Call Center for Debt Collection and Microfinance Organizations

The call center plays an important role in the work of microcredit companies and microfinance organizations (MCC and MFO). Choosing the right solution for the call center is a key task that requires a thorough analysis of capabilities and economic efficiency.

One of such solutions is our OKI-TOKI service, which has a wide range of functions and integration possibilities for solving various tasks of MFOs and MCCs, such as issuing loans and debt collection. Moreover, OKI-TOKI helps optimize spending on call center support.

OKI-TOKI for effective customer interaction of microfinance companies

Customer interaction is a key success factor for microfinance organizations. OKI-TOKI assists them in this by offering innovative solutions for improving customer experience. oki-toki ensures effective interaction with clients through various communication channels, such as phone calls, messages, and email. This allows MCC call center agents to respond promptly to client inquiries and provide the necessary information.

The flexibility and scalability of oki-toki is another advantage. The platform easily integrates with existing MCC systems, allowing employees to effectively manage client requests and improve service.

Thus, MCCs can focus on their core activities while oki-toki takes care of client interaction.

As a result, oki-toki becomes a valuable partner for microcredit organizations, helping them effectively interact with clients. With innovative features and platform flexibility, MCCs will improve service quality, reduce costs, and increase client trust.

oki-toki: The ideal solution for the call center of a microfinance company

In the highly competitive microcredit industry, every missed call becomes a missed opportunity. How can a microfinance company cope with the challenge and “catch” the client? A key factor is the ability to handle as many calls as possible simultaneously. However, the flow of loan requests is uneven, with peaks during the day, fluctuations between seasons, holidays, and vacations. To successfully address this issue, flexible working schedules and the ability to quickly connect additional agents are required.

oki-toki can help solve this problem by:

• Increase the call center’s throughput. Register an unlimited number of agents, connect them from any location with internet access, and distribute them by groups and projects. React quickly to increased call volumes, adding additional agents and setting working schedules. Manage the call center’s budget, paying for services by days of use and tracking agents’ working hours.
• Integrate oki-toki with your existing CRM without any problems. Special tools and ready-made plugins facilitate integration and allow you to maintain the usual workflow with maximum benefits of the call center solution.
• Automate debt collection with a dialer. oki-toki offers a solution that significantly simplifies and speeds up the process of reminders and notifications. Thanks to speech synthesis and recognition of voice responses from subscribers, microfinance organizations can work efficiently and economically in the call center, freeing up time for other important tasks.

Gain an advantage in the highly competitive microfinance arena with oki-toki. We will help your company face challenges and efficiently “catch” every client.

How oki-toki Solves the Microcredit Call Center’s Challenges

Imagine a microcredit company where the contact center plays a crucial role in achieving global goals: increasing sales and effective debt collection. But what specific tasks can be solved with software to ensure success? oki-toki is ready to answer this question and offer the following interesting solutions:

• Flexible management of agents: Scale your team of agents in real-time to handle increased call volumes and not lose clients.
• Working time tracking: Accurately track agents’ working hours and maintain discipline with an automated accounting system.
• Control and training of agents: Assess and improve the work of agents, train them, and ensure a high level of customer service.
• Call automation: Free up agents’ time from routine calls by automating and directing them using an intelligent system.
• Contact logging: Record all interactions with clients for analysis and service improvement.
• Flexible connection of phone lines and numbers: Easily and quickly add new lines and numbers for efficient scaling of your activities.
• Integration with existing systems: We are ready to integrate with your CRM systems and tools to simplify and optimize your workflow.
• Expense management: oki-toki offers a flexible payment model that allows you to pay only for what you actually use. As a result, you will achieve greater economic efficiency.

oki-toki – your reliable partner for an efficient microcredit call center. Achieve greater success and become a leader in your industry with our innovative solutions.

Useful oki-toki Tools for MCC/MFO Call Centers

Effective interaction with clients and optimization of call center operations are important success factors in the microcredit industry. oki-toki tools can help increase efficiency, improve service quality, and make your call center more effective:

• Dialer and message playback: You can automatically notify clients using pre-recorded or synthesized messages. This will save a lot of time and effort when communicating with your clients.
  • This tool can be used to send payment reminders or provide important information about new products and services. Such automation will help you keep clients informed without spending extra time and resources.
• Advanced multifactor reporting: that provides call center managers all the necessary information about its operation. You will receive operational data about agents’ work, as well as more comprehensive reports for extended periods.
  • Shows statistics on the number of processed calls, average waiting time, conversation duration, and many other indicators. This will allow you to analyze the effectiveness of the call center and make informed decisions to improve it.
• Working time tracking and flexible schedules: To effectively manage the call center’s workload, you need a tool that allows you to adapt flexibly to changing conditions. This means that you can optimize costs by adjusting the number of agents according to the call center’s workload.
  • During periods of increased activity, it will help you scale your team quickly, and in periods of decreased activity, reduce the number of agents. This approach will help you save resources and ensure a high level of customer service.
• Monitoring disciplinary standards: Supervisors play an important role in the efficient functioning of the call center. Tools for monitoring discipline and compliance with standards by agents will assist them in this.
  • You will receive notifications of rule and standard violations to respond timely and prevent potential problems. This will allow supervisors to more effectively control the work process and ensure compliance with customer service standards.
• Scripts and call recordings: Well-prepared agents are the key to a successful call center. oki-toki provides the ability to create scripts for call handling, as well as recording calls and the possibility for supervisors to listen in.
  • This will aid in training new agents, simplify the learning process, and reduce their workload. Agents can use ready-made dialogue scripts to effectively interact with clients, while supervisors can review and analyze conversations for further team improvement.
• Client cards and integration: Organized and structured data about clients is an important element of a successful call center. oki-toki offers client cards, where you can store the entire communication history and integrate them with other systems and applications.
  • You will access client information from the database and automatic display on the agent’s screen during calls. This will allow you to provide personalized service and increase client trust.
• Custom tools: oki-toki is always open to good ideas and proposals. If you have specific requirements or ideas for creating tools that will improve the effectiveness of your call center, we are ready to implement them. Moreover, if your idea is unique and really enhances the call center’s work, we can offer to implement this idea for free. We aim to be your reliable partners and help you achieve outstanding results.

oki-toki – your reliable partner for microcredit call centers. We will help you improve operations, optimize processes, and achieve success. With us, you can expand your team of agents, set working schedules, and respond promptly to client calls. Integration with your CRM will be simple and convenient, and our dialer will assist in debt collection and free up agents’ time. We are always ready to provide technical support and consultations.

Don’t delay – start implementing a ready solution for your call center today!