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”

Аутсорсинг
Call Center Agent Performance Standards: Report of the Status History
17.05.2024 Call Center Agent Performance Standards: Report of the Status History

How to check the working hours of agents, view the report of one user’s status history at the workstation, settings and features in Oki-Toki.

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How to Create an Outsourcing Contact Center?
16.05.2024 How to Create an Outsourcing Contact Center?

Boost your business competitiveness with an outsourced call center! In this guide, you will find everything you need to create a profitable contact center that will work for you.

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How to Set Up an Auto-Dialing System?
16.04.2024 How to Set Up an Auto-Dialing System?

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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Incoming calls in a call center: why customers hang up
12.04.2024 Incoming calls in a call center: why customers hang up

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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Motivation of the agent after an angry call
19.03.2024 Motivation of the agent after an angry call

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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How to avoid silence in conversations with clients
18.03.2024 How to avoid silence in conversations with clients

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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Note: User Groups
22.02.2024 Note: User Groups

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 to build trusting relationships with call center customers
22.02.2024 How to build trusting relationships with call center customers

How an agent can gain trust and establish contact with a client, useful tips and recommendations for call center employees.

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Agents work after call: ACW and PCP.
21.02.2024 Agents work after call: ACW and PCP.

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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Contact Center Incoming Call Statistics
20.02.2024 Contact Center Incoming Call Statistics

Incoming call statistics – a feature that allows for the analysis of incoming calls received at the contact center’s numbers.

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