Reports for every taste in Oki-Toki
Oki-Toki service is a comprehensive solution for organizing the work of call centers. It allows maximally efficient management of the process of handling incoming and outgoing calls, as well as controlling the work of agents and analyzing their performance. One of the main advantages of the service is the availability of numerous reports and metrics that provide complete information about the work of the call center and its employees. Using call center quality control tools, you can generate the report you need. For example, an occupancy report, which shows how much time each agent spends in the state of "busy", "away", or "out of queue". This ensures that employees are not idle and use their working time as efficiently as possible. Also, the service provides discipline reports, which reflect how well agents adhere to the work rules in the call center. This is important to ensure high-quality customer service and maintain the company's reputation. Call reports allow obtaining comprehensive information about each call, including its duration, queue waiting time, subscriber number, etc. This helps identify problematic areas in the call center's work and improve service quality. Moreover, Oki-Toki provides expense reports, which reflect the costs of telephony, agent services, and other expenses associated with the operation of the call center. This allows control of costs and optimizing them. An important function of the service is the operation of the dialer, which allows automatically dialing customers and conducting surveys, gathering information about new products and services, and conducting marketing research. Reports on the dialer's work enable analyzing the effectiveness of this function and determining how much it helps the company achieve its goals.International Call Center Indicators
The Oki-Toki service provides opportunities not only for domestic but also for organizing international call centers. In this case, special international indicators are used to assess the work of the call center on an international level. Let's look at some of these international indicators:- First Call Resolution (FCR). This indicator shows the percentage of calls that were resolved by the agent the first time around. The higher the FCR, the better the call center's performance, as it indicates that agents are effectively solving customer problems.
- Average Handle Time (AHT). This indicator shows the average time an agent spends handling a call. The shorter this time, the more efficient the call center operates.
- Service Level Agreement (SLA). This indicator shows the percentage of calls that should be accepted by an agent within a certain time (for example, within 30 seconds). The higher this percentage, the better the call center operates, as it indicates that customers are quickly getting answers to their question or resolving their issue.
- Customer Satisfaction (CSAT). This indicator shows the level of customer satisfaction with the call center's work. It can be measured in various ways, for example, through surveys conducted after each call or through online surveys. The higher this indicator, the better the call center operates.
- Net Promoter Score (NPS). This indicator shows how likely it is that customers will recommend the company to their friends or colleagues. It is measured through surveys asked of customers after each call. The higher this indicator, the better the call center operates and the greater the likelihood that customers will recommend the company to other people.
- Abandoned Call Rate (ACR) - this indicator reflects the percentage of calls that were terminated by the customer before the agent answered them. This indicator is one of the key metrics for evaluating the effectiveness of the call center, as it allows assessing customer satisfaction levels and the efficiency of agent work.
- Average Speed of Answer (ASA). This indicator shows the average time customers spend in the queue, waiting for an agent's response. The shorter this time, the better the call center operates.
- Occupancy Rate. This indicator shows how busy agents are during the workday. It is measured as the ratio of time that agents spend in a "working" state to the total working day time. The higher the agents' occupancy, the more efficiently the call center operates.
- Average Abandonment Rate (AAR). This indicator shows the average number of calls that are interrupted by customers during the workday. The fewer this number, the better the call center operates.
- Contact Quality. This indicator shows how well agents communicate with customers. It is measured using an analysis of call audio recordings and can include parameters such as clarity of speech, level of empathy, the number of questions asked by the agent, etc. The higher the contact quality level, the more likely customers are to be satisfied with the service.
- Customer Effort Score (CES). This indicator shows how easily customers were able to solve their problem or get an answer to their question. It is measured through surveys conducted after each call and can be used to assess the effectiveness of the call center's work.
- Service Availability. This indicator shows how available the service is to customers. It is measured as the ratio of time during which the service was available to customers to the total time of the call center's operation. The higher the service availability level, the more efficiently the call center operates.
Юлія Райська
Богдан Кошевий
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