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”

17.04.2025

Analytics in the call center: Metrics and Tools by Oki-Toki

What Oki-Toki functionality is suitable for analyzing call center performance, main types of analytics, useful tips and recommendations.

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20.02.2025

Dialer Report: How to Collect Statistics on Dialer Calls?

Where to get a detailed report on dialing? Information about clients, task statuses, and dialed attempts.

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18.02.2025

Effective Analytics for the Contact Center: How to Create the Perfect “Report”?

How to Create an Effective Contact Center Work Summary. How to Keep Management Informed with “Reports”.

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21.01.2025

Active Listening: How to Teach an Agent to Listen to the Client

How to Develop Active Listening Skills with 4 Exercises, Tips, and Recommendations for Working with Call Center Clients.

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15.12.2024

Safety: Call Center Projects

How to Separate Call Center Projects: An Article for Supervisors and Contact Center Managers, Features and Settings in Oki-Toki.

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14.10.2024

Web Call from the Website – WebCall

What is a Web Call from a Website, How to Call a Call Center from a Browser, Setting up WebCall in Oki-Toki, Advantages and Benefits for Business.

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11.09.2024

DataMixer: How to create a report for a call center?

DataMixer – a new oki-toki tool that will simplify your reporting work. Read in the note what it’s for and how to set it up!

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09.09.2024

First Call Resolution: FCR Report in Oki-Toki

What is the FCR indicator for call center operation, how to calculate it by formula, automatic report in oki-toki, and selection of fields for filling.

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16.08.2024

“Occupancy”: agent workload in call centers

How to determine the occupancy rate of call center agents and set up the “Occupancy” indicator in the Oki-Toki service.

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22.07.2024

Call center agent conversation recordings

How to store and analyze operator call recordings in Oki-Toki

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