Setting up a call center from scratch

Create your cloud-based call center using Oki-Toki tools!

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Work from the browser

Work directly from the browser without additional software and equipment

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Scalability

The platform is designed for up to 500 agents and 1000 lines simultaneously

Reliability

Backup and data storage in different countries around the world

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Integration

We provide integration with external systems through webhooks and API

Advantages of working with Oki-Toki

Create your call center with Oki-Toki from any device in just a few hours. Easily scale workstations to your needs!

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The most advanced functionality on the market

Multichannel processing of inquiries

  • Call service scripts;
  • Integrations and chat service scripts;
  • Handling requests in personal accounts
  • Automatic callback for lost calls.
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Advanced CRM and analytics

  • Customize the sales funnel;
  • Control uniqueness and data validation;
  • Customer interaction history;
  • Customization and export of reports.
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Telephony management

  • Personal agent account;
  • Occupancy tracking;
  • Call interception and monitoring;
  • Standards and tariffs, bonuses and penalties.
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Management and control of agents

  • Connection of any communication providers;
  • Internal alerts for control;
  • Routing of outbound calls;
  • Detailed call statistics.
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Utilize additional tools as needed

Business Chat for Your Website

Oki-Toki Chat — it’s a unified center for handling customer calls and messages on social media, e-mail, website, and messenger apps: WhatsApp, Telegram, Viber, Skype.

  • Connect Conferences, Video Conferences and Screen sharing to your chats.
  • Work globally and competently.
  • Expand your telephony functionality.
  • Automate sales and support with chatbots.
  • Manage the quality of chats with KPI, alerts, smart reports and rewards.”
Omnichannel

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.

Auto-Dialing
  • 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.
Speech Analytics

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.

Creating a call center from scratch in 3 days

1 hour

Service presentation tailored to your project

1 day

System setup according to project requests

8 hours

Training staff to work with the service

Launch!

Your call center!

Rates

  • Additional Payment
  • Agent's Workspace € 1
  • For 1 agent per day

  • One-Time Payment
  • Activating and Setting up the Service € 75
  • One-time fee for service connection and setup

Additional Features

  • For 1 port
  • Ports in the GSM Gateway € 0,75
  • Per Day
  • SMS Dispatch Module € 1.5
  • Per Day
  • Additional Storage for Conversation Records € 0,15
  • For every additional 10 GB, beyond the 10 GB included in the subscription fee.

Reviews on Oki-Toki from Other Services

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Creating a call center from scratch

Creating and organizing a call center from scratch is a complex and multi-stage process that requires careful planning and execution of a number of tasks. Below are the main steps that need to be completed to create a call center from scratch.

Defining objectives and requirements

The first step in creating a call center is defining the goals and requirements. It is necessary to determine the purpose of the call center, the services that will be provided, and the requirements that need to be met.

Consider the possibility of creating a call center for a customer service quality improvement project. Our goal is to provide fast, efficient, and professional service in solving problems and answering customer queries. To do this, the following requirements must be defined:

  1. Minimum waiting time for call response;
  2. Qualified personnel capable of solving customer problems;
  3. Use of modern technology, such as process automation, to speed up responses to requests;;
  4. Ability to serve customers in different languages;
  5. Ability to provide detailed information about the company’s products and services.

Choosing the platform

Choosing the right platform is a critical step in organizing a call center’s operation. It is necessary to choose a platform that meets all requirements, ensuring reliability and flexibility.

The Oki-Toki service is a popular solution for creating and organizing call center operations:

  1. Ease of use.
  2. Flexibility in tool settings to fit your business.
  3. The service solves a large number of issues, increasing productivity and efficiency of the call center.
  4. Analytics: Oki-Toki provides extensive analytics capabilities, which help increase the efficiency of the call center’s operation.
  5. Integration: Oki-Toki integrates with many other business tools, including CRM systems and customer support software, to ensure smooth operation for both employees and customers.

Overall, Oki-Toki is a flexible and multifunctional solution for contact center organization, which can help companies of any size organize interaction with customers and optimize their business processes.

Recruiting and training staff

The next step in creating a contact center is recruiting and training staff. It is necessary to find professional agents, agents, and managers who will manage the call center. Staff training should include training on the platform, procedures, and policies of the contact center. Here are some steps that will help properly conduct this process:

  • Identify key skills, qualities, and experience necessary for successful work in the call center. It is important to consider both “soft” skills, such as communicability and empathy, and “hard” skills, such as the ability to work with technological equipment and software products.
  • Create a clear job description and publish it on suitable platforms. After defining the requirements for candidates, create a clear and informative job description and post it on various platforms, such as the company’s website and specialized recruiting websites.
  • Assess candidates using tests, interviews, and other methods to determine their compliance with the job requirements. Don’t forget to check references and previous work experience.
  • Provide new employees with proper training, which should include both theoretical and practical aspects of working in a call center. Training can be conducted using both internal company resources and external training centers.
  • Monitor the training process to ensure that new employees acquire the necessary knowledge and skills. Conduct regular knowledge checks and skill assessments.
  • Provide motivation and support for employees to reduce staff turnover and increase their job satisfaction. Organize regular events, incentives, etc.

Testing and configuration

After all components of the call center have been set up and staff has been trained, it is necessary to conduct testing and configuration of the call center. This will identify and correct issues before the call center begins full operation. Below are the steps that can be completed for testing and configuring the call center:

  • Before starting work, it is necessary to check that all devices in the call center are working correctly. This may include checking headsets, computers, and other devices.
  • Make sure the internet connection and other associated network connections are working correctly. This can be checked by calling a test number or conducting a test call.
  • Check that all programs used in the call center are working correctly. This may include testing programs for call management, call recording, processing customer data, and other programs.
  • Ensure that calls are correctly routed and reach the right employee in the call center. This may include testing call routing between different departments and the call center.
  • Check that calls are being processed correctly and customers are receiving the necessary support. This may include testing call processing procedures, assessing response speed, service quality, and other parameters.
  • Ensure that the call center’s performance is capable of handling calls and serving customers in the required volume. This may include assessing call response time, call processing time, staff efficiency, and other indicators.
  • If problems were identified during testing, it is necessary to make the appropriate adjustments and updates to the call center system.

Challenges that may be encountered when organizing a Call Center

Creating and organizing a call center from scratch can be accompanied by a number of difficulties, here are some of them:

Financial costs

One of the main challenges associated with creating a call center is the significant financial costs for equipment, software, training employees, and renting space.

Developing business processes

A call center is a complex business that includes multi-stage processes of working with customers, managing staff, and analyzing data. It is necessary to develop effective business processes to meet customer needs, optimize costs, and increase productivity.

Recruitment and training of staff

People work in call centers, and the quality of customer service directly depends on the skills and experience of the staff. It is necessary to select and train specialists who can work effectively with customers, manage conflict situations, and solve problems.

Technological issues

The call center uses a variety of technologies and software systems that may be complex to manage and maintain. It is necessary to ensure the reliability and security of the system, as well as a quick response to possible technical problems.

Competition

The call center market is very competitive, so it is necessary to develop an effective marketing and promotion strategy to attract new customers and retain existing ones.

Compliance with legal norms

Call centers often work with confidential customer information, so it is necessary to comply with all legal norms related to the protection of personal data and confidentiality.

After completing testing and configuration, the call center is ready for launch.

Multichannel processing of inquiries

Multichannel processing of inquiries in Oki-Toki service is the process of handling incoming customer requests from different communication channels. This may include incoming calls, emails, chats in online services, and social networks. The main goal of multichannel processing is to provide timely and efficient answers to customer inquiries, regardless of how they contacted the company.

The process of multichannel processing usually includes several stages, such as collecting customer information, identifying and prioritizing requests, solving the problem or providing an answer to the question, and recording information about the request for further processing. For effective multichannel processing of inquiries, companies can use various tools, such as automatic routing systems for requests, integration with CRM systems, analytical tools for monitoring and analyzing inquiries, and chatbots for automatic processing of requests.

Multichannel processing of inquiries in Oki-Toki is an important component of providing a high level of customer service. It allows quickly and efficiently responding to customer inquiries, increasing customer satisfaction levels, and strengthening the relationship between the company and its customers.

Advanced CRM and analytics

Advanced CRM (Customer Relationship Management) and analytics in Oki-Toki is a powerful tool for managing customer experience and analyzing data, which allows companies to increase customer satisfaction levels and optimize their business processes.

CRM system in Oki-Toki enables the automation and simplification of managing relationships with customers, making it easier to collect and analyze information about customers, their behavior, and preferences. This includes collecting and storing customer contact data, interaction and order history, preferences information, and more. Thanks to this, companies can better understand their customers, offer personalized approaches, and increase sales efficiency.

Analytics in Oki-Toki allows companies to analyze large volumes of data and obtain valuable insights for making business decisions. The analytics system enables the collection of data about customers and their behavior, analysis of this data, identification of trends and patterns, determination of marketing campaign success, and much more. Such an approach allows companies to optimize their processes, improve service quality, and increase customer satisfaction levels.

In general, Advanced CRM and analytics in Oki-Toki help companies effectively manage customer experience and gather valuable data for decision-making. This allows companies to achieve higher levels of customer satisfaction, increase sales efficiency, and improve their business processes.

Telephony management

Oki-Toki is a platform for business communications that includes a range of tools for telephony management. With Oki-Toki, you can configure a telephone system for your company and manage it using a web interface.

Here are some telephony management capabilities in Oki-Toki:

Setting up a virtual number

You can choose a virtual number for your company and configure it to receive calls. A virtual number can be regional or international, and will allow you to receive calls from customers around the world.

Call routing

Ability to set up call routing rules for specific phone numbers or for specific time intervals. For example, you can set up a rule that directs calls to a certain phone number when your office is closed.

IVR menu

There is the option to set up an IVR menu, which will help customers quickly find the right department or employee. The IVR menu can offer customers options, such as “Press 1 for the sales department, 2 for technical support”.

Call queues

You can create a call queue for specific departments or employees. This will allow evenly distributing calls among employees and reduce customer waiting time.

Call recording

Oki-Toki allows recording all incoming and outgoing calls so you can track service quality and use recordings for training new employees.

Reports

You can receive call reports, which include data on call duration, waiting time in queue, number of missed calls, and other indicators. This will help you analyze the call center’s operation and improve service quality.

Telephony management in Oki-Toki allows companies to create an efficient call handling system, reduce customer waiting time, and improve customer service levels regardless of your business process.

Submit your request and receive a detailed consultation from a specialist.

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