OCC Blogs

  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.    1. 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 than they would for rushed, rude, and seemingly incompetent service.   2. Customers 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 stud...

  H ow can you break bad news without causing further stress and disappointment?    Delivering 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. 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;   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...

  I n this blog,  we’ll touch on five key strategies to help you strengthen your customer relationships. This will no doubt reflect on your customer loyalty and retention metrics.   1.  Focus 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 features and attributes.   2. Streamline communication and strive for more transparency. While we agree that COVID has made business operations a lot more challenging in most cases, keeping customers in the d...

  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;   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 name of the caller. Not only will this help you get their attention, but it will also help keep the conversation going on the right foot.   Poor Questions/ Bad Listening Two ears and one mouth —that’s what you’ve got. The best call  center agents should possess excellent listening skills . Doing this...

  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.   1. When ...

  T he food delivery industry has continued to grow in recent years and has become the new normal. Even as the restrictions are slowly easing up, many customers still use food delivery services as they offer easy and quick methods to enjoy delicious food from the comfort of their homes. The increasing demand for this service has resulted in the emergence of numerous food delivery apps and platforms. However, with high customer expectations, inquiries, and complaints many food businesses especially startups are having a hard time getting a toehold in an increasingly competitive market.   Top Customers’ Issues with Food Deliveries In food delivery, there’s a lot that can go wrong. Many customers reported that they had an issue with their delivery and needed customer service. Some customer service challenges faced by the food delivery industry today are: - Food Quality - Late Delivery - Incorrect Order - Order never arrived - Driver required assistance To handle these issues prof...

  A s the world has loosened pandemic restrictions, and started returning to normal, the travel and tourism industry expects a surge of travelers booking their ticket flights, hotels, and holiday packages. People want to experience the fun and joy of traveling again and expect smooth, hassle-free travels amid the pandemic. With the high demands and sudden influx of travelers, companies in the travel, hospitality, and transportation industry should ensure to provide seamless customer care, this is where travel call centers come into the picture. Whether you’re a travel and tour owner or an airline or hotel owner, you get a barrage of phone calls, live chats, and emails from customers and travelers with different kinds of concerns. Having an outsourced call center for your business is truly a blessing as they can handle customers and clients in multiple channels while you focus your time and effort on your business's core competency. So, why should you outsource your call center need...

  C ustomers yearn more than ever for more attention and while many businesses are honestly trying to be better, they end up falling flat and ‘just okay’ before the intended audience. What are companies doing wrong and how can they get this right? These are the things we’ll explore in this blog.  But then,   What is a customer experience strategy?  Well, CX sums up all customer interactions with the company before and after the sale. The customer experience strategy will, therefore, mean a sum of all the actionable plans the company has in place to guarantee maximum positivity and happiness as these relate to the customers’ experience.  So, Here Are the Ingenious Ways Businesses Can Improve Customer Experience  Less than one-tenth of businesses today are getting a nod of total customer approval and satisfaction. Find out what your company needs to get right to enter this highly-coveted league.   Innovating Rather than Imitating Imitation is bad and can...