OCC Blogs

  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; 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 support

  A n off tone will make the whole piece flat just as in music. Consider both of these sentences; “What else can I help you with?” “Anything else?” While both sentences literally mean the same thing, you’ll agree with me that they’ll generate different feelings. It is important that you define your standards as regards conversations. While this will help the team have a collective voice, each team member can still sound unique without looking like everyone is reading from the same script. In developing the right customer support tone, you’ll need to consider a lot of things. You’ll have to visualize tone as a spectrum stretching from a negative to a positive side. Always use POSITIVE LANGUAGE, and be wary of negative languages like can’t, didn’t, won’t, you need to, you have to, etc. It’s also nice to be brief but not necessarily brusque. Regardless how amazing your reply is — most customers are going to ignore a very lengthy word email. So make sure to keep both sentences and paragrap

  I magine just how much work and effort goes into handling hundreds or even thousands of inbound calls in the call center every day. Customers expect and want an immediate and reliable service that assists and communicated with them. 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 patient and customer experience in the ‘new normal,’ here are five highly effective call center strategies that work for healthcare businesses trying to boost call center efficiency; Get your call center prepared for a crisis. If there’s one thing businesses should learn about the pandemic, it is that disaster can strike at any time -whether or not you’re prepared. Call centers, therefore, have to be set up for the worst-case scenario. If you’re not well-prepared for a crisis, the effects can be very devastating.   This is why we highly r

  E xcellent customer experience ensures customer retention and provides brand advocacy. By giving a premium quality customer experience, the brand ensures lifetime value, customer retention, and brand loyalty. Studies say that 52 percent of customers would go out of their way to buy the product from the brand, which they are loyal to or the one that offers the best customer experience, according to Zendesk's Customer Experience Trends Report. Post-pandemic, maintaining, and upgrading customer experience has become the sole objective of many multinational companies. As everyone is after getting the most significant market share, improvising the customer experience is the only way to go on about. To add on, in this digitally fast-paced world, the attention span of the customers has decreased drastically. Hence, the customer will not think twice about shifting to a competitive rival brand if the customer experience is not satisfactory. The competitors are just a Google search away. A

  C all center metrics are measurable values that demonstrate how effectively call center services are achieving their key goals. These are like KPIs and they are used to gauge the team’s progress towards results or evaluate their success at achieving key targets. Not all metrics are the same, however. And; Focus on the right metrics can help call center teams make smarter and better decisions for strategic and operational improvements. If you’re concerned about focusing on what matters (and heavens know you should!), here are the top five call center metrics to look out for; Customer Satisfaction (CSAT) The entire goal of call center support is to maintain high customer satisfaction. While this metric is subjective and dependent on customers’ perception of your products and services, it’s still a great measure of how efficiently your agents are handling customer support. More reason why we advocate keeping call center agents happy, productive, and highly engaged. Happy people help and

  T he telecommunications system has made the world small, information is at your fingertips, and customers on the other side of the world are just a phone call away. The market is expanding and opportunities keep on knocking. While telemarketing provides a solution to these challenges, will outsourcing telemarketing requirements provide an advantage to the business? Here are some of the many advantages your business can get when you outsource all your call center needs: Highly Skilled Workforce & More Choices In Terms of Labor Businesses can take advantage of the team of highly skilled call center representatives and agents from a professional call center company. These agents must undergo training so as to be hired as a call center agent. They are expected to be well-informed about the culture of their audience, efficient in answering calls and competent on the details of your product, the system, and process of how your company works. In addition, outsourcing means that your bus

  A re you part of those who usually see customer service as just another cost of doing business? It should delight you that not only can this appear rewarding for your customers; it actually can impact your bottom line too. You can hardly get away with bad customer service except for the airline sector -maybe. It’s become an industry thing. Maybe you don’t know, but bad customer service may actually be wreaking 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. Sensitivity 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 ser

  A s the healthcare industry continuously changes, many clinics and healthcare organizations today are keeping up on the trends and regulations that significantly impact the industry. From initial consultations, treatments to follow ups, medical organizations are expected to always strive for excellent customer service. To be able to meet this expectation, they use the service of outsourced call centers to handle their customer support needs while they focus on their core businesses. The question of many— is outsourcing call centers worth the investment? Customer support is one aspect of the healthcare industry you would not want to joke with. As simple as it may seem, it can also get very complicated. When done the right way, customer service can usher in unprecedented growth. To ensure this is offered consistently without hindrances, you may want to consider outsourcing your call center services. These and the other reasons we’ll discuss are the most important reasons your clinic or

  T he demands of the consumers have changed significantly and in order to keep the business running, companies have to keep pace with these changes. These changes mostly revolve around personalization, flexibility, and choice. We were able to summarize several innovative approaches that few successful companies adapted during this pandemic to keep their dough rolling: Enterprises and contact centers that solely relied on the on-premise type of solutions before pandemic transitioned their operations to cloud-based infrastructure. This was one of the most efficient ways to keep the business running even through the lockdown. All the companies with fast deployment operations had an edge over the others. Using instant messaging applications rather than relying on verbal communication has saved countless hours. By merely stating the purpose of business through instant messaging platforms including WhatsApp, Facebook Messenger, and Line has helped companies streamline their business process

  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 offic

  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. Going the Extra Length 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. Creating Notes 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 3. Helping Customers Learn New