OCC Blogs

It feels like everyone's talking about burnout these days, especially in jobs where you're constantly dealing with people. Call centers are no exception. Agents are facing more calls, more complex issues, and let's be honest, sometimes it's just plain draining. But what if we could actually measure how well agents are doing without pushing them to their breaking point? It's about finding that sweet spot where performance is great, but people aren't completely exhausted. Measuring agent success without burning them out is totally doable if we look at things the right way. Key Takeaways Set clear goals for what success looks like, but make sure you're also checking the quality of the work, not just how fast it gets done. Keep things interesting by letting agents switch up their tasks, learn new skills, or work on different projects. Boredom is a big burnout trigger. Make sure agents feel supported. This means good training, a positive team vibe, and a smo...

So, you're working in a call center, or maybe you're thinking about it. It's pretty wild how much can hang on a phone call, right? One minute you're just trying to help someone out, the next it feels like the whole company's reputation is on the line. It's not just about being polite, though that's a big part of it. It's about making sure people feel heard, understood, and that you're actually going to sort out their problem. We're going to look at what's still super important for talking on the phone in 2025, and what's maybe a bit old-fashioned now. It’s all about making those calls count. Key Takeaways Always start calls with a clear, friendly greeting and introduce yourself. This sets a positive tone right away. Really listen to what the caller is saying. Repeating back what you heard shows you're paying attention and helps avoid mix-ups. Keep your workspace quiet and free from distractions so you can focus on the person you...

Silence on a call can feel really awkward, right? Whether you're the customer or the agent, those quiet moments can make you wonder what's going on. It's like waiting for a bus that might never come. But don't worry, there are ways to keep conversations flowing and avoid those uncomfortable lulls. We've put together some practical tips to help make sure your calls stay engaging and productive, instead of just... quiet. Key Takeaways Always let customers know what you're doing, even if it's just looking something up. Phrases like 'I'm checking that for you now' make a big difference. Before you put someone on hold, always ask first and explain why. It's just polite and keeps them in the loop. If you need to check on something, tell the customer what you're looking for. It shows you're actively working on their issue. Sometimes, starting a little chat can help build rapport and give you a moment to find the right answer. Offering...

So, you've got a business, and you want people to stick around, right? It's way easier to keep the customers you already have than to find new ones. But sometimes, customers don't tell you when they're unhappy. They just… disappear. This article is all about figuring out why that happens and what you can do to stop it. We'll look at why people leave without a word and how you can actually get them to stay, maybe even become fans. Key Takeaways Most unhappy customers don't complain; they just leave, making it hard to know what's wrong. Complaints are valuable feedback that can show you exactly where to improve your business. Good customer service, especially fixing problems quickly and with care, can turn unhappy customers into loyal ones. Actively asking for and listening to customer feedback helps you spot issues before customers leave. Showing appreciation to your customers, not just fixing problems, builds stronger relationships and keeps them comi...