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Read more Why COVID-19 is causing the energy industry issues and not for the reasons you might think…

Thursday March 11 2021

The last few months have seen increasingly turbulent times for energy suppliers, culminating in two suppliers shutting up shop in the previous few months alone.

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Read more Digital Transformation: What Is It and Why Does It Matter?

Tuesday December 22 2020

In recent years, the business world has undergone countless transformations. The advent of modern technology has changed many mainstream companies’ processes. Here at DDC Outsourcing Solutions (DDC OS), we are continuously looking to support our clients through innovation.

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Read more The Importance of Customer Services During the Holidays

Wednesday November 18 2020

Sleigh bells may not be ringing just yet, but as a business leader, you should be looking ahead to the holiday season. Before you know it, the most magical time of year will be upon us. So, have you made sure that your company is prepared for this period?

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Read more 4 Reasons You Should Outsource Your Customer Services

Monday October 5 2020

Customer services matter. 96% of consumers say that this is an important factor when choosing whether to be loyal to a brand, according to a survey from Microsoft. Ensuring that you offer your customer base what they expect is a must. However, that doesn’t necessarily mean you need a customer services team. Believe it or […]

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Read more “You’re not solving the problem. You’re not even looking at the problem.”

Wednesday July 22 2020

Moneyball gave us one of the most popular business/sports theories we have seen in recent times, not to mention a fantastic movie. To steal a line from the film, “you’re not even looking at the problem.” It is something that many a customer has disgruntledly muttered down the phone. In some cases, they aren’t wrong. Customer […]

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Read more Inhouse Customer Services VS Outsourcing

Monday June 29 2020

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 […]

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Read more 5 REASONS WHY YOU SHOULD OFFER MULTILINGUAL CUSTOMER SERVICE.

Wednesday June 17 2020

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 […]

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Read more THE KEY TO SUCCESSFUL MULTILINGUAL CUSTOMER SERVICES

Friday May 1 2020

In the past two decades, online commerce has grown significantly, creating a truly global market. A company offering products or services in a global marketplace, needs to offer the customer services to match, and of course, this means communication in a multitude of languages. There is a wide range of tools available that can help […]

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Read more CUSTOMER EXPECTATIONS

Thursday April 9 2020

After a bad experience with a well-known retailer – Niall Rogers, Customer Experience Manager here at DDC OS, couldn’t let it go. He was left frustrated at his ability to do nothing about the woeful service he had. He chased the complaints team to receive bland, non-committal responses. This led to a conversation with colleagues […]

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Read more DDC COMMUNITY – INCREASING USER ENGAGEMENT.

Tuesday March 31 2020

A staggering 90% of consumers expect companies to have an online portal for customer service. Are you prepared to support that 90%? For many companies, the investment needed to launch their own app is just too large for them to take this important step in their multi channel digital communication strategy; But in a recent study […]

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Read more TRUSTING AN OUTSOURCER WITH YOUR BRAND.

Thursday February 20 2020

One of the main barriers we hear to outsourcing is one of brand protection, and as the person in our business that heads up marketing, it`s one I can certainly relate to. You’ve invested your heart and soul into growing your business; your team, your reputation and your culture is one you are proud of. […]

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Read more RECOGNISING EXCELLENCE IN OUR SARAJEVO OFFICE

Thursday February 20 2020

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 […]

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Read more SMART METER ROLLOUT EXTENDED 2024

Friday February 14 2020

With 37 million meters still to be installed the ambitious 2020 deadline has, as expected, been extended. However, the new 2024 deadline still poses a substantial logistical headache for suppliers. It still requires the number of installations per month to more than double that of the current rate.   Here at DDC OS, we are at the forefront of the energy market, and […]

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Read more BILLING ISSUES IN THE UTILITIES MARKET?

Wednesday February 5 2020

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 […]

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Read more TAKE A LEAP – IT’S 2020

Wednesday January 22 2020

With a leap year here, it’s time for something special! It comes in lots of different shapes and sizes, some of us may be looking to be more organised, rely less on email or take on that unwanted project. Whatever you are hoping to achieve this year, hopefully, you are asking who can support you? […]

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Read more START UP`S AND OUTSOURCING

Tuesday September 24 2019

Technology has catapulted the concept of “Start-Ups” into mainstream business talk. Who will be the next big thing? How are they going to disrupt their industry? From Monzo in banking to Padoq in the social sphere, it’s hard to keep up! Even well-established sectors aren’t immune, look at Gillette the self-proclaimed (rightly so) – “best […]

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Read more 5 STAR CUSTOMER SERVICES

Monday July 22 2019

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, […]

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Read more CAN GOOD MARKETING PRACTICES INFLUENCE YOUR APPROACH TO CUSTOMER SERVICES?

Thursday June 27 2019

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 […]

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Read more THE EVOLUTION OF THE MODERN-DAY OUTSOURCING PARTNER

Monday June 24 2019

When Then DDC Group started out 30 years ago, outsourcing was predominantly an exercise for cost reduction; ‘Labour arbitrage’ as it was called back then. Phrases such as ‘meeting staffing needs’ were used in marketing and the overwhelming message was that if you moved some of your business processes to a third party (usually offshore) […]

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Read more SMART METER INSTALLATION – A SUPPLIER VIEW

Tuesday June 4 2019

What should happen before the meter is installed? Your customer should fully understand the installation process and be made aware of your installation code of practice. This might be the Smart Metering Installation Code of Practice (SMICoP) or your own internal code of practice. You should advise the customer of what data is collected from […]

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Read more THE FUTURE OF CUSTOMER SERVICE EXPECTATIONS

Wednesday May 15 2019

The Future of Customer Service Expectations The world is an ever-evolving place, as is the customer service environment. Consumer behaviour is different and in turn, so are customer service expectations. So, for the customer service providers out there, what next? “The trend toward using more channels and fewer traditional methods to contact customer service is […]

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Read more A NEW DAWN FOR RETAIL AND OUTSOURCING?

Monday March 25 2019

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 […]

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Read more OUTSOURCING – IT’S HERE TO STAY

Thursday February 7 2019

Outsourcing’s reputation certainly took a hit last year, even the biggest in the industry it seemed could be found in troubled waters. So, throw in the digital age and its relentless ability to make once tiresome manual tasks simple, will Outsourcing survive? Dr Utz in his recent article with the same name, posed the question – ‘Is […]

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Read more BUILDING SUCCESS THROUGH RELATIONSHIPS

Monday December 3 2018

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 […]

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Read more CAN ENERGY SUPPLIERS AFFORD NOT TO OUTSOURCE?

Tuesday November 27 2018

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, […]

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Read more SUPPLIER OF LAST RESORT BRIEFING

Thursday November 15 2018

Hopefully, by now, you have had the opportunity to enjoy some of our utilities briefings. We are delighted to share our latest instalment, looking at the Supplier of Resort process. We hope you find the content useful, and if you would like to learn more please feel free to get in touch.  View the paper here.

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Read more COMMUNICATIONS REVIEW – A UTILITIES BRIEF

Monday November 5 2018

What is Ofgem`s Communications Review?  All businesses have an obligation to provide their customers with the right information at the right time and in the right format to enable them to make informed choices. In energy, this enables customers to manage their consumption and costs and as technologies and digital services advance. Ofgem has recognised […]

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Read more MICHELLE DAVIES – DRIVING TRANSFORMATION AT DDC OS

Thursday October 25 2018

By now you will have read at least one article on ‘Disruption’, if you haven’t, take a look at ours. The article references a number of changes we have implemented to drive us forwards, Michelle Davies, our Programme Director has been pivotal in any transformation. Recently, we took the time to sit with Michelle and […]

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Read more COMPLAINTS BRIEF

Monday October 22 2018

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 […]

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Read more DIGITAL MAILROOM INFOGRAPHIC

Monday October 15 2018

Check out this Digital Mailroom infographic. If you want to know more take a look here.

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Read more FINDING OPPORTUNITIES WITHIN THE GDPR

Tuesday October 9 2018

Here at DDC Outsourcing Solutions UK (DDC OS), we are always looking at ways to improve our internal processes, and like many companies ahead of the introduction of the GDPR, we implemented a number of transformational changes. The new regulation of course, not only applies to digital data but also physical data. As a company […]

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Read more TRAINING V DEVELOPMENT – AN IMPORTANT DISTINCTION

Thursday September 27 2018

This week, we are excited to launch our internal Leadership Development Programme here at DDC OS UK. The course is 9 bespoke modules which will focus on our unique needs; It includes analysing the existing organisational leadership and culture and discovery of the ‘cause and effect’ processes that are currently in place to help shed […]

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Read more MULTIMEDIA RESPONSE HANDLING

Friday September 14 2018

Check out our latest infographic – we take a look at our Multimedia Response Handling solution.

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Read more OUTSOURCING: V-Z

Monday September 10 2018

Here is the final instalment of Outsourcing A-Z, across a number of blog posts we have shown how The DDC Group covers a variety of outsourcing tasks. We admit that this final instalment has been challenging, but we have done it! Outsourcing A to Z… V for Volumes A key driver behind our customer’s decision […]

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Read more CHARITIES AND THE IMPORTANCE OF HARNESSING SOCIAL MEDIA.

Tuesday August 28 2018

The charity industry has changed. The fundraising preference service, coupled with the GDPR, has forced charities to change their culture. Gone are the days of hitting data hard, driving up the number of donors through cold calling. Likewise, the responses to the campaign teams in the high streets have dropped significantly. So how do charities […]

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Read more OUTSOURCING: R-U

Wednesday August 22 2018

We are closing in on the final round of our Outsourcing A-Z series, this week we pick up with R to U. As always to discuss any of the topics we cover please get in touch… R is for RiskView You may have noticed RiskView appear in a lot of our communications in the build-up […]

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Read more DISRUPTION IS HERE… BUT MAYBE IT ALWAYS HAS BEEN.

Friday August 17 2018

Recently, we have been approached by lots of publications to be part of their latest articles on the new hot topic – disruption. “Can disruption help to reinvent the reputation of outsourcing services?” “Chrissie, tell us how DDC OS UK is helping to disrupt the outsourcing industry!” To be honest, I wasn’t really sure what […]

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Read more 5 TIPS WHEN CHOOSING AN OUTSOURCING PARTNER

Tuesday July 31 2018

Our latest infographic is here! We present our 5 top tips when choosing an outsourcing partner. To discuss any of your outsourcing needs please feel free to get in touch.

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Read more ARE ERRONEOUS TRANSFERS CAUSING HEADACHES FOR YOUR CUSTOMERS?

Thursday July 26 2018

At the Independent Suppliers Forum in October 2017, Ofgem drew attention to the high rates of Erroneous Transfers (ETs) in today’s retail market. An ET occurs when a customer is switched without their consent, this could be due to selecting the incorrect supply on registration, some confusion over the metering set up at a property […]

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Read more OUTSOURCING: M-Q

Thursday July 19 2018

Here’s the latest edition of the outsourcing A-Z series, we pick up with M to Q. M is for Multilingual Solutions DDC Multilingual Solutions are our experts in multi-language business process outsourcing. With the ability to operate in over 30 languages the MLS team based in Bosnia have been building a lasting impression across the […]

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Read more 5 REASONS TO OUTSOURCE YOUR BUSINESS PROCESSES

Thursday July 5 2018

Check out our latest infographic, we take a look at the top reasons to outsource your business processes. To learn more please contact us.

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Read more OUR LATEST DIGITISATION INFOGRAPHIC

Thursday June 14 2018

Check out our latest Digitisation infographic, and if you`d like to learn more take a look here.

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Read more OUTSOURCING: H-L

Friday June 8 2018

As we work our way through our outsourcing A-Z series, this week we pick up with H to L…  H is for a Hybrid Solution The DDC Group has access to 12 locations around the world, this enables us to offer our clients onshore, nearshore and offshore services. Our experience has often shown us that […]

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Read more DDC OS UK NAMED AS TOP PERFORMER 2018

Friday May 25 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 […]

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Read more CUSTOMER CARE AWARD WINNER

Sunday May 20 2018

Co-op Energy stepped in as the supplier of last resort for customers of GB Energy Supply (GBES) when it failed towards the end of 2016. This was a high-risk project for the company and the win at the Utility Week Awards 2017 for Customer Care is a just reward for the hard work and dedication […]

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Read more OUTSOURCING: D-G

Thursday May 3 2018

As we work our way through our outsourcing A-Z series, this week we pick up with D to G D for DDC Digital Solutions. Choosing what to discuss for the letter D in a company previously known as Direct Data Capture (DDC), is a challenge! Whilst Data Capture is still core to our business and […]

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Read more BACK BILLING OBLIGATION – A BRIEFING.

Tuesday April 17 2018

IS YOUR SUPPLY BUSINESS READY FOR THE OFGEM BACK BILLING OBLIGATION? Any suppliers giving their regulations a bit of ‘TLC’ will know by now that Ofgem has this week decided to modify the standard conditions of the electricity and gas supply licences by inserting new condition 21BA to protect consumers from lengthy back-bills. The changes […]

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Read more GDPR AND OUTSOURCING – BUSTING THE MYTHS

Thursday April 12 2018

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 […]

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Read more OUTSOURCING: A-C

Friday April 6 2018

We cover outsourcing from A-Z! This week we discuss A-C…   A for Analytics DDC Analytic Solutions is the newest member of The DDC Group after previously working in partnership with the group for a number of years. Their discovery suite offers a range of analytic tools that have been providing business critical intelligence for […]

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Read more GDPR TECHNOLOGY; PRIVACY BY DESIGN PT.2

Tuesday March 20 2018

After looking at the impact the GDPR would have on our daily productivity, in part two, we turn our attention to how it might help encourage a culture shift in companies handling data. The GDPR will affect employees at the majority of levels within an organisation handling personal identifiable data (PID), educating people in the […]

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