OCC Blogs

  A t One Contact Center, we take great pride in our reputation as one of the best omnichannel contact centers in the customer support sector.  It is for this reason that we’ll be discussing today, the core difference between being an omnichannel or multichannel contact center as more people continue to mistake these terms for one another, even though they’re very different.    Multichannel vs Omnichannel Contact Center The differences are in the names! Customers have vast expectations of how they prefer to communicate with their favorite brands and businesses. Most would rather communicate via the channels they use most often daily. For many, these options can range from phone calls to email, mobile apps, social media, or even web chats.  Companies, on the other hand, have to meet these expectations.  Over time, more companies have added more channels via which they render support for their customers and prospects.  Through this, the major challenge h...

  K nowing what to say when you have to say it can be nice especially when you’re customer support personnel interacting with a customer. Not only will this enhance your replies but it will also bring consistency into your job and make it seem a whole lot easier. Below, we discuss some of these catchphrases that should be at your fingertips so you can deploy them right when the need arises.   1. I’ll be happy to help.  As a customer support personnel, I always end my messages with something like ‘Do let me know if there is any lingering concern, I’ll be more than happy to help.' Somehow, I found this to be very good in the sense that it either ends the interaction after the customer has been satisfied or gives room for any more help the client may need.   2. As much as I’d like to help… Truth is there will be those times when customers would either make unrealistic demands or one you may not be able to help with at the moment. You’ll need to turn down those rejection...

  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 the most important skills that customer service professionals should exhibit to achieve success with their duties and responsibilities.   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. You 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. Take your time to understand the customer’s challenges to effectively solve their...

  B usiness is growing and customers are unlimited. The telecommunications system has made the world small, information is at your fingertips, and customers on the other side of the world are just a phone call away. The market is expanding and opportunities keep on knocking.  While telemarketing provides a solution to these challenges, will outsourcing telemarketing requirements provide an advantage to the business?  Here are some of the many advantages your business can get when you outsource all your call center needs:   1.  Cost-Effective Services It is a known fact that call center services from low-cost destinations like the Philippines, India, and South Africa are very in demand. This is because the services they provide are not only efficient but also cost-effective. In addition, outsourcing your call center needs is a more cost-effective solution than hiring and maintaining an entire call center workforce in-house. You don’t have to spend money on IT equ...

  E mail is no doubt a life-saver in customer service especially when time is of great essence. But what do you do when everything seems crazy and you have too much that needs to be done right away? Here are some tips that will help you deliver effective customer service even when time may not be in your favor.   Invest in self-service You have to give customers the power to solve their problems because they want to. Focus on providing on-demand self-service support such as a robust knowledge base so they can solve some of their most common problems without having to join or lengthen the queue.   Under-promise but over-deliver Auto replies are great. But when you send auto-replies that you’ll respond to their queries or requests within 24 hours, you should make a follow-up and respond within about three hours. Customers like it when you do this!   Be proactive and anticipatory with service delivery You don’t have to wait until you’re asked, saved replies, tagging, tr...

  E very opportunity you have to engage your customers should be spent to improve their experience. This is regardless of the size of your business or the industry you’re in. Here are the seven (7) tips that can improve the experience of your customers:   1. Know your product inside-out.   This will prove key to customer service as well as the ability to help customers resolve whatever issue they may have to deal with.   2. Learn to listen.   Your listening skills should be top-notch to win at customer service. Don’t lose focus trying to push forward your own or your agency’s agenda. It’s vital to understand your customers’ real problems. This understanding as well will be vital as you strive to problem-solve.   3. Solve problems creatively.   Once customers have their challenges, strive to listen and creatively devise or advise them on the best ways to get over these challenges.     4. Responsiveness matters.   Your customer service tea...

  I n this blog, we’ll touch on key strategies to help you solidify customer relationships during these troubled times. This will no doubt reflect on your customer loyalty and retention metrics. In a similar discussion today, we’ll touch on five key strategies to help you solidify customer relationships during these troubled times. This will no doubt reflect on your customer loyalty and retention metrics.   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 impro...