Outsourcing
“Articles and notes for outsourcing contact centers on how to calculate the required number of agents, unit economics in a call center, managing access to data in a call center, project management in oki-toki, calculating the cost of calls and work in a project, how to make reports for clients.
The category is related to products:
“Dialer”, “Voice Mailings”, “Voice Robot”, “Smart Reports”, “Cloud Call Center”, “Conversation Assessment”, “Conversation Scripts”
We have expanded the filtering capabilities within the Oki-Toki dialer and prepared a useful note about managing the customer base.
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How to reduce the level of missed calls with Oki-Toki tools and not lose the customer even before talking to the agent.
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How to support an agent after a difficult conversation with a client: tips and tricks on how to cope with emotions after an angry call.
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What to do if there is silence between the agent and the client, effective communication methods and useful tips for the call center.
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Why does a call center need user groups, how to add agents to them, how to set them up wisely, and where to apply them.
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How an agent can gain trust and establish contact with a client, useful tips and recommendations for call center employees.
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What is ACW and PCP, how to manage the operator’s break after a call, the duration between calls and PCP status settings in Oki-Toki.
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Incoming call statistics – a feature that allows for the analysis of incoming calls received at the contact center’s numbers.
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Prepare for the launch of the contact center! Start with this article. In our experience, every second call center during launch commits at least one of the listed mistakes.
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Five Reasons Why You Should Reboot Your Contact Centre. Enhancing your Call Centre with Oki-Toki.
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