How does it work?
- Spearline in-country server dials your toll/toll-free contact number. We use standard phone lines with ISDN signaling to replicate your customers’ experience.
- Spearline server sends a DTMF tone which your IVR is configured to recognise (eg ‘9-8-7-5-7’)
- IVR connects the test call to a pre-loaded audio (WAV) file. The WAV file is played back over the line, recorded on the Spearline server and then analyzed to generate an audio quality score.
What is it?
The audio quality test enables you to replicate a customer’s call and generate objective industry-standard audio quality scores. With minimal setup, this test can provide a wealth of understanding about your customer’s experience, as well as the level of service being delivered by your carrier.
When is it used?
The audio quality test is used to proactively monitor the availability and quality of your global toll and toll-free numbers. It is used to gain real-time alerts on customer-impacting issues and to hold carriers to SLAs. In many cases, it is also used to demonstrate your quality standards to your customers using independent and objective measures.
What is measured?
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If you are a Spearline customer and you are interested in adding Audio Quality tests to your platform, please speak to your dedicated customer engagement manager, email firstname.lastname@example.org or call +353 28 51460.