OCC Blogs

  F ood delivery industry has continued to grow in recent years and has become the new normal. Even as the restrictions are slowly easing up, many customers still use food delivery services as it offers easy and quick methods for them to enjoy delicious food from the comfort of their own homes. The increasing demand for this service has resulted in the emergence of numerous food delivery apps and platforms. However, with high customer expectations, inquiries and complaints many food businesses especially startups are having a hard time getting a toehold in an increasingly competitive market. Top Customers’ Issues with Food Deliveries In food delivery, there’s a lot that can go wrong. Many customers reported that they had an issue with their delivery and needed customer service. Some customer service challenges faced by the food delivery industry today are: - Food Quality - Late Delivery - Incorrect Order - Order never arrived - Driver required assistance To handle these issues professi

  T he demand for online food delivery has increased in recent years and will continue to grow exponentially over the next few years. However, the complex logistics associated with the online ordering and  food delivery combined with steep operating expenses and high customer expectations  can make it difficult for startups to get a toehold in an increasingly competitive market. Maintaining a professional team  to cater to your customer's needs and inquiries is important to scale your business.  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 like One Contact Ce

  I t is no surprise that customer care and support is one of the fundamentals of business growth and success nowadays. Not only does customer support help with better business management, but it also helps with the provision of a better customer service experience. You may be wondering whether this is the same in the health sector, the truth is that   customer support is still very much needed here and in most others.  More Effective Patient Care Healthcare providers just like other businesses need optimum customer satisfaction to maintain growth and success. Customer support services in the healthcare sector are aimed at improving customer experience and satisfaction. Customer service center personnel are therefore needed to be quite familiar with patients’ needs. Having a team of skilled and experienced customer service personnel that can provide your clients with accurate information and details to better improve their well-being will be able to contribute significantly to patients

  E veryone in the contact industry talks about the importance of customer experience in the digital era. However, many businesses today do not know and often confuse about the difference between customer service and customer experience   for a variety of reasons. Today, we set out to clear the confusion between the two once and for all. Let’s take a look at customer service vs. customer experience in more detail. What is Customer Service? Customer service focuses on human interaction and directly supporting customers through giving them assistance or advice before or after using or buying your company’s products or services.   The goal of customer service is to increase customer satisfaction by creating everlasting relationships with customers. It usually requires a team of professionals that can provide answers and assistance like troubleshooting any issues, helping customers how to best use the products, and ensuring that customers have a great buying experience. What is Customer Ex

  K nowing what to say when you have to say it can be really nice especially when you’re customer support personnel interacting with a customer. Not only will this enhance your replies but it will also bring consistency into your job and make it seem a whole lot easier. Below, we discuss some of these catchphrases that should be at your fingertips so you can deploy them right when the need arises. 1. I’ll be happy to help. As a customer support personnel, I always end my messages with something like ‘do let me know if there is any lingering concern, I’ll be more than happy to help’. Somehow, I found this to be very good in the sense that it either ends the interaction after the customer has been satisfied or gives room for any more help the client may need. 2. As much as I’d like to help… The truth is there will be those times when customers would either make unrealistic demands or one you may not be able to help with at the moment. You’ll need to turn down those rejections but that sh

  E verything from how we work to how we think about the contact center workplace has changed, thanks to the pandemic. Our goals and quest to deliver excellent customer service experiences, however, still remain unchanged. At the forefront of these objectives are the agents who are the point of contact between clients and businesses. To keep them engaged, we have to reimagine how to get this done in today’s remote or mixed working environment. Here are five tips to help; 1.  Improve Employee Motivation Employee motivation is simply an employee’s attitude to work. This is the sum of the enthusiasm level, energy, commitment, and desire they bring to work. According to  Smarp , improving this will greatly boost employee engagement and productivity levels. How do you do it? Three things!   Improve positive communication   Create a positive workplace environment; and   Ensure employees feel valued and appreciated. 2.  Prioritize Call Center Agents’ Health and Wellness As if the regular stre

  I t is no surprise that customer care and support is one of the fundamentals of business growth and success nowadays. Not only does customer support helps with better business management, but it also helps with the provision of better customer service experience. You may be wondering whether this is the same in the health sector, the truth is that customer support is still very much needed here and in most other industries. Want to know why? Here you go! Benefits of Customer Services to Healthcare Providers There are a lot of reasons for which you’ll need customer support even as a healthcare provider. Aside from the wide range of benefits that your business stands to gain, optimized support services can be very crucial to the growth and actualization of goals. There are different channels of communication available at your disposal. When properly exploited, these will help implement a better patient experience while also minimizing costs. Just like business is taking a more competit

  M aybe you don’t know, but bad customer service may actually be wrecking havoc in your business in a hidden way you didn’t suspect. Aside from making it easy to turn prospects and new arrivals into loyal customers, there is a whole lot at stake you won’t even think of condoning. Here, let’s see! Poor customer services make customers more sensitive to price The saying that it is more expensive to acquire a new customer than it is to keep a current one is far from being a new thing. As truthful as that is, it should, however, interest you that there is even another aspect of the price that can be easily influenced by customer service. When a company continually provides customers with poor customer service, such customers have been shown to be more sensitive to price should there be a review or even a slight increment. Several studies have shown that problematic encounters often affect a customer’s disposition towards price, price reviews, or additional fees. Bad customer service can a

  A chieving success nationally is impressive. But if you ever take the plunge into new international markets, you’ll know better than leaving customer support to continue ‘as usual ’ because consumers in new markets will probably have different requirements.  The kind of experience you’re delivering in this new market will impact both the short and long-term success. So, you’ll need to rethink every aspect of your business from marketing to support when expanding globally. Below, we discuss five valuable tips when considering global customer support during international business expansions. Allocate dedicated teams for your new market. Different countries tend to have different customer service cultures. It will be in the best interest of your business to have dedicated teams to support customers in your new markets.  The decision should be made between hiring locally or outsourcing to a reliable BPO like  One Contact Center . Your contact center staff should be awake when your custom

  I magine just how much work and effort goes into handling hundreds or even thousands of inbound calls in the call center every day. Most people will agree that it’s very easy to get complacent when faced with this kind of challenge. But this sector of customer support can punish you harshly for fooling around. To ensure you keep  delivering an awesome customer experience in the ‘new normal ,’ here are five highly effective call center strategies that work for businesses trying to boost call center efficiency;   1. Leverage data to power your decisions. First-Call Resolution (FCR), Average Call Duration (ACD), Average Speed of Answer (ASA), etc! We recently discussed a bunch of important call center metrics you need to focus on to improve call center operations. The good thing is that many of these metrics are readily accessible within your systems. It helps greatly to leverage this data while making most decisions around contact center operations to guarantee the best possible result