5 benefits of testing your contact numbers with Spearline

We’ve put together a list of just some of the key benefits of testing your numbers with Spearline.
On Wednesday 18 April 2018 by Mika Wilson

It is often assumed that network monitoring solutions will have all the bases covered when it comes to monitoring the full line of communication between an organisation and its customers. But, in our experience of completing over 50 million test calls, we know that’s not the case! So, we’ve put together a list of just some of the key benefits of testing your numbers with us, that you won't get by just monitoring your network.

1.  Replicate customer experience from the outside in

Organisations often monitor what’s happening on their own network infrastructure, but have no visibility of what’s happening outside the network as calls are being passed through different carriers. Poor audio quality being placed into an excellent network will still result in a poor audio experience for a customer.

Testing your numbers, not just your network, gives you end to end network visibility. Our platform records every test call so you have full visibility of the customer's experience as well as how many calls are failing to get through due to connectivity or audio issues. Armed with these insights, you can make corrective decisions to improve your service. 

2.  Identify issues with numbers before customers do

We live in a switching economy. Customers don’t call a second time to complain about a poor experience, they simply switch providers.

If even one of your numbers experiences downtime or audio quality issues, it may impact a large number of customers, leading to frustration and potentially loss of revenue.

Our testing generates alerts for every failure, and each failure alert is verified by a person in our testing support team. So you can be assured that every alert is genuine and actionable, and can fix the issue before customers are affected. 

3.  Objective audio quality metric

One of the biggest problems with testing telecoms infrastructure is the availability of an objective metric to measure performance. A lot of organisations use monitoring tools which look at certain network parameters such as bandwidth, packet loss, latency and jitter. Based on these parameters, they will assume a certain audio quality, generating a mean opinion score (MOS). These are misleading as they are analyzing network details rather than audio characteristics.

Spearline’s in-country servers replicate the customer dial path and we use tools which focus on audio characteristics such as audio sharpness, distortions, background noise, call volume and clipping.

Our platform generates an International Telecommunication Union (ITU) industry standard PESQ (perceptual evaluation of speech quality) score, which is an objective score of audio quality rather than the subjective MOS scoring.

4.  Benchmark performance against competitors

We’ve conducted millions of test calls globally, allowing us to benchmark your customers’ experience against country averages.

This means you can see how well your numbers are performing vs. other contact centres on a country by country basis.

5.  Measure carrier performance

Number testing provides you with the insights to manage ongoing carrier relationships and make key routing decisions based on audio quality data.

Audio quality, DTMF and CLI are tested on each of your routes. Combined with country by country benchmarking data from our millions of global test calls, we allow you to make an informed decision on how you route your calls.

In digital networks, carriers have the ability to transcode audio from excellent quality codecs such as G711 to poorer quality codecs such as G729 or GSM. Our platform measures what codec is being provided by the carrier and ensures your carrier is delivering the service you are paying for!

If you're interested to learn more about how Spearline can help your organisation have full visibility over your contact number performance please contact us and we would be happy to discuss our solutions with you.