Outsourcing call centers are becoming an increasingly popular solution for companies that want to provide quality customer service without the expense of an internal call center. These contact centers give companies the opportunity to optimize call processing operations without the need for additional internal resources.
An outsourcing call center will provide companies with access to cutting-edge technologies and experienced specialists without the need to invest in costly equipment and staff training.
Outsourcing call center services ensure reliable operation of customer support, contributing to increased customer loyalty. Each project can be hidden from other staff members, ensuring operational confidentiality.
Oki-Toki cloud service is a specialized software for such centers, featuring multichannel call handling and convenient project management. Its use saves time on installation and software updates, and also provides easy access to the system from any location with internet.
Consequently, an outsourcing contact center utilizing the cloud service Oki-Toki becomes an impeccable choice for companies wanting to focus on their core tasks while ensuring a high level of customer service.
Benefits of the Oki-Toki service for an outsourcing call center
A significant amount of attention is paid to the selection of software for the outsourcing contact center at the project launch stage. The more customary decision is to choose and install ‘out-of-the-box’ software. At Oki-Toki, we propose a more modern alternative – a cloud solution.
The major advantages of using the Oki-Toki service are:
The Capabilities of a Virtual Agent’s Workspace
An outsourced call center can harness all the advantages of a virtual agent’s workspace, which encompasses a range of convenient and beneficial features:
- Call and Occupancy Information: An agent can check the number of successful and unsuccessful calls, as well as their occupancy rate throughout the working day. This allows for the effective control of work performance;
- Setting up agent statuses: The ability to change and customize statuses at the agent’s workspace allows agents to signal their readiness for calls, streamlining organization of working hours and call handling;
- Workplace Presence: Automated presence tracking helps management to monitor when an agent is at their workstation, as well as whether they’re late for their shift or have arrived early;
- Features of “listening in” and “interception”: For supervisors and administrators, tools are available for listening to agents’ conversations with clients in real time and for intercepting calls. These features allow for providing assistance and training in real-time;
- Widgets: The workplace includes convenient “Users”, “Chats” and “Active Calls” widgets, which ensure effective interaction and coordination of agent activities;
- KPI: The management will be able to track disciplinary violations of contact center norms, for example missed calls, long customer hold times, exceeding conversation length, and many other indicators;
- Call Recording: Oki-Toki records conversations with customers, which is highly beneficial for the company. All agent dialogues are stored in the system, and they can also be downloaded to your own computer or to the cloud. Recordings also aid in training staff and perfecting customer communication skills.
These virtual workspace capabilities make an agent’s job more productive, straightforward, and convenient, promoting effective communication with clients and ensuring high service quality.
Oki-Toki is a modern and efficient service for outsourcing call centers. Its multifunctional capabilities allow easy organization of call receipt and processing, project management, service quality control, and critical data analysis. The cloud solution provides flexibility and scalability, making Oki-Toki an optimal choice for outsourcing.
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