Many customers usually pick up the phone when they have a pressing, emotional issue to resolve. Yet connectivity and audio connection issues sometimes can often make a difficult situation for the customer even worse. The last thing they want to experience is connectivity or audio quality problems with the phone call itself before they even get as far as having a conversation. It can easily cause customer churn and then further ruin brand reputation. Both your customers and your business are greatly impacted over a simple issue like call quality.
Recognizing this, a growing customer experience trend that is transforming global communications is phone number testing. Through proactive monitoring and number testing of international numbers, contact centres are replicating their customers’ experience and resolving telecoms issues before they are customer-impacting. While it is impossible to completely remove poor audio quality, you can be proactive in avoiding it.
Knowing your problems before they become a major issue and resolving them quickly can greatly benefit your business. It’s a smarter way of working. Not only does it benefit your call center agents workload, but also ensures your customers have an excellent call experience.
Research shows that at least 1 in 25 calls fail to connect to the contact centre or suffer from customer-impacting issues, such as poor audio quality. These figures highlight the impact that something as fundamental as audio quality can have on resource-planning calculations. By testing and monitoring your international phone numbers for connectivity and audio quality, from an in-country perspective, you can ensure that your advisors are engaging with customers in a high-quality environment that supports great conversations.
Telecoms issues are best identified and rectified before they have broad customer impact. After all, call quality is an area that can be overlooked to the detriment of the contact centre. Thankfully, Spearline develops a proactive testing and monitoring schedule for our customers to maximize the effectiveness of their customer interactions. This leads to increased CX and lower costs.
Spearline customers enjoy:
- Improvements in first contact resolution and reduced callback volumes
- Proactive identification of issues and improvements in incident MTTR
- Reduced CX-derived customer churn and enhanced revenue protection
- Support for major change initiatives / migrations
- Improved vendor management and leverage to improve carrier pricing or apply SLA penalties
- Improved NPS/CSAT and brand reputation
Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. It’s time to start testing your numbers TODAY.
Sign up now to book a demo of the Spearline Platform.
Find out more
To find about more about the range of test types we have available that can monitor your numbers for connectivty and audio quality, please check out our test types page.
Spearline is a technology company that proactively tests toll and toll-free numbers for connectivity and audio quality globally. It enables organizations to provide uninterrupted services to customers around the world. For further information, or if you have any further questions