OCC Blogs

  S o, what does a typical day look like when you’re working in a call center? Well, it’s demanding, challenging, and fast-paced, but not devoid of some fun and quirky things in between. Below is a compilation of five fun facts about working in a call center. 1. Apologizing becomes a way of life for you. As a call center agent, you’ll often have to deal with furious and impatient customers. Often, their problem could even be caused by a mistake on their part. It won’t matter on many days. As a call center agent, you’ll apologize for way too much! This is understandable as you strive to deliver outstanding service and experience for all customers. After all, retaining current clients is always much cheaper than acquiring new ones, according to   HelpScout . 2. You can’t stand family members yelling at a call center representative over the phone. Over time, this job will grow on you. Maybe it wouldn’t even grow on you. But somehow, the sight of a friend, family member, or just about anyb

W e know how challenging it is to run our own company, reach targets and achieve the goals. The founders come up with unique ideas for their companies. But running the company, factorizing the capital, and optimizing resources require a different set of skills. That is where CEOs come to the rescue. They need to soak up the founder's ideas, rules, and regulations and then execute and operate the company accordingly. It is challenging to set their vision for the company and follow the founders' vision and culture. It is tough working towards our dream, but the struggle increases on a whole other level when working for someone else's dream. By interviewing top CEOs, we gathered a few secrets about helping reach the company to their optimum potential. Here is a sneak peek into some of those secrets. 1. Understand the past and present situations.  It is very crucial to primarily analyze the available resources at hand before starting any operations. The CEO should research the

T he pandemic continues to impact our lives in ways no one ever imagined. Finding an inner drive to stay motivated for real success can be quite challenging in instances like this when we’re isolated from others. The tips below will, however, help inspire your innate creativity! 1. Experiment with New Ideas Experimentation and inspiration can give birth to moments of creativity. While you’re separated socially, you can consider experimenting with your ideas, inventing new things, or taking on unfamiliar challenges. As with most of the good things in life, trials and errors will often lead you to the point of success. While trying to make changes or try new things, chances are you’ll discover something new or useful along the way. 2. Embrace and Hone Your Natural Talents Everyone has some form of innate creativity. It will, however, take some actions or occurrences to ignite the sparks of creativity in us. While we’re holed up inside due to social distancing, embracing and honing in on

  Several studies have shown a correlation between having a diverse workforce and the ability to attract top-quality talents. A company culture that reflects diversity, equity, and inclusion can help boost your employer brand. According to a recent Glassdoor survey,   67% of job seekers   prioritize diversity as a key factor when deciding where to work. And that’s not all. As much as 50% of current employees say they’d like to see their employers actually do more to improve their diversity, equity, and inclusion policy. Driving Innovation with Diversity Innovation is the best path to success. Several studies have shown that innovation and novel ideas are commonplace and more prominent in a diverse workforce. According to a   Harvard Business Review   publication, organizations with above average diversity may generate up to 19% more in higher innovation revenues than those with a less than average workforce. Another report from   Fast Company   also posits that having high female repre

  S everal organizations used  technology to support their businesses  and went online. However, facing this black swan created more problems than expected. Even the employees and managers with experience over the decades were unable to cope with the new normal. We reached out to several organizations to figure out the challenges they faced during this pandemic. They are as follows:      1.  Without adequate training for the new and tenured employees, the work from home concept became   inefficient.      2.  Keeping tracks, monitoring, and analyzing overall productivity became one of the significant   challenges in online businesses.      3. Training the tenured managers (or boomers as we could say) was one of the prominent obstacles. These senior managers are hard-wired to work in the brick and mortar offices. Upgrading them and training them with new applications and technology remotely was challenging for several organizations.      4. Developing trust and working together with a ne

  L ife became a trade for us all. It’s a trade to stay positive from all the negatives. We tried exchanging the negatives from life to have something light on our hearts and stay content with each day. COVID-19 has been challenging, but we have been more challenging.  We had to choose each to make this trade or not to stay sane because that’s what was tested each day. All we saw were negatives, but it’s time now to see the brighter side around us.  It’s to remind yourself that it’s not as bad until you make it for yourself, so to stay lighter and brighter, here are a few TIPS that you can tip on.  1. Celebrate, Celebrate, and Celebrate! Not every year does one get an opportunity to celebrate every festival. This year was special. We got ample of it to celebrate every festival that we have been doing for years. I would recommend you celebrate every festival that comes on the calendar irrespective of whether you have ever done that before or it isn’t a festival you, your family, or comm

    A s newer technologies are being developed to handle day to day operations effortlessly, a time might come where work-from-home would become the new normal. One of the significant setbacks of working from our house's comfort is the efficient management, coaching and development of our workforces. As very few managers are accustomed to instructing and  leading their teams remotely , most of the organizations took a brutal hit. During these dark times, an innovative technology named  Virtual Agent Management Software  became the knight in shining armor for several organizations. Virtual Agent Management Software is a coaching tool designed by call center experts to meet several challenges faced by several organizations, including call centers. This innovative application is designed specially to deliver customer experience to enterprises with unparalleled visibility to their coaching process. This application helps the organizations quickly deploy and manage all coaching interact

  Businesses, as well as customer support agencies, need better strategies to adapt to these changing times.   To avoid contributing to the already dire situation, the folks at One Contact Center has decided to take responsibility and adopt comprehensive measures that would help the agency and its customers stay safe, healthy, and fully operational even during the pandemic, without any compromise. What Is the OCC's COVID-19 Response? One Contact Center has adopted a “work from home” policy to keep staff and clients safe in the face of this global pandemic. We recognize that social distancing remains our most effective weapon for this novel coronavirus with no known cure or vaccine. At a time like this, we’ve chosen to tow the path we’ve always taken; being socially responsible! How About Service? It’s a good thing that this policy while keeping our staff, clients, and the organization safe does not require any form of compromise as far as service to our clients is concerned. We are

I f you’ve decided to commit efforts, time, and resources to customer support, it just might be the beginning of a new era of success for your company. But while you’re worried about the high costs of setting up an in-house customer service infrastructure and maintaining a team, you’ll find that outsourcing your customer support services makes much more sense. The challenge here is that not all support agencies are equal. And it takes only a reliable and reputable agency  to help you implement world-class support without breaking your budget. Wondering how this works? There are several steps involved; 1. Start off with a plan. Your customer support should be built for success from the start. That’s why you need a plan, to begin with. OCC offers a range of support services that range from phone support to chat, email, etc. You’ll need to have a strategic plan that will be tailored to meet your specific business needs. Having a plan and strategy will help you identify your customer suppo

T here’s no denying how badly these uncertainties have affected the global workforce. Ginger, an on-demand mental health provider, released new statistics compiled from a  survey after its Second Annual Workforce Attitudes Report . The statistics are startling; Almost 70% of workers feel they are more stressed now than at any other point throughout their entire career. 43% of workers say they’ve experienced illnesses resulting from work-related stress. And; 93% of employees working from home say they’ve felt moderate to extreme stress. Chances are you may find your mental health impacted by the uncertainty of these times. It’s scary to think of, but here are some cool and fun tips to help you find mental health balance amidst the chaos. 1. Learn New Skills Several studies have shown that taking on new challenges may positively impact your mental health and wellbeing. While this might connect you with more people, it can also help you develop a sense of purpose and boost your self-estee

  T he epidemic has been a difficult situation for all of us. Things have been going down for a long time now. Amid this chaos, living at home to prevent its spread has been a daunting task for people around the world. And the thing that has kept us going amid this situation is social media. Despite all its controversial issues, it was the only entertainment for most people. Live Streaming will Always be Popular The global health crisis of 2020 saw many businesses go digital but was unable to maintain social confusion and prevent the spread of COVID-19. Face-to-face meetings turned into Zoom conferences and live concerts turned into live streams of artists playing in their homes. So naturally, there is a  rise in the use of live streaming  features on social media. Facebook has seen a huge increase in messaging and live streaming, especially in the most influential areas of COVID-19 such as Italy. For example, the number of views on Instagram and Facebook Live doubled there in just one