OCC Blogs

  I t is no surprise that customer 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. Active Engagement and Notifications Adopting a proactive healthy business model is a must in the modern-day, but this is quite challenging for most healthcare providers. Despite the level of commitment as well as the technology available, physicians, as well as other healthcare providers do not always find it easy. To better engage their clients in this case, healthcare providers can benefit from multi-channel customer support through calls, text messages, emails, and other support platforms. Patients which are the clients, in this case, can always be kept informed of every new dev

  We’ve all experienced bad customer service at some point in our lives.   Fortunately, One Contact Center can take care of the customer service for your business so that you can ensure your customers are in good hands! #onecontactcenter #customerservice #outsourcing #customerexperience 

  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 toward 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;   1. First-Call Resolution (FCR) The first call resolution is just as it sounds. It is a measure of the percentage of customers’ issues resolved during the first call or interaction without a further need to transfer or return calls. This is a measure of the quality of interactions between call center agents and the company’s customers and clients. Mathematically, FCR is calculated using the formula; Total Resolved

  The Business Process Outsourcing Industry is a powerhouse that will change the current structure of in-house customer service.     #onecontactcenter #customerservice #outsourcing #customerexperience 

  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

Back office support refers to administrative services that don't directly serve clients.  Despite the fact that these positions don't immediately fall under the category of customer support, they do significantly help streamline and enhance the customer experience. #onecontactcenter #customerservice #outsourcing #customerexperience #backofficesupport

  T hey say customers are always right.  But what they don’t tell you is that many of your customers may prove very difficult to deal with. But what when you have to deal with the wrath of such seemingly rude and obnoxious customers?  Do you kick them in the face or just tell them to go to hell? Of course not. You have to treat the situation with the care and wisdom it demands. Below are a few tips you can always use when dealing with nightmare customers.   Listen, Rather than Argue  It doesn’t matter whether the customer is mistaken.  You should never argue with the customer even when it seems they don’t have all the info or even when you know what they would say next. You’ll do much help by just listening to them and then building rapport through the conversation.   Don’t Talk on Top of Your Voice   You don’t have to raise your voice because the customer is shouting or talking louder. Being calm in situations like this as well as talking slowly and calmly can help the customer dissip

  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 tha

Most luxury brands are not just known for their high-quality products. They are also known for having excellent customer service! This article from Business News Daily covers 7 important customer service lessons you need to learn from luxury brands:  http://bit.ly/3GpEbpn

  Y ou may not have known, but companies outsourcing their online booking and reservation services are at an advantage over their competitors who aren’t. Your outsourced telemarketing services should not necessarily be confined to the premises of your business premises. Today’s rapidly advancing technology has made remote working easier and if there is something very amazing that this brings, it is the ability to outsource several non-administrative tasks and functions in your company to professional outsourcing firms. While you may choose to manage your online booking and reservation services as well as call center services within your business premises, most times, it is always a better option to outsource so you can enjoy the great benefits that come with this service. If your business is showing the following signs, you should know the time is just ripe enough to delegate all of your telemarketing services to a professional telemarketing service provider. Poor Leads and Unimpressiv

  One Contact Center is a minority-owned Contact Center and BPO company located in Manila and Los Angeles, trusted by leading brands to provide top-notch Customer Service and Back Office Support.    Find out how we can lower your overall costs.    https://www.onecontactcenter.com/contact-us   #onecontactcenter #customerservice #outsourcing #customerexperience

  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.  Focusing 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 feat

Outsourcing may be the right move for your business. Learn more with One Contact Center. https://www.onecontactcenter.com/contact-us #onecontactcenter #customerservice #outsourcing #customerexperience