Evaluation of conversations and voice analytics is included in the monthly fee of 15 euros. The cost of the transcript depends on the number of minutes used per day. More details in the pricing section.
Conversation Score, Transcripts and Speech Analytics
Three Oki-Toki tools that will allow you to control the quality of calls in your call center!
Where are these tools useful?
Measure the performance of your telemarketers with these tools.
Handling incoming calls
Monitor the quality of service in your call center by analyzing incoming calls.
Surveys and market research
Be sure of the correctness of the survey by checking the communication of operators with respondents.
Evaluation of agent conversations
A tool for analyzing the conversation by the quality control department (QC). Standardizes assessment requirements, helps to organize the assessment process from the selection of calls for verification to reports.
- Automatic addition of violations to the disciplinary report.
- Automatic selection of audio recording for verification.
- Voice distortion to eliminate subjectivity.
- Statistics of assessments of operators and the work of the quality control department.
Transcripts or transcription – translating a recording of a conversation into text. An essential tool for speech analytics and time-saving supervisor and OCC. Helps you quickly read the conversation without wasting time listening.
- Karaoke mode (matching the text of the audio recording and highlighting the text while listening).
- Export to file and Google Drive.
- The best value for this tool on the market.
Speech Analytics automatically adds tags to transcripts that a supervisor or quality control department should pay attention to. Thereby simplifying the analysis of conversations for each individual operator. The metrics that speech analytics tracks are:
- interruption by the operator of the client;
- pauses in the dialogue on the part of the operator;
- the use of obscene (obscene) words;
- compliance of the questionnaire with the transcript of the conversation.
How do I enable conversation scoring?
What the Conversation Scoring, Transcripts and Speech Analytics tool looks like in Oki-Toki
Frequently asked questions about the Conversation Scripts tool
What is the cost of the tool?
Is it possible to get the text of the conversation record, the evaluation of conversations and reports via the API?
Can you integrate it into your PBX?
What is the integration with?
Use additional tools as needed
Auto-operator – Oki-Toki’s voice robot to replace operators in routine tasks. It’s scripted, so it’s predictable, requires no training, and is ready to go right from the start.
- Working with open and closed questions
- Single and multiple choice, multilingual,
- Offer “Let’s call you back”,
- Definition of ambiguities and ambiguous answers,
- Speech synthesis: More than 15 voice options
- Possibility to send SMS, Email, Viber or Whatsapp messages.
- Import dialog from MSWord & Google Docs
- Dialogue metrics
- Free recognition of yes/no answers and numbers
- recording and setting standard voice messages and greetings,
- automatic notifications of clients about the amount of debt, order, account balance,
- integration with external CRM for use when making a call (addressing the client by name, etc.),
- speech synthesis and recognition for voice messages,
- creating scripts for dialogue with customers using tone dialing,
- the ability to connect your telephony,
- posting schedule,
- connection of the call-reset function.
Is it difficult to work with reports? Does your call center need convenient reporting for the manager? Start using Reports!
- Automatic sending of reports at the specified time.
- Ready-made templates for all types of projects and types of work.
- Clear reports without unnecessary data.
- Division by projects.
Necessary tools for the IT department of contact centers – API, webhooks, automation, logging and data backup. Service management Browser only. Fault tolerance. Scaling. Data security and access control Hosted on your servers. Access control. Access and change log. API integrations . Webhooks. Ready Integrations.
Reviews about Oki-Toki from other services
Tools to measure the quality of conversations in your call center
Evaluation of agent conversations
In any medium and large call center, there is an employee or even an entire quality control department. They are engaged in listening to recordings of conversations and evaluating the dialogues. Everyone has their own approach and their own conditions for sampling from the general pool of calls. Someone keeps track of the longest calls, someone by the frequency of calls from one number, and someone just goes from the first to the last. Any organization of the process is subject to abuse, errors and negligence. In order to reduce the number of such cases and at the same time standardize the evaluation, we have created the Questionnaire Evaluation tool. A tool for analyzing the conversation by the quality control department (QC). It standardizes assessment requirements, organizes the process from selecting calls for verification to reporting. Quality control of telephone conversations is carried out by QCD specialists using audio recordings that are prepared for an objective assessment. Automatic voice distortion will change it beyond recognition. That is why the controller does not know who evaluates. To control the work of operators, the system selects records in a random order. This sample is not regulated by the control officer and does not depend on personal preferences. The controller evaluates the work of the operator, regardless of his subjective, emotional preferences.
Transcripts of conversations are an essential tool for speech analytics. It saves supervisor time because we read faster than we listen. And if in the process of reading a question arises about the text – click – and the audio recording starts playing from the right moment. And look: the spoken text in the recording is highlighted? We call it “karaoke”. Transcripts or transcription – translating a recording of a conversation into text. An indispensable tool for QC. Helps you quickly read a conversation, saving time listening to audio recordings. Call transcription requires high accuracy of recognition algorithms. Intelligent speech recognition services read text and translate speech into graphic characters – letters and numbers. The transcript of a telephone conversation is convenient in practical use and opens in ordinary office applications as a text document. You can also open it remotely – through your Google Drive account or other services.
Voice analytics for calls
It is convenient to read transcripts, but it is even more convenient if marks are immediately visible in the text, where, for example, the operator interrupted the client, was silent for a long time, or used an obscene word. These tags appear automatically if you have transcription turned on. This functionality has appeared recently, and we already have a number of tasks to improve it. Speech analytics of calls will save time for verification and reduce the effort to analyze a large volume of agent conversations. The speech analytics service will check the content of the conversation and outline a draft work for the control department, point out problem points. Working tools for evaluating phone calls increase the efficiency of the company’s call center, expand the functionality of the center. A reliable assessment of the quality of the work of operators helps to objectively evaluate the best employees, stimulate sales, activate the entire work of the call center, and improve customer service.