Customer Experience Archives

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.

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?

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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. […]

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 […]

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 […]

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) […]

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 […]

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 […]

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 […]

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 […]

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 […]

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, […]

Monday October 29 2018

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 […]

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 […]

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 […]

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.

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 […]

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.

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 […]

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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