Reports are indispensable for managing every call center process. If there is no information, it is impossible to track the dynamics of work, promptly intervene to resume it, control the constancy of quality or efficiency indicators. You can read more about our call center reports here.
But the usual reports have drawbacks.
No. 1. Reports in tabular or graphical form have a formal form and require involvement in the process and knowledge of its features in order to understand what is happening, well, or a commentator, or at least comments. In general, it is unclear and often redundant. The second drawback of many reports is that they do not have the ability to summarize information from different parts of the systems: sales, employment, communications. It is necessary to download the data, enter it into excel and form a summary of key indicators. It’s inconvenient and this causes errors. The third problem is providing information for customers. In pink dreams, reports are prepared automatically and sent to the post office. But often this is not the case – either there is no automation or mail is “inconvenient”. There is a problem – you need to solve it!
Reports in Oki-Toki is a new type of instant reports for managers and customers.
- Reports display information that is written in an understandable language
- Add the necessary sections, choose the indicators (KPIs) you need
- Receive automatic reports by email every hour, day, week or month
- Study the dynamics of changes in important call center indicators.
Create your Reports by collecting only the information you need. Monitor the work of your CC and analyze the dynamics of changes in important KPIs.
Feedback from the Startpack service Pros: extensive functionality, a huge number of reports. The company itself is ready to develop new products to improve the quality of work. Integration of statistical data, disciplinary reports and reports. A convenient platform for a company with a large number of clients. Linking a personal manager to a client, which is important at the first stages of working with the program. Full automation of calls, recording and archive of all telephone conversations. API integration. At the same time, the cost of these services on the market is low. Cons: Lack of a number of widgets when moving to a new opera place, although this can be considered as an advantage, since it does not scatter the attention of the operator when calling
Feedback from the Voipoffice service We have been working with Oki for more than 3 years. Excellent service for the implementation of projects and at a very good price. If there are people, pay, if there are no people, don’t pay. We have already implemented a large number of projects on the Oka platform. Very convenient widgets for tracking indicators and flexible settings. If you want to quickly launch a project that will work stably, I definitely recommend Oki. We have not had situations in 3 years that the oki did not work for more than 4-5 minutes and this happens very rarely.
Feedback from the Otzovik service We have been working with Oki since 2018, we found them when we opened an online store. The service is very flexible. At first we had a couple of operators, and we bought only 2 operator positions. Now there are more operators, we spend, of course, also more, but there are no “extra” and imposed payments. There are 10 operators – you pay only for 10 operator places. You don’t need, for example, a voice robot – you don’t pay for it, you need it, you connected it. But there is a personal manager only at the stage of connection and the test period. Generally satisfied.
Feedback from the Indexcall service There are pluses and minuses in the operation of the system. Although in general a positive impression. From the conveniences: a clear interface and work from the browser, the capabilities of the dealer. IVR is very cool. Creating voice greetings or scripts is really cool. Of the minuses: the raw interface of the operator’s workplace, there are a number of shortcomings. It’s a little annoying that many related functions are in different sections. It would be nice to add more hints. In general, more satisfied with the work than not.