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?

Холодные продажи
cold sales

Measure the performance of your telemarketers with these tools.

Показатели входящих звонков
Handling incoming calls

Monitor the quality of service in your call center by analyzing incoming calls.

Сценарии разговоров
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

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

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?

Включить в настройках инструмент “Стенограммы”.
Enable the "Transcript" tool in the settings.
Создать Оценочный лист (анкету оценки).
Create an Evaluation Sheet (Evaluation Questionnaire).
Создать план проверки для автоматической выборки из пула звонков.
Create a test plan for automatic sampling from the pool of calls.

Frequently asked questions about the Conversation Scripts tool

What is the cost of the tool?

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.

Is it possible to get the text of the conversation record, the evaluation of conversations and reports via the API?

Yes, all data can be uploaded via API wherever you need.

Can you integrate it into your PBX?

No, but you can switch to our PBX, we have a huge functionality that is expanding every day 🙂

What is the integration with?

The list of available services is on the Integrations page, but if the required service is not available – it doesn’t matter – ask us a question in the chat – perhaps they forgot to update the information on the site 🙂

Use additional tools as needed

Омниканальность

Омниканальная платформа объединяет звонки, веб-чаты, электронную почту, социальные сети, мессенджеры и мобильные приложения. В такой объединенной среде очень удобно работать людям, а объединенные данные создают условия для работы ботов — надёжных и функциональных помощников.

Dialer
  • 5 dialer modes: Preview/Callback, Predictive, Progressive, Ultra, Power,
  • flexible settings for the number and interval of attempts,
  • the possibility of using in conjunction with an autoinformer,
  • adjustment of calls according to the time zone of customers,
  • integration with external CRM,
  • automatic processing of lost calls.
Conversation scripts

A tool for systematizing, controlling and automating the process of communication with customers.

  • automatic messages to respondents by mail or SMS,
  • automatic notifications of responsible or customers, for example, about a sale or an application,
  • integration with other CRMs to collect or send data during the dialogue,
  • creating your own conversation script templates,
  • survey quotas,
  • linking answers to contact fields in the card,
  • training of employees without affecting the statistics of work projects,
  • individual KPIs for operators and much more.
Speech analytics

Call scoring, transcripts and speech analytics are three Oki-Toki tools that will allow you to control the quality of calls in your call center!

  • automatic selection of an audio recording for verification,
  • voice distortion to eliminate subjectivity,
  • statistics of operators’ assessments and the work of the quality control department,
  • karaoke mode (matching the text of the audio recording and highlighting the text while listening),
  • tracking interruptions, pauses, the use of obscene (obscene) words in a conversation with a client,
  • tracking the compliance of the questionnaire with the transcript of the conversation.

Reviews about Oki-Toki from other services

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Iulia Raiscaia

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. A 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 as an advantage, since it does not scatter the attention of the operator when calling

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Bogdan Koshevoy

Feedback from the Voipoffice service 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.

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Lubov

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.

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Guest

Feedback from the Indexcall service There are pluses and minuses in the operation of 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.

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

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.

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