- Callback mode. Initially, a call is made to the agent, a message is played back and then make a call to the client. This mode is used when working with VIP clients and handling hot customers.
- Progressive mode. The slowest of modes. It works only for agents in the Ready status, occupying one line for a free agent. This mode does not create ‘dropped’ calls. Mainly used in dealing with warm customers.
- Power dial. A method of reducing wait time for connection, in which the dialer occupies a given number of lines with calls for each agent in the Ready and PCP status. This mode is chosen by microcredit services and owners of ‘bad or generated’ bases.
- Predictive mode or predictive calling. The mode of dynamic adjustment of the number of lines for constant agent load while keeping the proportion of ‘dropped’ calls at a pre-set level. Effective from 15 agents on one autodial. Agent performance increases by 2-3 times.
- Limitless mode. The mode of using lines without restrictions. Usually used for calls with IVR, notifying clients about a promotion or service.
Dialer Customer Service
A Professional Tool for Handling a Large Customer Base!
Need a program for client outreach?
- Simultaneous dialing across multiple projects by a single team of agents.
- Manual or automatic confirmation of reaching the required contact or decision maker.
- Monitor agent’s presence through CRM filling.
- A library of ready-made call handling scripts.
- Entering data directly into the CRM.
- Identifying the subscriber’s time zone (automatically or manually).
Need a software for dialer debtors?
- Speech synthesis using search engine technologies from Google and Yandex.
- Playback of messages recorded by a narrator or synthesized by a robot.
- Designing robot conversation scripts and tracking responses.
- Retrieving data from an external system (1C or CRM).
- Statistics on the pressing of certain keys, the percentage of the message listened to, etc.
- Determining the subscriber’s time zone (automatic or manual identification by the number prefix).
Opportunities of Our Customer Call Program
Flexible Dialer Settings
Setting Dial Priorities
Managing Call Statuses
Managing Auto Dialing through API
CRM and Analytics
Cost Savings in Communication
- Per Day
- Subscription Fee € 0,75
Storage of conversation records for up to 1440 hours, agent activity tracking and project management, 25 call reports, PBX functionality, agent quality evaluation form, email reports, speech analytics, guest accounts, report mixing, conversation scripts, KPI and disciplinary control – 10 reports a day.
- 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
Utilize additional tools as needed
All the functionality a call center could need, right in your browser!
- Multi-channel complaint processing,
- Advanced CRM and analytics,
- Telephony management,
- Agent management and control.
And much more!
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.
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
Questions and Answers
How to upload your database into the auto-dialer?
How to Regulate the Speed of Dialing Numbers?
Is there a predictive dialing?
Is there a possibility for a callback at a designated time?
How does the time zone determination work in dialer?
What are dialer modes? What is the difference between them?
Is there a possibility to hide the number from the call center agent?
Is it possible to create different scripts for different tasks for an agent within the service?
Which SIP communication providers can be connected to the Oki-Toki service?
What Tools are Available for Supervisors in Oki-Toki?
Do we assist with configurations?
How does the tech support function, and is it possible to make a call when needed?
Automated Robot Customer Calling
Business process automation is becoming increasingly crucial for a successful business function. With the advent of new technologies, companies can drastically optimise their business processes by implementing automated calling via the internet, enhancing work efficiency, and reducing staff and resource costs. One such process is the online autodialer.
Cloud software capabilities of Oki-Toki: online autodial service using telephony, autodial service from different numbers allowing you to choose one call option, use of a robot or transfer to an agent. Let’s examine its core advantages and setup possibilities for optimal business use. We’ll also discuss the benefits of cloud software for automatic customer dialling in general, and conclude the article with overall takeaways and thoughts on the importance of business process automation and the opportunities offered by modern technology.
Work modes of autodialing
Oki-Toki provides several autodial modes, including Callback, Progressive, and Power dial modes.
Callback – designed for “callbacks”. In this mode, the system first dials a free agent, alerts him of a planned call to the client, and then initiates the call. The number of lines used in this mode is limited to preserve lines for inbound and outbound calls. This saves money and helps avoid errors associated with communication agent overload.
Progressive – the simplest and slowest of the automatic modes, ideally suited for small groups of agents (up to 5 people). The system dials one line per free agent and is recommended for “hot” databases, where customers usually pick up the phone. This mode does not have unique options.
Limitless mode – when using this mode, the robot attempts to dial the specified number of lines and then stops until the lines are freed.
Predictive mode – a dynamic number of lines mode, which is recommended for use by groups of at least 10-15 agents. A unique option in this mode – “Dropped Call Percentage, %” allows you to set the maximum number of dropped calls during intense dialing so that the auto dial does not exceed the set limit.
Power dial – Designed for more intensive dialing. It provides the opportunity to specify the number of lines per agent and lines will be dialed immediately after the completion of the agent’s previous call. If errors like “Drop. No free agent” appear, you can reduce the number of lines per agent. This mode can also be used for groups of up to 5 people.
Progressive mode – a mode that is better to use for a “warm” database, where customers usually pick up the phone almost always. It is recommended for small groups of agents up to 5 people, as it dials one line for each free agent.
To enhance the quality of call handling and minimize the risk of errors, a competent approach to setting up dialer is necessary. Furthermore, proper setup of the dialer mode can increase productivity and reduce the time spent on calling clients, which can reduce staffing costs and improve customer service quality.
Auto Dialing Options
Let’s consider two modes of auto-dialling customers – dialling using a robot and dialling with call transfer to an agent – and look at their advantages and configuration possibilities. We will also discuss the benefits of a cloud-based program for auto-dialling customers in general and conclude the article with overall conclusions and thoughts on the significance of business process automation and the opportunities offered by modern technology.
The standard process of dialling customers, typically, the auto-dial system involves manual dialling by contact center specialists or sales managers. This process is associated with many limitations, such as:
- A large number of missed calls: In the process of manual dialing, specialists can encounter a problem where the client does not answer the phone or is unavailable during the call. This can lead to a large number of missed calls, which is inefficient and costly for the company.
- Costliness of the process: Manual client dialing requires a lot of time and resources from the company, which may be expensive.
- Job routine: The process of calling clients can become routine work for specialists, which can negatively affect their motivation and work efficiency.
These problems can lead to the phone call process becoming inefficient and costly for the company. However, using modern technologies and cloud-based programs, such as Oki-Toki, allows for the automation of the client call process and avoid these problems. Automatic dialing with a robot or call transfer to an agent significantly simplifies the call process, reduces staff and resources costs, and increases the efficiency of the company’s work.
Robot Auto Dialling
The cloud-based Oki-Toki program allows configuring an outgoing call system in a manner that it plays back a voice recording of a narrator or synthetic speech. A robot can notify the customer about diverse information, inquire about the quality of service, or verify the relevance of the existing number database. The program for robotic customer calls can exchange data with CRM, save new information in the database, and schedule the time for the next call.
The advantages of using an automated call include:
- Reducing the time required for dialing, allowing to save time and increase the number of calls over the same period of time;
- Enhanced automatic dialing of clients from a database of cold contacts;
- Reducing staff costs as professionals won’t waste time on routine tasks;
- Increase work efficiency as the robot can operate 24/7, not just during the professionals’ working hours.
- Creating a contact list to be dialed;
- Choosing a dialing mode which can be automatic or semi-automatic;
- Creating call scripts using an answering machine system, which can be configured to greet clients and offer menu item selection;
- Creating a voice recording to be played during the call;
Dialing with transfer to agent
In instances where the robot cannot solve the task or the client wishes to discuss a more complex issue, the dialer system transfers the call to an agent. This implies that the professional takes the call and communicates directly with the client.
In such scenarios, the specialist can provide more detailed information or give a more accurate response to the client’s questions, which could enhance the level of service and improve the overall customer’s impression of the company. Furthermore, transferring the call to the agent allows maintaining a personal approach to the client, which may be particularly crucial when dealing with key clients.
Advantages of this approach include:
- The ability for the client to communicate with an agent in cases of more complex issues that a robot cannot solve. This satisfies the customer’s needs and ensures high-quality service;
- Maintaining a personal approach to the client. The client can communicate with a specific agent, who is already acquainted with their problem and can provide the most suitable solution.
Advantages of dialer with transfer to an agent
The process of transferring a call to an agent can vary, depending on the software settings and the company’s requirements. In some instances, an automatic transfer to an agent might occur, for instance, if an automated service cannot solve a task, or if a customer opts for the “speak to an agent” feature in the voice menu. In other instances, a transfer to an agent may occur manually, when the automated service hands over the call to an agent using a specific feature on the control panel.
In essence, a call transfer to an agent is a pivotal component in the client autodialling process. It allows for improved customer service while keeping a personal touch. The Oki-Toki cloud-based software provides the necessary tools to tailor your outbound calling system and craft call scripts, enabling the optimization of the automatic customer dialling process for more effective client interaction.
However, it’s important to note that transferring a call to an agent may lead to an increase in call handling time and elevate the workload for agents. Consequently, it’s vital for companies to efficiently organize a customer call process and identify the crucial circumstances under which a call will be automatically transferred to an agent. This will enable a firm to use its resources effectively, improving the caliber of customer service.
The Benefits of Autodialing for the Call Center
Dialer clients is an effective and fast way to automate the calling process, reduce staffing costs and increase the number of calls. The cloud-based Oki-Toki program allows you to customize the outgoing call system and create call scripts, which helps optimize the process of automatic dialing of clients and ensures more efficient interaction with clients through online dialer. In our time, as the market competition is growing, automation of business processes and the use of modern technologies is becoming an important factor in the success of companies. Automatic dialing clients with a robot and transferring the call to an agent is one of the examples of such technologies that can significantly simplify the work of companies and increase their efficiency.