Inhouse Customer Services VS Outsourcing
Many have faced the same question, should we place our customer services inhouse, or outsource? Weighing up the pro’s and con’s, looking at the current set up and taking advice from experts, but what is the right decision? As an outsourcer of excellent customer services, we might be forgiven for being slightly biased here, but none the less, here is our take, starting […]
DDC MLS HUMANITARIAN FUND
The DDC MLS Humanitarian Fund was founded in 2016 by the MLS team, with a goal of supporting the local community in Sarajevo. Starting out as a one-time fundraising activity to support a co-worker, whose mother had survived a stroke and was recovering in hospital; this good will was soon extended when the team found […]
5 REASONS WHY YOU SHOULD OFFER MULTILINGUAL CUSTOMER SERVICE.
In today’s globalised market, communicating only in one language can immediately limit your customer base. Here we share with you what we think are the 5 most important reasons for having multilingual customer service. Communicating Effectively A key aspect of great customer service is the ability to communicate effectively with your customer. Without the ability […]
MENTAL HEALTH FIRST AIDERS
More than half of employees state that they have suffered from ‘common’ mental health problems, and in the UK someone is made ill by stress at work every two minutes. Finding ways to prevent such occurrences, and to improve mental health is a key topic for employers and their HR teams. Not only does protecting […]
RECOGNISING EXCELLENCE IN OUR SARAJEVO OFFICE
On a recent visit to our Bosnian head office in Sarajevo, Nielsen Brandbank (NBB) were left delighted at what they saw. As a long-standing client, this was an opportunity for Mike Nickituk, Global Managing Director, to witness first-hand the work our team have been delivering successfully for many years. During the visit, Jelena, one of […]
THE REMARKABLE DDC TEAM IN BOSNIA CONTINUE TO SHINE.
As the curtain closed on 2019, our amazing team in Bosnia took the time to rightfully celebrate and look back on another successful year. A New Year’s Eve party took place, with around 400 members of the team from Sarajevo and Banja Luka in attendance. The dinner party involved prize games, with the winners heading […]
BILLING ISSUES IN THE UTILITIES MARKET?
As we have all seen in recent weeks, billing issues can be a very costly problem for energy firms. It is a complex industry, and there is no hiding from it, regulations that pose a challenge to even the most forward-thinking, agile firms. Processes and data flows to make the best project managers and data […]
AT DDC OS WE’RE PROUD TO BE DISABILITY CONFIDENT.
From late January until March 2020, we’ll be supporting the Disability Confident campaign. This is a time when many employers are planning for the new financial year and looking to recruit new talent. We want to use this opportunity to spread the word about Disability Confident to other businesses and share our experiences of how […]
FINALISTS FOR THE BEST MULTILINGUAL CONTACT CENTRE
We are delighted to have been shortlisted at the upcoming European Contact Centre & Customer Service Awards. We are finalists in the Best Multilingual Contact Centre category and look forward to the evening where we are up against some fine competition. Our customer service team based in Bosnia have been delivering exceptional quality for several […]
5 STAR CUSTOMER SERVICES
Gone are the day`s where bad customer service was only noticeable when we were directly involved. In the internet age, sites such as Trip Advisor and Trustpilot have completely transformed the way we purchase products and services. Few of us now make a purchase off the cuff without checking over the reviews. Amazon, for instance, […]
CAN GOOD MARKETING PRACTICES INFLUENCE YOUR APPROACH TO CUSTOMER SERVICES?
Written by, Niall Rogers, Business Development Manager at DDC OS. Operating in what I refer to as a hybrid role, in one moment I can be looking at our marketing strategy, in the next, presenting a proposal for customer services to a prospective client. Whilst I always suspected there would be synergy in the two […]
A NEW DAWN FOR RETAIL AND OUTSOURCING?
The struggles of the retail industry are apparent to even the untrained eye. Empty high street buildings have become the norm, and with growth of super-brands like Amazon, it’s clear to see that online shopping is reigning supreme. At a time when the customer is spoiled for choice, a superior customer service experience has become […]
DDC MLS COMPLETE THE AUDI B2B RUN
On 27th September 2018, DDC MLS took part in Audi Business to Business (B2B) Run in Sarajevo for the second year running. This 5km run for businesses is organised in many European cities and promotes health, activity and teamwork. Together with over 1200 people from more than a hundred companies based in Bosnia and other guest […]
BUILDING SUCCESS THROUGH RELATIONSHIPS
Our specialist utilities team here at DDC OS have been vital in delivering great results for our clients, and a key element of that is Client Relationship Manager, Jade Gash. We recently took the time to sit with Jade and learn more about her work and experience in the energy sector… Thanks for taking the […]
CAN ENERGY SUPPLIERS AFFORD NOT TO OUTSOURCE?
The Costs It’s an expensive time for energy suppliers. Fuel costs aside, a highly competitive marketplace has forced companies to focus on other ways of differentiating themselves, requiring investment in other areas of the business. The customer experience is high on the agenda, leading to higher training costs, more technology and more systems. Behind that, […]
In light of the recent news, that Ofgem has ordered 11 suppliers to improve their handling of complaints, we take a look at our approach to complaints. The Ofgem Complaint Survey Every 2 years Ofgem organises a survey to test customer satisfaction with how suppliers have handled their complaints. Traditionally the survey has been solely […]
MULTIMEDIA RESPONSE HANDLING
Check out our latest infographic – we take a look at our Multimedia Response Handling solution.
A UTILITIES BRIEFING: THE PRICE CAP.
In our latest utilities briefing, we take a look at the price cap… WHAT IS THE PRICE CAP? Around 12 million households are currently on poor value default deals, paying as much as £300 more than those on the cheapest tariffs. Many of these households have never switched or have not done so for many […]
DDC OS UK NAMED AS TOP PERFORMER 2018
On the evening of May 24th at The Hilton, Manchester Deansgate The GSA UK held their annual Top Performers and Professional Awards Dinner. Here at DDC OS we are delighted to announce that we have been chosen as a Top Performer, Kerry Hallard, CEO of GSA UK discusses our inclusion; “DDC Outsourcing Solutions UK were […]
GDPR AND OUTSOURCING – BUSTING THE MYTHS
The GDPR is almost upon us and many people have had their say on how it will affect the outsourcing industry. To put to bed some of the concerns and myths around this, we have put together a Whitepaper with the help of GDPR experts. Download the paper below, and if you have any questions […]
A CUSTOMER LIFECYCLE SOLUTION
Check out our latest infographic, looking at our Customer Lifecycle solution… To find out more, speak to one of our experts today.
DDC MLS NAMED IN THE TOP 20 FASTEST GROWING COMPANIES IN BOSNIA
Exciting news for everyone at DDC MLS… Bosnia and Herzegovina has a population of an estimated 3.51 million people and, for the past two decades, has faced a constant fight with unemployment. This is prominent amongst young people who are well educated – often to degree level. Current estimates reveal there are 501,522 people unemployed […]
ELVIRA PASAGIC – SPOTLIGHT
This week we are turning our Spotlight to Elvira Pasagic who is our French team leader at DDC MLS. The team currently contains around 15 agents and Elvira was delighted to lead them in her first team leader role. After joining DDC MLS in May 2016, she started out as an entry agent on the […]
DDC IN THE PHILIPPINES
Recently our Solutions Director, John Callachan, visited our offices in the Philippines with our client, GB Energy Supply. John a regular visitor to the area is always happy to share his experiences, and this time, we asked him to keep note of his time out there… “Working for a fast growing global organisation you come […]
DDC IN THE PHILIPPINES
Since 1989 we have worked in the Philippines and our involvement there only continues to grow, with 10 facilities and over 3500 staff. The Philippines has proved to be a fantastic business experience for us, with the kind nature and astute business minds of the people creating a great working relationship. We operate in 2 […]
BUSINESS PROCESS OUTSOURCING OR KNOWLEDGE PROCESS OUTSOURCING?
As the growth of Knowledge Process Outsourcing (KPO) continues, distinguishing it from Business Process Outsourcing (BPO) becomes more important. Though in essence both have the same objective, which is to improve your processes in a cost effective manner, there are fundamental differences between the two. So what is BPO, and when would it be used? […]
Each year DDC Outsourcing Solutions selects a charity to which it will dedicate a variety of events and time to, raising as much money as possible along the way. This year’s chosen charity is Bluebell Wood Children’s Hospice. This charity is dedicated to supporting children and young adults with shortened life expectancy and a range […]
5 TIPS WHEN CHOOSING AN OUTSOURCING PARTNER
Are you currently thinking about outsourcing? If so here’s our top 5 tips that you should keep in mind when choosing an outsourcing partner. For more information about how we can benefit your business please give us a call on 01909 488600 or email us at firstname.lastname@example.org
THE HERO OF JANUARY
This month there has been a tie for the hero of January with two sets of people being nominated. Our first hero is Rachel Sear who was nominated by one of our Client Relationship Managers Rebecca Bolger. Our other heroes are Jane Dickenson, Sarah Savage and Anna Watson, who were nominated by one of their […]
THE HERO OF DECEMBER
Shaun Rickards is our hero of December, having been nominated by our Infrastructure Manager, Matt Berry. Our Operation Director, Simon Keeler, and our Operations Manager, Lee Cartwright also agreed that Shaun should be nominated. Shaun has been nominated because of his hard work assisting IT. The Call Centre has migrated to the 8×8 platform for […]
THE HERO OF OCTOBER
Shaun Davenport is our hero of October, having been nominated by our Head of Human Resources, Marie Sandler. Shaun has been nominated following his huge effort and hard work integrating a large intake of new members GB Energy sales team. As the only Sales Team Leader Shaun has managed to support the growth of the […]