Call center outsourcing services are becoming an increasingly popular solution for companies that want to provide quality customer service without the expense of an internal call center. Such contact centers give companies the ability to optimize call processing processes without the need for additional internal resources.
Outsourced call center solutions provides companies access to advanced technologies and experienced specialists without the need to invest in costly equipment and personnel training.
The services of an outsourcing call center ensure reliable functioning of customer support, which contributes to increasing customer loyalty. Each project can be hidden from other employees, ensuring the confidentiality of work.
The cloud service oki-toki is specialized software for such centers, possessing multi-channel call processing and convenient project management. Its use saves time on installation and software updates, and also ensures easy access to the system from anywhere with internet.
Thus, customer service outsourcing call center using the cloud service oki-toki becomes the ideal choice for companies that want to focus on their core tasks and ensure a high level of customer service.
Benefits of the oki-toki service for outsourced call centers
At the project launch stage, much attention is paid to choosing a program for the outsource call center services. While the more usual solution is to choose and install a program “out of the box”. In oki-toki, we offer a more modern alternative – a cloud solution.
Main advantages of using the oki-toki service:
- Ability to work from any PC: oki-toki operates on a cloud platform, allowing agents to work from any personal computer connected to the internet. There’s no need to install special software, which simplifies access and enhances the mobility of employees. This is especially convenient for remote work and collaborative working in distributed teams;
- Time and resources saving: Due to the simplicity of setting up and using the cloud service, you save time and resources that are usually spent on servicing traditional systems. All the necessary functional equipment and software are already in the cloud, and you only have to take advantage of modern communications;
- Integration with other tools: oki-toki easily integrates with CRM used by the call center outsource solution. It allows creating a unified information environment and optimizing workflow processes. It’s possible to create integrations with other services via webhooks, and there’s also an option to setup integration through API;
- Simple and quick loading of numbers into the dialer and CRM: The database is loaded from a simple Excel file or through API integration. You can create and use any number of contact fields needed for business tasks;
- Incoming calls: Outsourcing incoming calls allows companies to effectively manage the flow of incoming queries, ensuring quick response and quality customer service. Using IVR you can direct the call to the right specialist, there’s also call forwarding and conference call creation options;
- Ease of scaling: The cloud service oki-toki allows easy system scaling according to your business needs. You can quickly add or remove numbers, configure new agents and expand functionality without the need to acquire additional equipment. Such a flexible approach allows quickly responding to demand changes and ensuring a comfortable work environment for the call center;
- High reliability and security: oki-toki operates on stable servers, ensuring high reliability and availability. Your data and calls are securely protected, and the system is regularly updated to ensure security and compliance with modern standards;
- SIP-telephony: You can connect any communication provider, and also use several SIP operators simultaneously: this helps save funds and ensures continued work in case of a failure at one of the providers. Detailed call routing will solve any tasks on incoming or outgoing lines. Using special reports and widgets, you can always track the quality of communication and the reason for failure;
- Test period: oki-toki offers 14 days of free program use for settings and user training. To access all the capabilities of the cloud call center, simply leave a request on the website;
- System access for clients: Guest access with fine-tuned permissions for clients of the outsourced customer service and a call filter to cleanse test calls from all reports;
- Roles and projects: Flexible management of employee access rights based on their roles and projects. oki-toki allows dividing the work of the call center into different projects, ensuring independent management and control for various tasks. Each project can be hidden from other employees, ensuring confidentiality and operation security;
- Technical support: One of the significant advantages of oki-toki is access to qualified technical support. The team of specialists at oki-toki ensures reliable and prompt system operation, allowing your contact center to focus on quality customer work and achieving marketing goals.
Capabilities of the Virtual Agent Workspace
The contact center outsourcing services can take advantage of all the benefits of the virtual agent workspace, which includes a number of convenient and useful functions:
- Information about calls and occupancy: The agent can check the number of successful and unsuccessful calls, as well as their occupancy during the workday. This allows for prompt control of one’s own work effectiveness;
- Setting agent statuses: The ability to change and set statuses in the workstation allows agents to indicate their readiness for calls, which simplifies work organization and call processing;
- Presence at the workplace: Automated presence control helps management to track when an agent is at their workplace, as well as if they were late for a shift or arrived early;
- “Listening in” and “interception” functions: For supervisors and administrators, tools are available for listening to conversations between agents and clients in real-time and the ability to intercept calls, which allows providing help and training in real-time;
- Widgets: Convenient “Users,” “Chats,” and “Active Calls” widgets are provided at the workplace, facilitating effective interaction and coordination of agent activities;
- KPI: Management will be able to track disciplinary violations of the contact center’s work norms, such as missed calls, long customer hold times, exceeding conversation duration, and many other indicators;
- Call recording: oki-toki records conversations with clients, which is very useful for the company. All agent dialogs are stored in the system, and they can also be downloaded to your computer or to the cloud. The recordings also help in training staff and improving skills in communicating with clients.
These capabilities of the virtual workspace make the agent’s work more productive, simple, and convenient, which contributes to effective communication with clients and ensures high-quality service.
oki-toki – a modern and efficient service for contact center outsourcing services. Its multifunctional capabilities allow easy organization of call reception and processing, project management, service quality control, and important data analysis. The cloud solution provides flexibility and scalability, making oki-toki an optimal outsourced contact centre services.
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
We’ve been working with Oki-Toki for over 5 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 five 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
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
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