Solution for Call Centers in Government Institutions

Government institutions receive inquiries from hundreds of citizens daily. A properly organized hotline and call center information service for government institutions will help quickly process citizens’ calls. Oki-Toki provides functionality for call center work optimization, effective interaction with citizens, and prompt resolution of their issues.

What a call center offers for government institutions

A call center is an essential tool for government institutions that helps enhance the service quality and optimize work processes:

• Improvement of citizen service: The call center ensures quick and effective responses to citizen inquiries, improving service quality. Citizens will be able to reach the institution quickly thanks to the high throughput capacity of the inbound line.
• Increased accessibility: In the call center, it’s possible to provide round-the-clock reception of citizen inquiries by creating schedules with different shifts for employees or an auto-attendant.
• Automation of processes: The call center can automate routine tasks and optimize work processes using a dialer, IVR, mass mailings, etc.
• Increased citizen trust: Improved service and prompt interaction create a positive impression of government institutions among citizens. Call recording can help prevent disputed or conflict situations: no inquiry will be lost and remain unaddressed.
• Time and resource savings: The call center helps reduce the workload on government institution staff by entrusting simple tasks of receiving incoming and making outgoing calls to agents.

Oki-Toki offers software for government institutions providing a unique opportunity to organize professional call reception, meticulously recording each inquiry and entering them into a convenient database. Moreover, additional functions of the cloud service open up prospects for conducting telephone surveys of city residents with ease and efficiency.

Oki-Toki functionality for the call center of a government institution

Client dialer: Automatic dialing of clients ensures fast dialing from the database. You can set the number and intervals of attempts, as well as consider the clients’ time zone. Integration with the government institution’s own accounting system will quickly open a client’s card or their inquiry. Dialer in callback mode will help process missed calls in automatic mode.

Voice notifications and SMS: In Oki-Toki, you can create a robot for voice mailings. With voice notifications using voice over recording or digital voice synthesis, you can mass-dial users to provide information. You can also set up automatic sending of SMS messages or emails.

Incoming call reception: Oki-Toki provides a convenient mechanism for receiving incoming calls from clients. Call center agents can easily accept calls and promptly process citizens’ requests. The system automatically distributes calls between agents and ensures quick access to client information thanks to integration with government institution accounting systems. This will allow providing quality service and prompt resolution of citizens’ issues.

Specifics of applying Oki-Toki in government institutions:

• Multi-functionality: Oki-Toki provides government institutions with tools for effective call management and handling citizen inquiries. The service combines features of automatic answering, forwarding, and processing various types of calls.
• Optimization of working time: The Oki-Toki system optimizes request processing processes, reducing waiting time and enhancing call center agents’ efficiency in government institutions.
• Automation of routine tasks: Oki-Toki is capable of processing and classifying citizen inquiries, automatically providing information or directing calls to the relevant specialists. This reduces the load on agents, allowing them to focus on more complex issues.
• Service personalization: Oki-Toki allows government institutions to customize automatic greetings and voice messages, creating a more friendly and personalized impression on clients.
• Integration with existing systems: Oki-Toki easily integrates with existing systems and programs in government institutions. This creates a unified information flow and enhances the efficiency of the entire system.
• Data analysis and statistics: The Oki-Toki system provides government institutions with useful statistics and analytics on calls and citizen requests. This allows optimizing work processes and enhancing service quality.
• Flexible settings and updates: Oki-Toki offers government institutions the possibility of flexible functionality settings and updates according to changing needs and requirements.

Oki-Toki has flexible tools for integration with systems and programs already used in government institutions. Thanks to this integration, information from various sources is collected in a single system, simplifying and accelerating the processes of handling calls and requests. This allows agents to quickly access the necessary information, improves the quality of service, and increases the efficiency of the call center in government institutions.

Advantages of Oki-Toki in the context of government services:

Oki-Toki provides government institutions with a set of significant advantages that contribute to more efficient call center operations and citizen service:

• Efficient handling of requests: Oki-Toki allows government institutions to efficiently handle citizen inquiries, reducing waiting times and providing a quick response to inquiries.
• Service personalization: Thanks to Oki-Toki, government services can customize personalized greetings and voice messages, creating a friendly and trustful atmosphere for citizens.
• Data analysis: Oki-Toki provides detailed statistics and analytics on calls and inquiries, helping government institutions optimize work processes and analyze service quality.
• Integration with existing systems: Oki-Toki easily integrates with existing systems, providing a unified information flow and reducing the complexity of implementing new solutions.
• Increasing citizen trust: Improved service quality and prompt response to inquiries create a positive impression of government services among citizens.

If you wish to order a call center for organizations, a ready-made solution from Oki-Toki will be the most economical option. Pay only for the functionality you use and receive bonus u.e. to pay for any tools.