OCC Blogs

  I t is no surprise that customer care and support is one of the fundamentals of business growth and success nowadays. Not only does customer support help with better business management, but it also helps with the provision of a better customer service experience. You may be wondering whether this is the same in the health sector, the truth is that   customer support is still very much needed here and in most others.  Active Engagement and Notifications Adopting a proactive healthy business model is a must in the modern-day, but this is quite challenging for most healthcare providers. Despite the level of commitment as well as the technology available, physicians, as well as other healthcare providers do not always find it easy. To better engage their clients in this case, healthcare providers can benefit from multi-channel customer support through calls, text messages, emails, and other support platforms. Patients which are the clients, in this case, can always be...

  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, however, req...

  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 your leads are...

  F ood 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 it offers easy and quick methods for them to enjoy delicious food from the comfort of their own 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 loosen pandemic restrictions, and started getting back 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 as well expect a smooth hassle free travels amid 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 tours owner, 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 core competency. So, why should you outsource your call center need...

  L ife became a trade for us all. It’s a trade to stay positive from all the negatives. We tried exchanging the negatives from life to have something light on our hearts and stay content with each day. COVID-19 has been challenging, but we have been more challenging.  We had to choose each to make this trade or not to stay sane because that’s what was tested each day. All we saw were negatives, but it’s time now to see the brighter side around us.  It’s to remind yourself that it’s not as bad until you make it for yourself, so to stay lighter and brighter, here are a few TIPS that you can tip on.  1. Celebrate, Celebrate, and Celebrate! Not every year does one get an opportunity to celebrate every festival. This year was special. We got ample of it to celebrate every festival that we have been doing for years. I would recommend you celebrate every festival that comes on the calendar irrespective of whether you have ever done that before or it isn’t a festival you, y...

  I f you continue to make customer experience unnecessarily horrible, they’ll leave your business -like it’s a plague! And since you want to retain your customers through the pandemic, here are three reasons why you just can’t let that happen; First impression hits harder. Call center agents need to be more than just another voice on the other end of the line.  When it comes to a customer’s first interaction, it’s always important to create highly-positive experiences since this is usually what defines the brand for the new customer. Whether it’s positive or negative, this is more likely to stick, regardless.   Loss of returning customers and sales. You’re not the only one in a pandemic. And God helps you if your competitor offers a better standard of service than yours, you’ll be left at the mercy of the competition. You’ll be losing about 86% of buyers who would rather stay if you provide great CX. Poor customer experience can impact your brand reputation. It can resul...