OCC Blogs

  W hile we can’t deny that the pandemic  impacted the recruiting sector immensely , we’ve detailed some of the must-have recruiting skills for success in this current talent market.   Proactiveness and Problem-solving Skills From making fast moves to setting up workers for telecommuting to creating virtual candidate experiences, recruiting professionals have to be comfortable under pressure and in the face of sudden changes to be able to properly handle emerging workforce challenges.   Analytical Skills and Critical Thinking  Recruitment professionals have to be proactive. This, of course, requires thinking ahead and as well as leverage available data to gain insights and discover emerging trends. Professionals must develop an entrepreneurial mindset in this regard, to easily and quickly identify current workforce challenges, future-proof their businesses and operations, and create new opportunities for their clients.   Creativity and Innovation To attract...

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  C ustomer satisfaction and brand image  are two things every business wants to keep at a high point. As it turns out, nothing would impact these two things as much as the way you communicate and relay info to your clientele. More than splashy logos and percentage-off discounts, consistently delightful communication would bring about greater results than most other business tricks and tips you can think of. How then should you be talking to your customers? This article will be discussing the simple strategies behind effective communication. To consistently engage your customers in successful conversations that will result in superb customer experience, it will first start with you treating your customers as humans. Aren’t they humans after all? Even then, let’s see everything there is to see.   Developing and Implementing the Right “TONE” An off-tone will make the whole piece flat just as in music. Consider both of these sentences;   “What else can I help you with?”...

  N ot all problems occur between business hours. Even though your business can’t run around the clock, this doesn’t mean your  customer support  can’t. 24/7 customer support service  is the best solution for the growing needs of any business. It guarantees a professional approach to answering questions about your business. 24/7 customer support includes telephone support, email, and chat support as well. Outsourcing your customer support helps increase the conversion rate of your business and build your business to support its customers, without having to spend a lot of time organizing new employees.  Below, you will find out good reasons why you should outsource your customer support service.     1. Round-the-clock-support  It is almost impossible for companies to work 24 hours a day. This is further complicated when referring to all online and offline resources. Outsourcing customer service to the right company will make it possible for your co...

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  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 able to contribute si...

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  A ccording to a  Microsoft survey , about 58% would switch brand allegiance because of poor customer service. Worse still, 90% of consumers use customer service as a differentiator when making purchasing decisions. To attract new customers, you have to offer top-notch customer service and your customer support is a critical factor in this. How can you boost customer support to bolster customer experience? Experts recommend the seven tips below; 1.  Assemble the Right Team Customer support requires certain skills and expertise. You need the best people on your team. Whether you’re assembling an in-house team or outsourcing customer support, those handling your support services need to understand what this entails. Hiring incompetent hands will always mean losses that could be  more than 30% of first-year earnings , according to the US Department of Labor. Having the best hands on the other hand guarantees top-notch services and maximum productivity, among others. ...

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  A s the healthcare industry continuously changes, many clinics and healthcare organizations today are keeping up with the trends and regulations that significantly impact the industry. From initial consultations and 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 whether outsourcing call centers is 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 re...

  W ith so many outsourcing companies and call centers that exist around the world, finding the best one for your business can be a daunting task. As a business owner, how will you narrow this huge number down to find the best company for your call center needs? Surprisingly, finding the   best call center company   is not as difficult as it sounds. That’s if you understand your business needs. By knowing exactly what you are looking for in a   call center company , you for sure can find a best-fit service provider that will help you with all your call center service needs. The customer service management department is very important to any company regardless of size. Therefore, your decision to outsource your business call center needs is a very sensible decision. One must have in mind once you hire a provider, their service will be the link of contact between your company and your customers. This bond, if faded in any way, could lead to the downfall of one's busine...

  B reaking bad news to customers is one of the least fun aspects of working as a call center representative. 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. How can you deliver bad news without causing further stress and disappointment?    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;   Be the first to break the news, if possible. Being early, being upfront, and being authentic will also go a long way to mitigate additional issues that may arise from the situation. So, when you can, it helps when customers get to hear details from you, rather than from an external source. And as Deborah Farone says in this piece on  Forbes , it’s always better to communicate what you can, even if you’re yet to...