Yes. There are no limits on “depth”.
Customer conversation scripts
A tool for systematizing, managing, and automating the communication process with customers.
How to use Conversation Scripts?
1
Sales Scripts
Create your own sales scripts for different projects, making it easier for agents to handle objections and rejections.
Connect Callback or Dialer to the script in Oki-Toki, and the agent will not forget to call the client, the filling history will remind of the last “touch”, and automatic notifications will send a quote without the agent’s participation.
2
Questionnaires for Surveys and Research
Use a convenient visual builder to create questionnaires for surveys.
The following Oki-Toki features will be useful for launching surveys, such as a powerful Dialer with extensive customization options, phone number and address validation, API integration.
Connect operators from anywhere in the world to participate in surveys. Track the time spent on each question. Provide detailed statistics to the customer.
3
Conversation Scripts for Inbound Line
Connect conversation scripts to the inbound line to optimize the case handling process.
Conversation scripts in Oki-Toki do not only guide the agent but also help to keep track of case history, plan calls, load lists, or send automatic messages, for example, with a quote or order information.
4
Conversation Scripts for Robots
Automate case handling in your call center using conversation scripts for robots.
Our robots do not need to be trained on your conversations—they are naturally equipped with skills characteristic of good agents: a pleasant voice, manners, literacy, and a sense of humor.
Where to use Conversation Scripts
Cold Sales
Upload your own sales scripts and track the effectiveness of telemarketing operators.
Surveys and Questionnaires
Use Conversation Scripts for conducting marketing research, social or political surveys.
Handling Requests in E-commerce
Record and process requests in the call center, hotline, or e-commerce technical support.
Handling Orders in CPA networks and goods
Process requests and make additional sales with the help of Conversation Scripts.
5 tasks solved by the “Conversation Script” tool
Process Automation
Simplify basic operations by automating processes with Conversation Scripts. What you can:
- Send automatic messages to respondents via email or SMS.
- Set up automatic notifications for responsible parties or customers, for example, about a sale or request.
- Schedule the next call.
Set up the memory of the last response in the script with the possibility to continue it. - Set quotas for surveys with the ability to automatically stop dialing when the quota is reached.
- Integrate with other CRMs to collect or send data during dialogue
Efficiency Improvement
Oki-Toki Conversation Scripts simplify the work of experienced operators and help newcomers quickly integrate. You will be able to:
- Flexibly adjust transitions between questions and answers.
- Add clarifications to questions, descriptions of answer requirements, and various details for training.
- Use a single interface for all projects of your call center.
- Create your own conversation script templates.
Data Collection
Using Conversation Scripts, you can eliminate human factors such as “forgetfulness” when entering mandatory answers and standardize data collection.
- Use the binding of answers to contact fields in the card.
- Set quotas for surveys.
- Store the history of changes in the card. Create drop-down lists to save answers in a unified format.
- Set fields that are mandatory to fill out.
- Use automatic data validation during entry (addresses, names, etc.).
Agent Training
Conversation Scripts in Oki-Toki greatly simplify the process of integrating new agents or launching new projects.
- Use the “Sandbox” to train employees without affecting the statistics of working projects.
- Easily connect new agents to the project, using sequential display of questions with hints instead of memorizing questions.
- Test the “weak spots” of the script before starting work.
Report Generation
Optimize your call center operation using Conversation Scripts. You will be able to track:
- Individual KPIs per agent.
- Engagement in work.
- Overall statistics for the company.
- Statistics by projects.
Aggregated data with different filters are already ready in our tool “Reports”.
Additional Functions of Conversation Scripts
Saving the duration and authorship of each answer.
Validation (checking) of entered values.
Connecting a list of possible values.
History of answers with the option to UNDO.
Ability to copy scripts.
Ability to import scripts from Google docs and Msword
Ability to manage scripts through API.
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What the “Conversation Scripts” tool looks like in Oki-Toki
Frequently Asked Questions about the “Conversation Scripts” tool
Is there multi-level questioning?
Can you import/export scripts?
Yes. Import from a Google document is possible.
Can your CRM be used with your own PBX?
You cannot connect CRM separately without our PBX.
Can you connect your own SIP number to CRM?
Yes, without any problems.
Is there a charge for using CRM?
The payment for using CRM is included in the subscription fee.
Can you connect external storage to your service?
You can connect Google Drive, Dropbox, Yandex Disk.
Can you listen to the agent's conversations in real-time?
Yes, through the “Users” widget at the operator’s station.
Can the agent take calls on a personal phone if necessary?
Yes, for this you need to add another communication tool in the user settings.
Utilize additional tools as needed
The omnichannel platform brings together calls, web chats, emails, social networks, messengers, and mobile applications. This unified environment is extremely user-friendly, and the combined data creates the perfect conditions for bots – reliable and functional assistants.
- 5 dial modes: Preview/Callback, Predictive, Progressive, Ultra, Power,
- flexible settings for the number and interval of attempts,
- possibility to use in conjunction with the autoinformer,
- adjusting calls according to the client’s time zone,
- integration with external CRM,
- automatic handling of lost calls.
A tool for systematizing, controlling, and automating client communication processes.
- Automatic messages to respondents via email or SMS,
- Automatic notifications for responsible parties or clients, for instance, about a sale or an inquiry,
- Integration with other CRM for data collection or dispatch during dialogue,
- Creation of custom conversation scripts templates,
- Quotas for surveys,
- Linking answers to contact fields in the card,
- Training of agents without impacting the statistics of active projects,
- Individual KPIs for agents and much more.
Conversation evaluation, transcripts, and speech analytics – three key Oki-Toki tools that will allow you to control the quality of calls in your call center!
- automatic selection of audio recording for review,
- voice distortion to eliminate subjectivity,
- statistics of agent ratings and the performance of the quality control department,
- karaoke mode (comparison of audio recording text and highlighting the text during listening),
- tracking interruptions, pauses, use of obscene language in conversation with customer,
- tracking the compliance of the application form with the conversation transcript.
Reviews on Oki-Toki from Other Services
Customer conversation script for call-center
Customer conversation scripts are an essential tool for any company that values service quality and efficiency. They help improve customer interaction quality, standardize processes, and increase customer satisfaction. In our service, you can create ready-made sales scripts for free. Let’s see what a customer conversation script is, how they work, and what benefits they can bring to your business.
How to use Conversation Scripts?
Creating sales scripts in Oki-Toki is a simple and convenient process. Here are the main steps to follow:
- Define the objective. Before starting to create a script, it’s important to understand what goal you want to achieve. It could be selling a specific product or service, improving service quality, or managing objections.
- Research the market. Investigate the market to understand what your customers are looking for and their needs. This will help you create a script tailored to their requirements.
- Create the script. Use the convenient visual builder in Oki-Toki to create the sales script.
- Define key conversation stages. Whether it’s a script for an outgoing call or an incoming call script. Possible objections and their responses, as well as the deal closing strategy. Also, ensure that your script is simple and understandable for agents.
- Test the script. After creating the sales script, it’s crucial to test it. Identify what needs to be corrected or added to improve the script’s effectiveness.
- Implement the script. After successful testing of the sales script, connect it to Oki-Toki so that agents can use it in their work.
Using customer conversation scripts within the Oki-Toki company has many advantages. Next, some of them will be described in more detail:
- Improved efficiency: Using conversation scripts helps agents work more effectively, as they can quickly find the necessary information and manage the conversation with the customer.
- Improved service quality: Conversation scripts can help agents provide higher service quality, as they can quickly find information and answer customer questions.
- Improved case management: Conversation scripts help track case history, plan calls, and monitor case outcomes.
- For improved automation, a phone conversation script can be integrated with other functions in Oki-Toki, such as Callback or Dialer, allowing for the automation of many processes and improving efficiency.
- Improved statistics: Conversation scripts can provide detailed statistics about cases, which allows a better understanding of customer needs and optimizing service processes.
Where to use Conversation Scripts
Using surveys and research questionnaires
You can also use scripts for conducting surveys and research through questionnaires. For this, you can use a powerful Dialer with extensive customization options, phone number and address validation, as well as API integration. This will allow you to launch surveys and receive responses from agents around the world, track the time spent on each question, and provide detailed statistics to the customer.
Using conversation scripts for inbound calls
You can use conversation scripts to optimize the case handling process on the inbound line. Conversation scripts in Oki-Toki help not only guide the agent but also keep track of case history, plan calls, load lists, or send automatic messages, for example, with a quote or order information.
Using conversation scripts for robots
You can also automate case handling in your call center scripting tools for robots. Robots possess skills characteristic of good agents, such as a pleasant voice, manners, literacy, and a sense of humor, and they do not need to be trained on your conversations.
In general, conversation scripts in Oki-Toki can be used for various purposes, including improving sales processes, conducting surveys and research, optimizing the case handling process, and automating call center script software work using robots. They help agents work more efficiently, automate many processes, and improve customer service quality. Using conversation scripts in Oki-Toki can help you achieve these goals and improve your business operations.
Tasks solved by the “Conversation Script” tool
Using dialogue scripts, the client will be able to perform a wide range of actions to automate and improve their communication with customers and partners, namely:
- Sending automatic messages: the client can set up an automatic message distribution by email or SMS to respondents to notify them about current issues or offers.
- Setting up automatic notifications: the client can set notifications for responsible parties or customers, for example, about a sale or request, so they are always informed about fresh matters.
- Planning the next call: the client can schedule the next call with the respondent to maintain active contacts and improve communication with customers. Remembering the last response: the client can configure the memory of the last response in the conversation script to continue the dialogue with the respondent in the future without losing the previous information.
- Setting quotas: the client can set quotas for surveys to limit the number of calls per day or week and automatically stop dialing when the quota is reached.
- Integration with CRM: the client can integrate conversation scripts with other CRMs to collect or send data during the dialogue to improve efficiency and enhance customer management.
Conversation script as a tool to increase efficiency
Using conversation scripts in Oki-Toki will make the work of experienced agents easier, as well as help newcomers quickly understand the interaction process with respondents. Using this functionality, you can:
- Flexibly adjust transitions between questions and answers to ensure a more effective dialogue with respondents.
- Add explanations to questions, descriptions of answer requirements, and various details to train agents and increase efficiency.
- Use a unified interface for all projects and call center conversation script, which will help simplify work and improve efficiency.
- Clients can create their own dialogue script templates to better reflect the specifics of their business task and improve efficiency.
Conversation scripts as a tool for data collection
Using conversation scripts allows improving the efficiency of interaction with respondents by eliminating the human factor, such as forgetfulness, when entering mandatory answers and ensuring unified data collection.
- Use the binding of answers to contact fields in the card to help you store and improve the organization of the card history.
- You can also set quotas for surveys to limit the number of respondents you can interact with. This will help you achieve desired results in shorter times.
- Store the history of changes in the card. Create drop-down lists to save answers in a unified format to ensure that all necessary data is collected.
- Set fields that are mandatory to fill out.
- Use automatic data correctness checks during filling, such as address, names, etc., to ensure the accuracy and completeness of the data you collect.
Reporting based on conversation scripts
Using Conversation Scripts, you can optimize the operation of your call center answering script. This will allow you to track the following indicators:
- Individual KPIs for each agent – this will help you assess the effectiveness of each of them.
- Agent engagement level – this will help you assess how actively they participate in the work of the call center scripting.
- Overall company statistics – this will help you get a general idea of the incoming/outgoing call conversation script and the overall operation of the scripts for call center agents.
- Incoming call handling scripts and the percentage of customer loss when calls are processed without clients.
- Statistics by projects – this will help you assess the effectiveness of work on each of the projects.
- Using the “Reports” tool, you will have access to aggregated data with different filters, which will allow you to analyze your work results. This will help you get a complete picture and improve the efficiency of your call center scripts for agents.
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
We’ve been working with Oki-Toki for over 5 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 five 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
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
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.
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