How to set up the operator’s work — Oki-Toki

To easily and smoothly set up an agent in Oki-Toki, we have prepared a step-by-step guide to creating a new user, as well as instructions for setting up roles and access within the company.

How to Create an Agent

For mass user creation, in the “Invitations” section, list the email addresses to which the invitations will be sent, then select the Role and Project for the agents (if utilized).

For more detailed operator settings in Oki-Toki:

• Go to the section “Users“, click on the “Add” button and then “Create”;

• Enter the user’s Name and E-mail, and also indicate his Role and Projects to configure access to company tools.

• В In the “Communication” section, you can specify how the operator will receive and make calls: operator station, softphone (SIP&FMC), operator’s work phone number (INT) or operator’s personal phone number (EXT).

• After selecting the means of communication, click the “Save” button, an account will be created and an email will be sent with a link to create a password to log into the system.

After creating a new operator, the settings for auto-response, auto-opening of the questionnaire and work shift schedule in the Operator’s place section are activated.

The remaining parameters can be left at default: they do not directly affect the user’s performance, but are more about access to personalization and selection of the most suitable communication server.

How to assign an operator to a queue and auto call

The operator needs a queue to receive incoming calls and make outgoing calls, and an auto call is needed to receive automated calls. Queues and auto calls are selected in the user settings.

When assigning an operator to a queue and auto-dialing, you must set his priority higher than “0” . Priorities affect several factors:

In Queue: If an operator is assigned with 0 priority, he will be able to make manual outgoing calls, but will not receive incoming calls. Incoming calls are distributed among operators depending on the priority set. An operator with a high priority will be busier than an operator with a low priority (this is useful during trainee training).

On Auto Call: If an operator is assigned priority 0, he will not accept automated calls. An operator with a higher priority than his colleagues receives calls from autodialing more often.

How to create groups of operators

In large companies, operators are often grouped for ease of filtering reports, visual identification and user management. This allows you to create a convenient structure where operators can be logically combined, which greatly simplifies data analysis and work coordination.

Groups are created in the “Users“, in the “Groups” subsection. Give the new group of operators a name, select a marker color, and save.

To add an operator to a group, go to the user settings, select the previously created group and save.

Groups are convenient to use for visual distinction in an operator station or user list, and it also simplifies the procedure for adding operators to a queue and auto-dialing.

More about User groups can be read in a separate article on blog.

What role to give to the operator

Within our interface, it is possible for users to grant access rights to tools. This is implemented using roles. By default, ready-made roles “Operator”, “Supervisor” and “Administrator” have already been created, but you can create your own with a suitable set of rights.

To create a role, go to the “Roles and projects”, click “Create” and select access rights.

The assigned role will be indicated in the user settings.

Using Roles, you can configure access to each section depending on the user’s role in the company. And with the help of Projects you can organize the work of departments of your company.

This completes the basic training. The operator just needs to log in to the operator station to start working. When you first log in, you need to allow access to the headset and pop-up windows, after which you can receive and make calls. Read more about setting up the operator’s seat there is a short video on YouTube.

How to improve the quality of work of call center operators?

To make the work of call center operators even better, you can use the following approaches:

• Training and preparation:Equip your agents with the knowledge and skills they need to provide superior customer service. Regular trainings and educational programs will help them develop and keep abreast of the latest changes.
• Monitoring and evaluation: Monitor the work of operators, record and analyze their conversations with clients. This will help identify operators’ strengths and weaknesses, as well as areas where they can improve. Give them feedback and guidance so they can grow and develop. Tools from Oki-Toki will help with this: Transcript of conversations, speech analytics and evaluation of operator dialogues.
• Use technologies: Implement modern customer relationship management (CRM) systems and other technologies that will improve the efficiency of operators. Automation of routine tasks will allow them to devote more time to important customer issues.
• Support customers: Operators must be friendly, empathic and able to listen to customers. They should strive to solve customer problems and provide a high level of service. Teach them how to effectively communicate with dissatisfied customers, handling objectionsand the ability to resolve conflicts.
• Continuous improvement: A call center should continually strive to improve its processes and practices. Analyze statistical data, identify the most frequently occurring problems and look for ways to prevent them. Introduce new technologies and methods to be one step ahead, Call center softwarefrom Oki-Toki.

Applying all of these approaches will improve the quality of work of call center agents, improve their interaction with customers and provide a more efficient and pleasant service.

About how to calculate cost of call center toolsand how to open a call center from scratch read on the Oki-Toki website.

How to organize the work of a call center?

Do you want your call center to work at the highest level? Follow these simple but effective steps:

• Define your goals: Decide what you want to achieve with the help of a call center. Maybe it’s customer support or increasing sales. Know where you’re going.
• Create a maintenance strategy:</b > Determine how you will communicate with clients. Decide what communication channels you offer (phone, email, chat) and set quality standards and response times.
• Provide the necessary infrastructure: Make sure you have the software and technical support to run your call center effectively. For example, customer auto-call system , IVR voice menu, virtual operator etc.
• Hire and train staff: Hire qualified employees and train them in customer service skills, communication and the use of necessary tools.
• Establish a monitoring and evaluation system: Develop a quality control system to monitor the performance of operators, evaluate their performance and analyze customer feedback . Use this information to improve processes.

• Continue to improve: Regularly analyze the performance of the call center and look for opportunities for improvement. Listen to feedback from customers and operators to find and fix problems.
• Maintain team spirit: Create a work environment where employees feel valued and motivated. Provide opportunities for their growth and development, conduct training and organize events to strengthen team spirit.

Follow these steps will help you organize your call center and ensure high quality customer service.

We have collected 12 tips how to improve the work of a call center in our blog article.

What should an operator in a call center not say?

An operator in a call center should be attentive to his statements and avoid the following unwanted phrases :

“I don’t know” – instead, the operator should strive to find an answer or offer an alternative solution.

“It’s not my responsibility” – instead, the operator should be ready to help the client or refer him to the appropriate specialist.

“You do not understand correctly” – the operator must be patient and strive to explain the information more clearly and understandably.

“We can’t do this” – the operator must look for opportunities and offer alternative solutions, instead of simply refusing the client.

“I’m busy ” – the operator must always be ready to serve customers and not demonstrate reluctance to help.

“This is not our mistake” – the operator must be responsible and ready to help the client solve the problem, regardless of the source of the error.

Avoiding these unwanted statements, a call center agent can create a more positive and professional impression on customers, providing better service and meeting their needs. You can learn more about operator conversation scriptsin a separate article on our blog.

If you have any difficulties setting up the operator’s work in Oki-Toki, write to us and technical support will be happy to help you!