OCC Blogs

  D espite the added challenges brought on by the coronavirus pandemic, this industry has largely managed to survive, thanks to the incredible resilience and ingenuity of recruiting professionals. While we can’t deny that COVID-19 has impacted the recruiting sector immensely, we’ve detailed some of the must-have recruiting skills for success in a post-covid talent market. Interpersonal Skills Social distancing in the era of the coronavirus now means that communications and connections between recruiters and clients or candidates will be mostly virtual. Still, clients want recruiters to exhibit deep expertise, trustworthiness, and responsiveness, among other traits. To succeed, recruitment professionals will require the best possible interpersonal and communication skills to adapt to the reality and challenges of a post-COVID job sector. Critical Thinking and Analytical Skills Recruitment professionals have to be proactive. This, of course, requires thinking ahead and as well as leverag

  A ttracting the brightest early talents and having a sound corporate policy on diversity, equity, and inclusion (DEI) are a two-way street. In this guide, we look at how entrenching a culture of diversity can matter so much in attracting and retaining top talents in an increasingly competitive labor market. 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 i

  I f there is one thing that has kept most of us going amid the chaos and pandemic situation, it is social media. Despite all its controversial issues, it was the only entertainment for most people. And as a business owner your company needs to keep up with social media marketing trends to stay relevant and make your marketing effective. So here are social media facts you should not ignore: Live streaming will always be popular. The global health crisis 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

  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; Starting 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. 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 support goals as well as the key processes that will be involved to achieve these goals. Choosi

  Email is no doubt a lifesaver in customer service especially when time is of great essence. But what do you do when everything seems crazy and you have too much that needs to be done right away? In this post, we discuss some tips that will help you deliver effective customer services even when time may not be in your favor. 1. Invest in self-service. If by now your customer support strategy is yet to incorporate self-service, then you’re missing out on a great opportunity. You have to give customers the power to solve their own problems because they want to. Focus on providing on-demand self-service support such as a robust knowledge base so they can solve some of their most common problems without having to join or lengthen the queue. 2. Under-promise but over-deliver Auto-replies are great. We use them as well to reply to our clients whenever we get a receipt of their messages. When we send auto-replies that we’ll respond to their queries or requests within 24 hours, we usually fol

    C onsumers in every industry experience buying pain and buyers can be categorized into three classes based on these levels. Spendthrifts making about 15% of your consumers would spend more before hitting their pain level. A whopping 61% will be average spenders while the remaining 24% will be the Tightwads. The tightwads spend less on average before hitting their pain point. 3 Types of Buyers Exist, Understand Each Group Which type of buyer is most difficult to convert? Of the three groups, the  TIGHTWADS  are the hardest to convert. Well, it makes sense to minimize the buying pain for this group and the others. By reframing value in a way that splits the payment into smaller increments, increasing value with bundling so consumers can pay in one fell swoop, and using the right choice of words, response rates among tightwads can be significantly increased. Admitting Shortcomings to Highlight Strengths If you’re wondering whether it would make sense to admit your faults to consumers,

  C ustomer relations can make or break your business. That’s why savvy business managers don’t joke with customer service when it comes to improving client retention and brand loyalty. But how exactly can businesses improve their customer service experience? This guide explains seven ways by which small and large businesses can improve the service experience for their customers. 1. Know your product and service inside-out. You need firsthand knowledge and experience of your service or product to become that product expert who can competently troubleshoot customer issues and challenges. This will prove key to customer service as well as the ability to help customers resolve whatever issue they may have to deal with. 2. Learn to listen. Your listening skills should be top-notch to win at customer service. Customers who reach out for support want to talk so it’s important that they are attentively being listened to. Don’t lose focus trying to push forward your own or agency’s agenda. In

  C ustomer support is very crucial to the growth of any business. It helps to build trust and credibility as much as it helps to ensure clients are satisfied. There are a variety of ways through which businesses offer support to their customers. These include popular platforms such as social media, phone calls, emails, as well as chat support. In recent times, email as well as chat support platforms have been getting more popular among businesses and their customers. If you are thinking of engaging your customers through email and chat support services, it would interest you to know why these platforms are important to keeping your customers happy and satisfied. Below are five reasons why you should unlock the benefits of email and chat support services for customer satisfaction and growth. Trust and Credibility Customers seem to trust email and chat support more than other channels nowadays. Perhaps this has to do with the fact that both of these are in written forms. People also bel

  U nderstanding your customers will help you tailor your service to meet their growing expectations. While there’s no general blueprint to understanding customer behavior and expectations. Researchers in the field of social psychology have proved very helpful in this regard. Check out some of the revelations that have been uncovered with these studies.  1. Good service is better than fast service. Nobody loves waiting till eternity to get their problems resolved but more customers prioritize the value of a good service over speedy and rushed services.  Studies have shown that customers are still more likely to pardon slow service than they would for rushed, rude, and seemingly incompetent service. 2. Customers value personalized services more. Customers love being appreciated and valued and personalizing your services is a great way to get them to feel valued. This is especially great for small businesses that can easily get to know their customers. A study has revealed that your cust

  H ow can you break bad news without causing further stress and disappointment?    D elivering bad news is one of the least fun aspects of working as a call center agent. Yet, this is a regular part of the job as there are moments every day when things might fall short of expectations and we’ll need to communicate information that is less than exciting. As businesses scurry to  improve customer experience post-pandemic , these five tips will help call center agents get better at softening bad news for their esteemed customers; Acknowledge their frustrations. The customer is highly likely to show pour their frustrations and disappointment during the moment, depending on the severity of the issue at stake. The first thing you have to do is own your part of the mistake and allow the clients to convey their frustrations. Agents have to acknowledge the customer’s frustrations and make their feelings validated. This will pave the way to make the customer open to possible solutions or accept

  I n this blog, we’ll touch on key strategies to help you solidify customer relationships during these troubled times. This will no doubt reflect on your customer loyalty and retention metrics. In a similar discussion today, we’ll touch on five key strategies to help you solidify customer relationships during these troubled times. This will no doubt reflect on your customer loyalty and retention metrics. 1.  Focus more on what customers value most about your brand. According to statistics from  Small Biz Trends , while 65 percent of your company’s sales will come from existing customers, the probability of landing sales from new customers is only about 5% to 20%. If this is true, then you need to up your customer retention game. How do you boost customer loyalty and retention? Simply by building on your current strengths and minimizing your weaknesses. It’s simple. Identify what current customers value most about your brand and commit more efforts towards improving on these features a