Speech analytics of calls

Call evaluations, transcripts, and speech analytics call center software are important tools in the oki-toki service, which help evaluate the quality of customer service and improve the business processes of the company.

Quality Control Department: A tool for analyzing and improving call quality in oki-toki.

The tool for call analysis by the quality control department (QCD) is one of the most important tools provided by the oki-toki service. It allows the automatic analysis of call recordings with customers, determining their quality and identifying potential issues in the work of sales and support staff. Using the QCD tool helps improve customer service quality, reduce the number of complaints and improve the work of the quality control department. It allows for the quick and effective identification of problem areas in staff work, as well as improve their training and preparation.

The main functions of the QCD tool are:

1. Automatic analysis of call recordings with customers to identify errors, problem areas, and violations of service rules.
2. Evaluation of the quality of customer service based on predefined criteria, including parameters such as politeness, efficiency of problem resolution, speed of response to questions, and others.
3. Creating reports and statistics on the quality of customer service and the work of sales and support staff.
4. Possibility of conducting training and coaching for agents based on identified problem areas in work.
5. Ability to automatically notify agents of erroneous actions in real time, allowing quick correction of errors and improving the work of sales and support departments.

Overall, the QCD tool is an essential tool for managing customer service quality and optimizing the work of sales and support departments, both for outgoing and incoming calls.

Transcripts: A tool for preserving and analyzing text versions of conversations in the contact center.

Transcripts allow for saving the text version of conversations, which can later be used for analyzing incoming and outgoing calls. This tool helps contact center managers control and analyze conversations with clients, as well as improve their communication skills.

The main functions of the Transcript tool are:

1. Karaoke mode with matching text from the audio recording and highlighting text during listening.
2. Exporting transcripts to a file.
3. Exporting transcripts to Google Drive.
4. The best cost of speech contact center speech analytics in the market.

Moreover, transcripts can be used as evidence in disputes with clients or for training new staff.

Speech Analytics: Automated analysis of conversations through tags in transcripts.

Speech real time speech analytics or call center speech analytics software is a tool that allows analyzing and extracting important information from audio recordings of conversations between clients and managers. This tool is used for automatic speech recognition and extraction of key words or phrases, which can be used to evaluate the effectiveness of the contact center staff and improve the company's business processes, including sales and the work of managers and agents. The speech analytics service helps improve work quality and enhance customer service.

speech analytics for call centers indicators in oki-toki

Depends on the specific implementation and capabilities of the voice real-time speech analytics tool. Generally, oki-toki speech analytics of calls can track several indicators, such as:

1. Use and frequency of words
2. Analysis of the caller’s mood
3. Average call duration
4. Share of calls resolved on the first attempt
5. Customer satisfaction ratings
6. Agent's adherence to script
7. Classification and categorization of calls
8. Compliance with regulatory requirements and company policy

These are just a few examples, and specific indicators tracked can change depending on the needs of the organization and capabilities of the voice call center voice analytics tool used.