Using dialers for microfinance institutions
How an MFI can automate outbound calls: dialing modes, IVR, priorities, retry attempts, and results tracking.
Oki-Toki Blog
All articles, notes, reviews, instructions, and service updates for internal and outsourcing contact centers Oki-Toki. Use modern tools!
How to scale a call center to 100 agents
How to prepare a call center for growth: process setup, workload distribution, control, and workflow automation.
Using AI Assistants and AI Agents in Outsourcing
How AI is reshaping the work of contact centers: from customer service to quality control and load management
Why do the best agents quit first
How to retain valuable employees and give them new opportunities within the contact center.
Outsourcing: how to distribute workload between projects without conflicts
How can an outsourced call center distribute workload across projects, set priorities, use agent reserves, and reporting.
Outsourcing: why some projects become unprofitable in the first month
What to check during the project evaluation and setup stage so the contact center does not operate at a loss.
How an outsourced call center can find clients
Where to look for clients and how to show them that working with you is reliable: we look at communities, case studies, technologies, and recommendations.
Unit economics of a contact center with examples
Where does an outsourced call center lose money? We break down unit economics with clear calculations and typical situations.
Outsourcing: Why clients leave contractors
How to understand that you are losing a client? We analyze hidden signals and ways to retain the project.
Flexible schedule or fixed shifts: which is more profitable for outsourcing?
How to choose a work schedule for agents, organize shifts efficiently, and plan workloads using a WFM approach.