Outsourcing
“Articles and notes for outsourcing contact centers on how to calculate the required number of agents, unit economics in a call center, managing access to data in a call center, project management in oki-toki, calculating the cost of calls and work in a project, how to make reports for clients.
The category is related to products:
“Dialer”, “Voice Mailings”, “Voice Robot”, “Smart Reports”, “Cloud Call Center”, “Conversation Assessment”, “Conversation Scripts”
How to check the working hours of agents, view the report of one user’s status history at the workstation, settings and features in Oki-Toki.
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Boost your business competitiveness with an outsourced call center! In this guide, you will find everything you need to create a profitable contact center that will work for you.
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We have expanded the filtering capabilities within the Oki-Toki dialer and prepared a useful note about managing the customer base.
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How to reduce the level of missed calls with Oki-Toki tools and not lose the customer even before talking to the agent.
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How to support an agent after a difficult conversation with a client: tips and tricks on how to cope with emotions after an angry call.
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What to do if there is silence between the agent and the client, effective communication methods and useful tips for the call center.
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Why does a call center need user groups, how to add agents to them, how to configure them wisely, and where to apply.
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How an agent can gain trust and establish contact with a client, useful tips and recommendations for call center employees.
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What is ACW and PCP, how to manage the operator’s break after a call, the duration between calls and PCP status settings in Oki-Toki.
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Incoming call statistics – a feature that allows for the analysis of incoming calls received at the contact center’s numbers.
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