OCC Blogs

  B usiness Process Outsourcing (BPO) has become essential to many companies' operations as they seek to streamline processes, reduce costs, and increase efficiency. BPO services are crucial in helping businesses outsource non-core functions, allowing them to focus on their core competencies and strategic goals. Benefits of BPO Services: 1. Cost Savings: One of the primary reasons companies turn to BPO services is to reduce operational costs. Businesses can achieve significant savings by outsourcing functions such as customer service, data entry, or IT support to countries with lower labor costs. 2. Increased Efficiency: BPO services are often provided by specialized firms that have the expertise and resources to handle specific tasks more efficiently than in-house teams. This allows companies to benefit from improved processes and quicker turnaround times. 3. Scalability: Outsourcing through BPO services enables businesses to scale their operations up or down quickly in response t

  T hanks to the pandemic, everything from how we work to how we think about the contact center workplace has changed. Our goals and quest to deliver excellent customer service experiences, however, 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 must reimagine how to get this done in today’s 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 stress we face was no

  T he digital revolution continues to cause notable changes and shifts in customer attitudes and expectations. While customer service teams are also expected to adapt and rejig their strategies to meet modern needs, it’s always helpful to have facts and figures available to help teams make informed decisions. Right below are some of our top picks for the best customer service facts, statistics, and quotes.   Bad customer service will cost your business dearly!   50% of Americans would stop a planned transaction due to poor customer service.                American Express 2017 Customer Service Barometer 33% of Americans say they may switch companies after a single bad service experience.                 A merican Express 2017 Customer Service Barometer Businesses in the US lose about $62 billion yearly due to poor customer service.                New Voice Media While Americans will tell only 11 people about excellent service experience, they’ll tell 15 people about a poor experience.

  C ustomer service is such a big deal that it could make or break your business. Poor customer can cost you both current and prospective customers and the ROI on  great customer service  can mean a lot to your business’s bottom line. While we’ll agree that customer service continues to evolve at an incredibly high pace, three main pillars of excellent customer service will determine what the customer experience feels like. These are;  Your staff  Your products/services, and  Your customers   #1: Hiring for Customer Service Your staff is the bridge linking your customers with your products and services. If the bridge is broken, you sure know that customers will find it difficult to come on board. From the receptionists at the counter to the contact center agents handling customer complaints and inquiries, everyone must be working on the same page to achieve the same end goal of delighting customers and prospects with excellent customer service experiences. Your staff members must posse

  I s customer service the same as customer experience? If they are not the same, then how does customer service differ from customer experience, and which to focus on? Everyone in the contact industry talks about the importance of customer experience in the digital era. However, many businesses today do not know and are often confused about the difference between customer service and customer experience   for a variety of reasons. Today, we set out to clear the confusion between the two once and for all. Let’s take a look at customer service vs. customer experience in more detail.   What is Customer Service? Customer service focuses on human interaction and directly supporting customers by giving them assistance or advice before or after using or buying your company’s products or services.   The goal of customer service is to increase customer satisfaction by creating everlasting relationships with customers. It usually requires a team of professionals who can provide answers and assi

  A ttracting the brightest early talents and having a sound corporate policy on diversity, equity, and inclusion (DEI) are a two-way street. In this guide, we look at how entrenching a culture of diversity can matter so much in attracting and retaining top talents in an increasingly competitive labor market. Several studies have shown a correlation between having a diverse workforce and the ability to attract top-quality talents. A company culture that reflects diversity, equity, and inclusion can help boost your employer's brand. According to a recent Glassdoor survey, 67% of job seekers prioritize diversity as a key factor when deciding where to work. And that’s not all. As much as 50% of current employees say they’d like to see their employers do more to improve their diversity, equity, and inclusion policy.   Driving Innovation with Diversity Innovation is the best path to success. Several studies have shown that innovation and novel ideas are commonplace and more prominent in

  H ow many customers you can retain will impact the success and sustainability of your business going forward.    Just so you know how important this can be, increasing customer retention by just 5% will help boost your bottom line by as much as 25%, according to research conducted by  Harvard Business School.     What exactly is customer retention? The customer retention rate describes how well a business gets to keep its paying customers over time. Making and keeping customers should also be the business of every business and below are a few strategies that can help with this.     How should you improve customer retention?   Various strategies will help your business keep its paying customers. Some of the most effective among these strategies are discussed below, based on research.     1. Stand for something.    The Corporate Executive Board surveyed some 7,000 consumers across the US and the research revealed that as much as 64 percent of these consumers attributed their loyalty an