OCC Blogs

  T he best companies continually strive to create a diverse and inclusive workplace where people from all walks of life feel at ease. As it turns out, creating HR and recruiting teams has a pivotal role to play in ensuring D&I cuts through every aspect of the organization. Why is this necessary? Well, data from reliable sources suggest that; -- As much as 67% of job seekers prioritize workplace diversity as a key factor. -- About 50% of current employees would like to see their employers do more on diversity. -- Higher female representation in C-suite level positions may generate up to 34% more returns for shareholders, according to research by Fast Company. -- Organizations with higher-than-average diversity may report up to 19% higher innovation revenues, according to Harvard Business Review. Above all, isn’t it the right thing to create a workplace that promotes fairness, equity, and respect for people of all races, gender, age, nationality, ethnicity, gender, language, etc? If

M ost of the services that are being outsourced nowadays have to do with customer experience. Despite some doubt that it should be done, customer care and support services can be outsourced easily, considering the large number of call centers that are available nowadays. Some people think such a service should not be outsourced but should be done by the company. Some others think it is unethical to hire outsiders to cater to the needs of the company.   However, most people think outsourcing this type of service is a great idea, and that it is good to use the global talent that is available out there. Most companies ensure these agents undergo all the necessary training to serve customers the way they are supposed to. Although there are difficulties in the earlier outsourced companies,  the advancement in communication, technology, and knowledge of these problems have helped in providing the right service for customers. The representatives are also trained rigorously to be able to addre

  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, email, and chat support. 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 good reasons to outsource your customer support service.     You get round-the-clock support. It is almost impossible for companies to work for 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 company to be able to run 24 hours nonstop. Normally, if you have

  U nderstanding your customers will help you tailor your service to meet their growing expectations. While there’s no general blueprint for understanding customer behavior and expectations. Researchers in the field of social psychology have proved very helpful in this regard. Check out some of the revelations that have been uncovered with these studies.    They value personalized services more. Customers love being appreciated and valued and personalizing your services is a great way to get them to feel valued. This is especially great for small businesses that can easily get to know their customers. A study has revealed that your customers are more likely to remember you if you remember their name.   For them, good service is better than fast service. Nobody loves waiting till eternity to get their problems resolved but more customers prioritize the value of a good service over speedy and rushed services.  Studies have shown that customers are still more likely to pardon slow service

  D ifficult customers and dramas come with the job when you’re a call center agent. It is your responsibility to manage these moments and conversations to get the best possible outcomes. One of the most important things in situations like these is to avoid using the wrong words. On this note, we highlight five communication blunders call center agents must avoid to guarantee positive customer experiences and interactions, on most occasions;   1.  Getting Off on the Wrong Foot Like any interaction, the first impression matters when taking calls from customers whether they’re making an inquiry or when they’re aggrieved. If possible, one of your first three words should be the caller's name. Not only will this help you get their attention, but it will also help keep the conversation going on the right foot.   2.  Bad Listening/Poor Questions Two ears and one mouth —that’s what you’ve got. The best call  center agents should possess excellent listening skills . Doing this, however, re

    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 at the top of your voice You don’t have to raise your voice because the customer is shouting or talking louder. Being calm and in situations like this as well as talking slowly and calmly can help the customer dis

  I f you’re in the customer service business which I believe everyone is in, you probably wouldn’t miss the best opportunities to show gratitude to the customers who are the lifeblood of your business. If you’re looking for quirky and memorable ways to do this, this blog post will show you 10 amazing ways to appreciate your customers beyond ‘Thank You’.   1. Notes Still Work This old-school method has been proven time and again to have great impacts when it comes to showing appreciation. People like receiving real mails and your effort will most likely be appreciated. You should, however, try to make it as personal and specific as possible.   2. Going the Extra Length We’ve heard of beautiful customer service stories told by customers who have been wowed or delighted by a customer service experience that was way out of the ordinary. You can try this too. If you’re lucky, such customers, their friends, acquaintances, or social media may help tell your story.   3. Help Customers Learn N

  Y our clients have to like what you do. They have to feel good about how they feel they are being treated. This is critical to customer experience. How then can you leverage exceptional customer experience to keep your clients coming back? Below are a few things you may consider doing;   Your word is your bond.  It’s always better to commit to your promises. Meeting deadlines and delivering on your word should be a priority for every organization. This will go a long way to influencing how your customers perceive you to be regarding honesty and reliability. The best thing is to only make promises you can keep. It would be best if you did not promise heaven on earth only to under-deliver on your promise. Your word should be your bond if you want the best service experience for your clients. This experience will be vital to decide whether they continue to do business with you or not.   Know what’s involved before committing. You should always ensure clarity with customers before the mo