OCC Blogs

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  T he good thing about skills is that they are easily observable and can be honed and developed.  In this blog, we discuss nine of the most important skills that customer service professionals should exhibit to achieve success with their duties and responsibilities.   1. Patience  Patience is an important virtue.  Too many times, customers reach out to support teams, often confused and frustrated. Listening to these clients as they pour out their frustrations requires a great deal of patience. Customer service professionals have to take their time to understand the customer’s challenges to effectively solve their problems. Great customer service will beat fast customer service any day.   2. Clarity of communication Customer service professionals should be able to communicate clearly. They must be able to convey their messages enough for customers to understand without creating confusion or misunderstanding.   3. Attentiveness Being able to listen to customers requires both patience an

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  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.   Know your product 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.   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 your agency’s agenda. In fact, thi

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  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 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; highly effective call center strategies that work for healthcare businesses trying to boost call center efficiency;   Look out for agents’ satisfaction and  well-being.  According to data from Gallup, employee engagement is a critical driver for growth in any industry. Organizations with high employee engagement are 21% more profitable than those with low employee engagement. Unfortunately, only 15% of employees are highly engaged, globally.  It’s high time

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  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.   Three (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

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  E xceptionally organized back office support services offer organizations some assistance with focusing on their core exercises. Reliable service suppliers handle the back-office operations of business firms productively, helping them to develop, build deals, and serve clients better. Jobs include digitization of paper reports, accounts and payroll processing, sorting and indexing, transaction processing, creation and administration of databases, processing of legal records, medical information entry, insurance claim processing, mortgage information entry, data capture and conversion, forms processing, and survey processing among others. Some of the major services which are being outsourced by various companies and organizations today are back-office support services, email, and live chat support. These assignments fall under the class of non-core business exercises of a company hence it is ideal to outsource them to a   specialist   who has the required abilities in the craved field