OCC Blogs

  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 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 recent blog post

  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.   Your Leads Are Poor an

  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 (7) 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 agency’s agenda. In fact, thi

  S o, what does a typical day look like when you’re working in a call center? Well, it’s demanding, challenging, and fast-paced, but not devoid of some fun and quirky things in between. Below is a compilation of five fun facts about working in a call center.   1. Apologizing becomes a way of life for you. As a call center agent, you’ll often have to deal with furious and impatient customers. Often, their problem could even be caused by a mistake on their part. It won’t matter on many days. As a call center agent, you’ll apologize for way too much! This is understandable as you strive to deliver outstanding service and experience for all customers. After all, retaining current clients is always much cheaper than acquiring new ones, according to   HelpScout .   2. You can’t stand family members yelling at a call center representative over the phone.   Over time, this job will grow on you. Maybe it wouldn’t even grow on you. But somehow, the sight of a friend, family member, or just abou

  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 get better at softening bad news for their esteemed customers;   1.  Acknowledge their frustrations. The customer is highly likely to show pour 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

  T he differences are in the names!   Customers have vast expectations of how they prefer to communicate with their favorite brands and businesses. Most would rather communicate via the channels they use most often in their daily lives. For many, these options can range from phone calls to email, mobile apps, social media, or even web chats.    Companies, on the other hand, have to meet these expectations.  Over time, more companies have added more channels via which they render support for their customers and prospects.    Through this, the major challenge has been to ensure that most of these channels are in sync and well linked to each other so clients don’t find it challenging to switch channels as may be convenient. While a multichannel contact center fails at this, switching channels with omnichannel contact centers is much easier and more convenient for customers.     The Multichannel Contact Center Multi simply means more than one.   So, in essence, a multichannel contact cent

    T wo things will help you play a big role in helping you convert prospects into loyal customers. Without mincing words, you’ll need to have a good grasp on customer behavior while also understanding what problems your consumer base wants your business to solve. While it seems simple, these two things will make a big difference!    With so many customers purchasing your product or services, it’s almost impossible to get to know everyone on a personal level. Good news! You can leverage proven research on consumer behavior. We are all different, no doubt. But somehow, we are mentally configured to respond to certain instances in similar ways. For the 10 simple secrets, here we go!   Paralysis by Analysis in Consumer Behavior     “Would you be kind enough to help by donating?”  OR “Would you be kind enough to help by donating? Every penny will help.”   Research has shown that more people would be willing to give in to the second sentence. When you simplify actions and set minimal param