upsurge in customer service demands amid the coronavirus. Chances are you’ll need to hire more customer service representatives to work remotely in a bid to ramp up your customer service efforts. If you’re contemplating the same thing, you probably want to ensure you hire top performers who your clients and customers would be happy to work with. These individuals can help you achieve and even exceed your targets. They’re not unicorns and with the right strategy and knowledge of what your hiring process should look like, and  proper recruiting skills , you can find them! Update Your Job Descriptions to Highlight Customer Service Representative Responsibilities Customer service representatives are tasked with helping businesses develop strong relationships with their clients/customers but this role is as broad as it gets. There’s a need for a proper understanding of  customer service representative responsib...