The call center manager plays an important role in managing a team of agents and providing a high level of customer service. For the effective work of the head of the call center, various tools are needed:
CRM system
This is a software that allows the call center manager to manage the customer database, their contact information and call history. Also, the CRM system provides information about the company's products and services and allows you to track the performance of employees.
Calendar and schedule
It is important for a call center manager to know when managers work and what tasks they need to complete. The calendar and schedule help you plan your team's work schedule and keep track of tasks.
Reports
A call center manager should monitor the performance of his team and track metrics such as response time, call duration and customer satisfaction, call center agent kpi, etc. This requires reports that can be generated in a CRM system or other specialized tools.
Monitoring system
Through the monitoring system, the call center manager can monitor the work of agents in real time and provide them with feedback to improve the customer experience.
Training Materials
A call center manager should have access to various training materials, such as courses and trainings on team management and customer service, to help agents improve their skills and improve service quality.
Communication Tools
The call center manager must have access to various contact center tools to communicate with the agent team, such as email, chat, and internal messaging systems.
In general, a call center manager needs to have access to a wide range of tools in order to effectively manage their team.
Reports for every taste in Oki-Toki
Oki-Toki service is a comprehensive solution for organizing the work of call centers.
It allows you to manage the process of processing incoming and outgoing calls as efficiently as possible, as well as monitor the work of operators and analyze the results of their work.
One of the main advantages of the service is the presence of many reports and metrics that allow you to get complete information about the work of the call center and its employees. Using call center quality control tools, you can generate the report you need. For example, the employment report, which shows how much time each agent spends in the state \"busy\", \"away\" or \"out of line\". This allows you to make sure that employees do not stand idle and make the most of their working time.
The service also provides discipline reports that reflect how operators comply with the rules of work in the call center. This is important in order to provide a high quality customer service and maintain the company's reputation.
Call Reports allows you to get complete information about each call, including its duration, waiting time in queue, subscriber number, etc. This helps to identify problem areas in the call center and improve the quality of service.
In addition, the Oki-Toki service provides expense reports that reflect the costs of telephony, operator services, and other costs associated with the operation of the call center. This allows you to control costs and optimize them.
An important function of the service is the operation of auto-dialing, which allows you to automatically call customers and conduct surveys, collect information about new products and services, and conduct market research. Autodial performance reports allow you to analyze the effectiveness of this feature and determine how it helps your company achieve its goals.
International indicators of the Call-center
The Oki-Toki service provides opportunities not only for working within the country, but also for organizing international call centers. In this case, to evaluate the work of the call center, special international indicators are used that allow you to determine the effectiveness of the call center at the international level.
Consider some of these international indicators:
- First Call Resolution (FCR) . This indicator shows the percentage of calls that were resolved by the operator on the first try. The higher the FCR, the better the call center performs, as it indicates that agents are effectively solving customer problems.
- Average Handle Time (AHT) . This indicator shows the average time that the agent spends on processing one call. The shorter this time, the more efficient the call center works.
- Service Level Agreement (SLA) . This metric shows the percentage of calls that must be answered by an agent within a certain amount of time (for example, within 30 seconds). The higher this indicator, the better the call center performs, as this indicates that customers quickly receive an answer to their question or solve their problem.
- Customer Satisfaction (CSAT) . This indicator shows the level of customer satisfaction with the work of the call center. It can be measured in a variety of ways, such as through surveys that take place after each call or through online surveys. The higher this indicator, the better the call center works.
- Net Promoter Score (NPS) . This metric measures how likely customers are to recommend a company to their friends or colleagues. It is measured using surveys that are given to customers after each call. The higher this score, the better the call center performs and the more likely customers are to recommend the company to others.
- Abandoned Call Rate (ACR) is a measure of the percentage of calls that were interrupted by the customer before an agent answered them. This indicator is one of the key indicators for evaluating the effectiveness of the call center, as it allows you to assess the level of customer satisfaction and the efficiency of operators.
- Average Speed of Answer (ASA) . This metric shows the average time customers spend in line waiting for an agent to respond. The shorter this time, the better the call center works.
- Occupancy Rate . This indicator shows how busy operators are during the working day. It is measured as the ratio of the time that agents spend in the \"working\" state to the total time of the working day. The higher the employment of operators, the more efficiently the call center works.
- Average Abandonment Rate (AAR) . This indicator shows the average number of calls that are interrupted by customers during the working day. The smaller this number, the better the call center works.
- contact quality . This indicator shows how well operators communicate with customers. It is measured using the analysis of audio recordings of calls and may include parameters such as speech clarity, empathy level, number of questions asked by the agent, etc. The higher the level of contact quality, the more likely customers are to be satisfied with the service.
- Customer Effort Score (CES) . This indicator shows how easy it was for customers to solve their problem or get an answer to their question. It is measured through surveys conducted after each call and can be used to evaluate call center performance.
- service availability. This indicator shows how accessible the service is to customers. It is measured as the ratio of the time during which the service was available to customers to the total time the call center was open. The higher the level of service availability, the more efficiently the call center works.
KPI Metrics for Call Center
Oki-Toki Service is a call center platform that provides various contact center tools to optimize the work of agents and improve the quality of customer service. Within this platform, various Key Performance Indicator (KPI) metrics are available to help evaluate the work of the call center and its employees.
Consider the main kpi of the call center and support:
Average waiting time in queue
This metric shows how long customers spend waiting for a response from an agent. The shorter this time, the better, because customers can get an answer to their question or solve their problem faster.
Average time spent talking to a customer
This metric shows how much time an agent spends talking to a customer. The shorter this time, the more calls the operator can process in a certain period of time.
Number of missed calls
This metric reflects the number of calls that were not answered by an agent. The lower this number, the higher the efficiency of the call center.
Percentage of successful calls
This metric shows the percentage of calls in which the client received an answer to his question or solved his problem. The higher this percentage, the higher the level of customer satisfaction.
Number of handled calls per unit of time
This metric shows how many calls the agent manages to process in a certain period of time. The higher this number, the more efficient the call center is.
Customer Service Level
This metric reflects how quickly and effectively agents resolve customer issues. The higher the level of customer service, the higher their satisfaction and loyalty to the company.
Return Call Rate
This metric shows how many calls per customer. The lower this percentage, the better, as it indicates that operators are effectively solving customer problems and preventing repeat calls.
Break Duration
This metric shows how much time agents spend on breaks. The shorter this time, the more time agents can devote to handling calls and solving customer problems.
Smart report “Reports”
Reports, an effective report on key indicators of the contact center, is one of the main reports of the Oki-Toki service, which provides an opportunity to evaluate the work of the call center and its employees, the kpi of the effectiveness of the call center manager,
as well as identify key problems and potential areas for improvement . Reports can be generated based on various parameters, such as agent response time, number of calls, agent rating, call center KPI, etc.
Oki-Toki reports can be used for a number of tasks:
Performance monitoring
Reports allow you to evaluate the efficiency of agents and compare their performance over time. For example, you can track the average talk time with a customer, the average wait time for an agent to respond, and other metrics.
Problem Analysis
Reports can help identify problems faced by customers. For example, if many calls are dropped before the agent answers, this could be due to long wait times. Using reports will allow you to identify problems and take action to eliminate them.
Work planning
Reports can be used for call center planning and resource allocation. For example, if reports show that most calls occur at certain times of the day, you can schedule agents based on this information.
Service quality improvement
Reports can help identify areas where customer experience can be improved. For example, if reports show that customers frequently ask the same question, a custom knowledge base can be developed so agents can respond to that question quickly and efficiently.
Reports in Oki-Toki can be customized and adapted to specific business needs, making it a convenient and efficient tool for monitoring and managing call center operations.
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.
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 an advantage, since it does not scatter the operator's attention when calling
Iulia Raiscaia
Feedback from Voipoffice
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.
Bogdan Koshevoy
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.
Lyubov
Feedback from Indexcall
There are pluses and minuses in 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.
Guest