Conversation assessment and voice analytics are included in the subscription fee of 15 Euro. The cost of transcripts depends on the amount of minutes used per day. More details can be found in the pricing section.
Speech Analytics of Calls
Three Oki-Toki Tools That Will Enhance Call Quality Control in Your Contact Center!
Where will these tools be useful?
Cold Sales
Assess the effectiveness of your telemarketing agents using these data tools.
Handling Incoming Calls
Monitor the quality of service in your call center by analyzing the calls on the inbound line. Leverage your agents’ skills to handle every customer interaction professionally, using effective scripts that guarantee top-notch service. With the aid of Oki-Toki, maintain smooth communication and foster a positive work environment that directly influences your agents’ performance. Remember, the quality of your service is directly correlated to your success. So, keep a close eye and continually improve to stay at the forefront of the customer service game.
Surveys and Marketing Research
Be confident in the accuracy of your surveying, checking the communication between your agents and respondents.
Evaluating Agent's Conversations
This is an instrument for analyzing conversations by the Quality Control Department (QCD). It standardizes evaluation requirements and will help organize the evaluation process from the selection of calls for checking to reporting.
- Automatic addition of violations to the disciplinary report.
- Automatic selection of audio recordings for checking.
- Voice distortion to eliminate subjectivity.
- Statistics on agent evaluations and the work of the Quality Control Department.
Transcripts
Transcription is the conversion of a recorded conversation into text. It’s an essential tool for speech analytics and time-saving for supervisors and QAC. It allows for quickly reading the conversation without spending time listening.
- Karaoke mode (matching the text of the audio recording and highlighting text during playback).
- Export to file and Google Drive.
- Best market price for this tool.
Speech Analytics
Speech Analytics automatically adds tags to transcriptions that should be noted by the supervisor or the quality control department, thus simplifying the analysis of conversations for each individual operator.
Metrics monitored by speech analytics include:
- operator interruptions of the client;
- pauses in the dialogue from the operator’s side;
- use of profane words;
- matching the questionnaire to the conversation transcript.
How to Enable Conversation Evaluation?"
Activate the 'Transcripts' tool in the settings.
Create an Assessment Sheet (evaluation questionnaire).
Develop a monitoring plan for automatic call selection from the pool.
What Does the 'Conversation Assessment, Transcriptions and Speech Analytics' Tool Look Like in Oki-Toki
CAN'T FIND THE INFORMATION YOU NEED?
Submit your request and get even more information about our service!
Frequently Asked Questions about the 'Conversation Scripts' Tool
What is the cost of the tool?
Is it possible to obtain the text of the conversation record, conversation evaluations, and reports via API? Highlight the potential of integrating solutions with your existing systems! Remember that our agents rely on scripts to maintain high-quality service. Don't forget about the role of 'Oki-Toki' in streamlining communication within the contact center. It's all about maximizing the efficiency of your operations and delivering optimal customer experience. Leverage the power of technology, track agent performance, and scale your outreach with precision and confidence!
Yes, all data can be exported via API to wherever you need.
Can it be integrated into your PBX?
No, but you can switch to our PBX, we have a vast functionality that expands every day 🙂
What does integration encompass?
The list of available services is on the Integrations page, but if the service you need is missing – no worries – ask us in the chat – maybe we forgot to update the information on the site 🙂
Utilize additional tools as needed
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.
A tool for systematizing, controlling, and automating client communication processes.
- Automatic messages to respondents via email or SMS,
- Automatic notifications for responsible parties or clients, for instance, about a sale or an inquiry,
- Integration with other CRM for data collection or dispatch during dialogue,
- Creation of custom conversation scripts templates,
- Quotas for surveys,
- Linking answers to contact fields in the card,
- Training of agents without impacting the statistics of active projects,
- Individual KPIs for agents and much more.
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
EVALUATION OF CONVERSATIONS, TRANSCRIPTS AND SPEECH ANALYTICS
Assessment of interactions, transcripts and speech analytics are important tools in the Oki-Toki service that aid in evaluating customer service quality and enhancing a company’s business processes.
Quality control department: A tool for conversation analysis and quality improvement in Oki-Toki.
The conversation analysis tool provided by the quality control department (QCD) is one of the crucial instruments offered by the Oki-Toki service. It enables automatic analysis of audio recordings of interactions with clients, identification of their quality, and detection of potential issues in the performance of sales and support department staff.
Utilization of the QCD tool fosters improvement in customer service quality, reduction in the number of complaints, and enhances the operations of the quality control department. It enables swift and effective detection of issues in the employee performance, and on top of it, aids in refining their training and preparation.
The main functions of the QCD tool include:
- Automated analysis of audio recordings of customer interactions aiming at identifying errors, problematic areas, and violations of service rules.
- Quality assessment of customer service based on predefined criteria, including factors like politeness, problem-solving efficiency, response speed, and others.
- Creation of reports and statistics on customer service quality and the performance of sales and support staff.
- Capability for conducting training sessions for agents based on the identified issues in their performance.
- Real-time automatic notification of agents about erroneous actions, enabling quick error correction and enhancement of sales and support department performance.
Overall, Oki-Toki is an indispensable tool for managing customer service quality and optimizing the performance of the sales and support department, both in outbound and inbound calls.
Scripts: A tool for saving and analyzing text versions of conversations in the contact center./h3>
Transcriptions allow you to keep text versions of conversations, which can then be used for the analysis of inbound and outbound calls. This tool aids contact center managers in monitoring and analyzing client conversations as well as improving their communication skills.
The core functions of the Transcription tool include:
- Karaoke mode with matching text to audio and text highlighting during playback.
- Transcriptions export to file.
- Transcriptions export to Google Drive.
- Best speech analytics value in the market.
Furthermore, transcriptions can be used as evidence in any disputes with clients or for training new agents.
Speech Analytics: Automated conversation analysis using labels in transcriptions.
Speech analytics or speech analytics – is a tool that allows for analysing and extracting critical information from audio recordings of conversations between customers and managers. This tool is utilised for automatic speech recognition and retrieving key words or phrases, which can be used to evaluate the agent’s performance in a contact centre and enhancing the company’s business processes, including sales and managers and employees’ jobs. The speech analytics service aids to improve work quality and client service.
Speech Analytics Indicators in Oki-Toki
This depends on particular implementation and capabilities of the voice analytics tool. Generally, Oki-Toki call speech analytics, can track a range of indicators such as:
- Usage and frequency of words
- Caller’s mood analysis
- Average call duration
- Share of successfully resolved first-time calls
- Customer satisfaction ratings
- Agent’s adherence to scripts
- Classification and categorization of calls
- Compliance with regulatory requirements and company policy
These are just a few examples, and the specific indicators tracked can vary depending on the needs of the organization and the capabilities of the speech analytics tool used.
Review from the service Startpack
Pros: Extensive functionality, a vast array of reports. The company itself is geared towards the development of new products to enhance the quality of service. A seamless integration of statistical data, disciplinary reports, and other reports.
An intuitive platform for companies with a large customer base. Here, each client is assigned a personal agent, which is essential in the initial stages of working with the program. A complete automation of calls, recording, and archiving of all phone conversations is available. API integration is offered. Additionally, the cost of these services on the market is low.
Cons: There is a lack of certain widgets when transitioning to a new agent’s workplace. Though, this can be viewed as an advantage as it does not distract the agent during the call.
Iulia Raiscaia
Review from the service Voipoffice
We’ve been working with Oki-Toki for over 3 years. It’s a superb service for implementing projects at a highly favorable price. Pay when you have staff, don’t pay when you don’t. We have implemented a large number of projects on the Oki-Toki platform. There are very handy widgets for tracking metrics and flexible settings. If you want to quickly launch a project that will run stably, I strongly recommend Oki-Toki. In three years we have never had a situation where Oki-Toki didn’t work for more than 4-5 minutes and that happens very rarely.
Bogdan Koshevyy
Review from the service Otzovik
We’ve been working with Oki-Toki since 2018, discovered them when we were launching our online store. The service is incredibly flexible. Initially, we had a couple of agents, and we bought just 2 agent seats. Now the number of agents has increased – of course, we spend more too, but there are no “extra” or imposed charges. If you have 10 agents, you only pay for 10 agent seats. If you don’t need, for example, a voice robot – you don’t pay for it. If you need it – you connect it. However, a personal manager is available only at the connection and trial period stage. Overall, we are satisfied.
Love
Review from the service Indexcall
There are pros and cons in the system’s operation. Overall, the impression is positive. Among the conveniences: a clear interface and browser-based operation, dialer capabilities. IVR is very well arranged. Creating voice greetings and scripts is pretty cool. On the downside: the agent’s work interface is raw, there are some other improvements needed. A bit frustrating that many linked functions are found in separate sections. It would be good to have more hints. Overall, I’m more satisfied with the operation than not.
Guest