OCC Blogs

  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. How can you break 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 to get better at softening bad news for their esteemed customers;   1.  Acknowledge their frustrations.   The customer is highly likely to show 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 a

  I f you agree that small businesses are the mainstay of any economy, then you’ll also agree that, right now, more than ever, there’s a great need to support the small businesses in your local neighborhoods. And if you’re wondering just how you can do this, this post will help you get started!   Buy from Local Businesses   There are many advantages to buying from local businesses. Rather than purchase at big box stores or nationally owned businesses, you’ll be able to keep the money in your community. Local businesses tend to also purchase from other local businesses. This means you’ll maintain cash flow in your community while also growing your local tax base. Besides, these people actually know you and will appreciate your patronage more in these challenging times.   Write Great Reviews for Your Favorite Businesses   We know it could be challenging to deliver an awesome   customer experience during the pandemic . Here at One Contact Center, everything we do is aimed at helping our c

  W hether you own a restaurant, a transportation service, a hotel, a hair salon, or any other type of business, creating consistently stellar customer experiences plays a major role in your business success. Outsourcing customer service and hiring a trusted and professional call center company can help you expand your business in many different ways. Here are six (6) reasons your company could benefit from professional outsourced customer service:   Repeat Business One obvious benefit to providing excellent customer service is repeat business. Making your customers feel appreciated after each purchase or call makes them want to keep coming back. Besides becoming regular and repeat consumers, they most likely will share their praise with others, thereby increasing the number of referrals you receive.   Instant Access to a Highly Skilled Workforce Your business can take advantage of the team of highly skilled and trained call center representatives and agents from a professional call ce

  W hen the pandemic struck and the global business economy was thrown into turmoil, the priority for most businesses was how to cope and survive in the new uncertain business environment. Now that we’ve learned to cope, the focus has shifted to thriving in the new post-pandemic world. One thing is certain. Businesses need new capabilities to face the new normal. In the face of this challenge, many organizations now rely on external agencies/partners to handle the things they otherwise can’t do in-house. This is especially true for telemarketing. And in this post, we’ll dig deep into the details of whether to outsource your telemarking needs or focus on building an in-house team.   Telemarketing Costs Many of the clients we take on here at One Contact Center usually have previous experiences with their own in-house telemarketing teams. This is because of the misconception that building your own team is often always cheaper. In the true sense of it, this is much more expensive. In a rec

    A ppointment setting service   is a type of advertising and marketing strategy. This method of advertising is being used by many organizations to market and promote their products and services effectively. In almost all cases, this marketing strategy is effective in improving their business. However, it is a complex process, and no business can complete this process properly because of some special skills that are required in the process. It is not possible for companies to spend their precious time making such appointments every day. To avoid these problems, these companies simply use the service of telemarketers who offer   appointment-setting services . Once you have decided to hire a telemarketer's services to help you set up an appointment, it is important that you choose the right company to work with you. The cost of the service will undoubtedly be one of the most important factors in the choice you make. However, do not be fooled by companies whose USP is low. You can e

  F inding an inner drive to stay motivated for real success can be quite challenging so here are some tips that will help inspire your innate creativity!   1. Embrace and Hone Your Natural Talents. Everyone has some form of innate creativity. It will, however, take some actions or occurrences to ignite the sparks of creativity in us. While we’re holed up inside due to social distancing, embracing and honing in on your natural talents can help boost creativity that can spill into other areas of our lives. Whether you like painting, playing the piano, writing poetry, etc., you can try your hands on any of these things to pick up where you once left off. With significant consistency and accountability, you’ll be surprised at the results you can get.   2. Experiment with New Ideas. Experimentation and inspiration can give birth to moments of creativity. While you’re separated socially, you can consider experimenting with your ideas, inventing new things, or taking on unfamiliar challenges

  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