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”
What is agent tariffication, how to calculate customer tariffs in the Oki-Toki service, the formula for rounding the agent’s working time.
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How to Set Up a VIP Call Queue for Priority Subscribers of a Call Centre, VIP Number List, and Call Scripts.
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How to Divide Call Center Projects: An Article for Supervisors and Contact Center Managers
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How to check the working hours of agents, view the history status report of a single user in the workspace, and settings and capabilities in Oki-Toki.
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Where can I find a detailed report on the call making process? Information about clients, task statuses, and attempted calls.
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An email template for sales scripts – a tool for automated sending of emails from a conversation script, by event, or by the assistance of an API.
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How to secure a client in Oki-Toki with a group of managers using a questionnaire or API. Useful for task distribution across skill groups.
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Multiple communication channels in a single agent’s window – we recommend our own solution – “Omnichannel chat” in Oki-Toki.
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Why is it necessary to segment client information in a form? Oki-Toki will enlighten you. The result is – the agent makes fewer mistakes and works faster.
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How to Create an Effective Call Center Report. Maintain your management informed with comprehensive reports.
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