OCC Blogs

  A s business owners, it is important for us to recognize the usefulness of   outbound telemarketing   and its positive impact on customer satisfaction; it doesn't just enable you to penetrate into your targeted market or to give good customer services, but it likewise lets you organize and collect vital information that is related to customer prospects, decision influencers, and market conditions, in a manner that is enriching. In recent years, this has made us have several businesses that are accepting telemarketing and back-office support. But one fact is that many of these businesses are not able to achieve their targeted customer service results. Researchers have shown that this failure occurs majorly because most of these telemarketers do not follow reliable approaches when they communicate with their target clients and views. They need to recognize that outbound calling is effective if you paid attention to reliability and tested methods and strategy. In   o ...

  W hat skills should leaders look out for when hiring employees for customer service roles? Well, the good thing about skills is that they are easily observable and can be honed and developed.  In this guide, we discuss nine of the most important skills that customer service professionals should exhibit to achieve success with their duty and responsibility.   Knowledge of the product/service Without a deep knowledge of how the product or service works, it will be quite difficult to help customers with their challenges with such a product or service. Customer service professionals must be willing to get to know the product or service much like the customer who uses the product regularly.   Patience  Patience is an important virtue.  Too many times, customers reach out to support teams, often confused and frustrated. Listening to these clients as they pour out their frustrations requires a great deal of patience. Customer service professionals have to take t...

  F inding an inner drive to stay motivated for real success can be quite challenging in this new era. The tips below will, however, help inspire your innate creativity amid the pandemic!   1. Embrace and Hone Your Natural Talents Everyone has some form of innate creativity. It will, however, take some actions or occurrences to ignite the sparks of creativity in us. While we’re holed up inside due to social distancing, embracing and honing in on your natural talents can help boost creativity that can spill into other areas of our lives. Whether you like painting, playing the piano, writing poetry, etc., you can consider trying your hands on any of these things to pick up where you once left off. With significant consistency and accountability, you’ll be surprised at the results you can get.   2. Experiment with New Ideas Experimentation and inspiration can give birth to moments of creativity. While you’re separated socially, you can consider experimenting with y...

  W ith   more than half of the world now on social media , you’ll be leaving too much on the table for your competitors if you’re not actively engaging and supporting your customers on these platforms. But this is not something you approach without a clear strategy. In today’s post, we discuss a few things that will make your social media customer support rock as well as a few things that could quickly mess things up. 3 Things To Do  1. Develop an ideal workflow. Handling social media seems all too easy until you’re caught in the web of chaos and unproductivity that won’t help you get much done. Before you jump at this, map out a workflow that carefully analyses your goals and objectives. These include answering questions such as the expected amount of inquiries you expect to take, how you intend to bring your brand identity to your support, who gets the autonomy to answer questions - could be you or a different point person, among other things. You’ll probably want to l...

  C ustomer Experience sums up all of the interactions a customer has 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 clever ways businesses can Improve customer experience:  Less than one-tenth of businesses today are getting a nod of total approval and satisfaction from their customers. Find out what your company needs to get right to enter this highly-coveted league.   1. Approach technology with an eye on value. Many times, companies adopt technology as a crutch, just for the sake of it. Some of these technologies end up adding no real value to their customer experience or even souring this in some cases. Rather than just adopting a system because it's trendy, businesses that are always focused on value will be able to identify valuable technologies and...

  G iving thanks is hugely underrated! Aside from helping you strengthen relationships and connections, it also has lots of other personal benefits.   Harvard Health   says it can make you happier. UC Berkeley   says it will strengthen your immune system, make you more outgoing, and even give you more feelings of joy, pleasure, and optimism. You have a lot to gain and practically nothing to lose. Make it a habit to start thanking others today. If you’re wondering how to create or strengthen a culture of appreciation with regard to your network, here are some really creative ideas to help you get started! They are simple but powerful!   Say the dang words! This is perhaps the easiest of our suggestions. And if you’re wondering what in heaven’s name is creative about saying ‘thank you,’ it is because a lot of times, we never say the word at all. Don’t forget to say it whenever it’s applicable. You could say it in person or via phone or whatever medium. Just d...

  O wning and running a business is no doubt an expensive proposition. A lot of things need to fall in place to ensure a smooth operation on a daily basis. From rental costs to manufacturing, distribution, and other expenses, the bills just keep going up. Savvy business owners and managers recognize the need to keep costs low so your expenses don’t eat too much into your profits. Today, we beam the spotlight on how outsourcing call center services can help save money, in the long run. 24/7 Customer Service Customer service is important for the customer experience. The customer experience, in turn, can impact customer loyalty and retention. Despite the fact that businesses are now able to offer service and support across multiple digital channels,  60% of customers still prefer over-the-phone conversations . There’s only so much you can do with in-house call center teams. Specialist call center support from call center agencies is, on the other hand, almost always available. If...