Over the last 2 years, a global shift in remote working has come into force and working from home has become the new norm. But what affect is our home working environment having on our ability to communicate with customers?
Have you been receiving more complaints from customers about the quality of the calls made to your call center agents? Has this type of complaint increased since your agents have been working remotely? If you utilize webRTC functionality you will need to put systems in place to monitor the WebRTC connection to your agents. This will allow you to elevate your remote agent’s WebRTC quality in order to keep customers happy.
When testing webRTC applications it is important to remember that there are many moving parts; your application, TURN, STUN and Media Servers (if applicable) are only one part of the equation. Another important part is the network and individual components (browser, firewall, broadband etc) of each user taking part in the conversation.
In the office your customer support team utilize the company network. This network is easily monitored. You have built relationships with suppliers and have SLAs in place to fix any issues promptly. Your networks are back to optimum performance in the shortest time possible. From your agent’s standpoint any call quality issues were therefore usually attributed to the customer’s peripherals or network.
The Cause Of The Problem
With agents now working from home it can no longer be assumed that quality issues are on the customer’s side. Agents are now scattered across multiple service providers, routers and home networks. As these networks are often not checked and monitored regularly, problems are not noticed until issues start occurring; and by then it is too late. Once issues start occurring it leads to agents and IT support teams liaising back and forth until they find the issue and figure out how to resolve it. Agents are not available to take customer calls causing frustrations for your customers and possible loss in revenue for your company.
Finding the issue and solving it is critical for your customer experience; Especially when you take into account that 96% of customers say they will leave due to bad service.
Elevate your remote agent’s WebRTC quality with qualityRTC
qualityRTC is an online tool that can test all the critical elements of your agent’s home network, with a focus on the requirements that contribute to good quality webRTC experiences. With a simple click your agents will receive full diagnostics on their home network. This allows for self-service troubleshooting on the agent’s end when they experience poor voice or video quality. The colour coded results mean that, at a glance, your agents can see if there are any potential issues with their setup. Running the diagnostics before they start their shift or when they experience issues will help spot any problems before they cause an unpleasant experience for a customer.
In addition, the results of any test can be viewed in your company’s testRTC dashboard. Your IT team can analyze results saved in the dashboard at any time to view any highlighted issues. This allows them to quickly and accurately assist your agent in solving the problem.
You can see just how quick and simple the qualityRTC process is by watching the video below:
As mentioned in the video, you can brand the qualityRTC page with your company details. This allows you to provide your users with your own branded qualityRTC link to run diagnostics on their own setup should they have consistent issues with call quality.
With qualityRTC you don’t have to choose between customer service and your agents working from home. You can have both and still ensure the quality of your customer’s experience.
Interested in finding out more? Get in touch today and ensure you don’t lose any customers because of call quality issues.
Spearline is a technology company that proactively tests toll, toll-free and premium-rate numbers for audio quality and connectivity globally. Our latest testRTC product offers WebRTC testing, monitoring and support for web-based communications. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers.
For more industry insights, follow Spearline on LinkedIn here.