Reports are indispensable for managing every process of a call center. Without information – it’s impossible to monitor work dynamics, promptly interfere for its resumption, control the consistency of quality or efficiency indicators. You can read about our call center reports here
h3>But traditional reports have some drawbacks/h3>
№1. Reports in tabular or graphic form are formal and require involvement and understanding of its peculiarities to comprehend what’s happening, or, at least, an explainer or commentary. In a nutshell, it’s often unclear and redundant.
The second drawback of many reports – they lack the ability to consolidate information from different sectors of the system: sales, occupancy, communication. It’s necessary to download the data, enter it into excel and draw up a summary by key indicators. It’s inconvenient and creates more room for errors.
The third problem – providing information for customers. In an ideal dream, reports would auto-generate and send by email. But often, this isn’t the case — either there’s no automation, or email is “inconvenient.” When there’s a problem – a solution is needed!
h3>Reports in Oki-Toki — a new type of instant reports for managers and customers. /h3>
- Reports display information written in a comprehensible language
- Add the necessary sections, select the indicators (KPIs) that are important for you
- Get automated report dispatches to your email every hour, day, week or month
- Study the dynamics of changes in key contact center indicators.
Create your own Reports, gathering only the necessary information. Monitor the performance of your contact center and analyze the dynamics of changes in key KPIs.
Review from the service Startpack
Pros: Extensive functionality, a vast array of reports. The company itself is geared towards the development of new products to enhance the quality of service. A seamless integration of statistical data, disciplinary reports, and other reports.
An intuitive platform for companies with a large customer base. Here, each client is assigned a personal agent, which is essential in the initial stages of working with the program. A complete automation of calls, recording, and archiving of all phone conversations is available. API integration is offered. Additionally, the cost of these services on the market is low.
Cons: There is a lack of certain widgets when transitioning to a new agent’s workplace. Though, this can be viewed as an advantage as it does not distract the agent during the call.
Iulia Raiscaia
Review from the service Voipoffice
We’ve been working with Oki-Toki for over 3 years. It’s a superb service for implementing projects at a highly favorable price. Pay when you have staff, don’t pay when you don’t. We have implemented a large number of projects on the Oki-Toki platform. There are very handy widgets for tracking metrics and flexible settings. If you want to quickly launch a project that will run stably, I strongly recommend Oki-Toki. In three years we have never had a situation where Oki-Toki didn’t work for more than 4-5 minutes and that happens very rarely.
Bogdan Koshevyy
Review from the service Otzovik
We’ve been working with Oki-Toki since 2018, discovered them when we were launching our online store. The service is incredibly flexible. Initially, we had a couple of agents, and we bought just 2 agent seats. Now the number of agents has increased – of course, we spend more too, but there are no “extra” or imposed charges. If you have 10 agents, you only pay for 10 agent seats. If you don’t need, for example, a voice robot – you don’t pay for it. If you need it – you connect it. However, a personal manager is available only at the connection and trial period stage. Overall, we are satisfied.
Love
Review from the service Indexcall
There are pros and cons in the system’s operation. Overall, the impression is positive. Among the conveniences: a clear interface and browser-based operation, dialer capabilities. IVR is very well arranged. Creating voice greetings and scripts is pretty cool. On the downside: the agent’s work interface is raw, there are some other improvements needed. A bit frustrating that many linked functions are found in separate sections. It would be good to have more hints. Overall, I’m more satisfied with the operation than not.
Guest