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.