Sometimes when we speak to companies, they don’t know why they should be testing their numbers. They often think because they have network monitoring solutions in place, that they don’t need to test the audio quality of their numbers. So we have put together a list of some of the key benefits to an organisation of testing their Toll and Toll-Free numbers with Spearline software.
1. 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. The Spearline Platform generates alerts for every failure, which means organisations can resolve and fix the issue before customers are affected. Each failure alert is verified by our testing support team, so our customers are assured every alert is genuine and actionable.
2. Verify that sales and support lines are operational
Your contact numbers are like the veins that feed the heart of your contact centre. Without them, customers wouldn’t be able to get through. How do you verify that these numbers are operational and generating revenue on a continuous basis? If even one of these numbers experiences downtime or audio quality issues, it may prevent a large number of customers from getting through, leading to frustration and potentially loss of revenue.
Number testing ensures that you are alerted to any failures or issues in real time so you can resolve it before it affects the customer. What impact does a failed call have on your business?
3. Test end to end call flows
Organisations often monitor what’s happening on their own network infrastructure, but have no visibility of what is 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.
The Spearline Platform gives you end to end network visibility, Improves Operational efficiency, Builds Real Business insights and ultimately, saves you money.
4. Replicate customer experience from the outside in
Ever wondered what kind of experience your customer is getting when they call your company and talk to your agents? 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 your service.
5. 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 MOS score. 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 industrial ITU standard PESQ score, which is an objective score of audio quality rather than the subjective MOS scoring.
Read more about how PESQ works here.
6. Benchmark performance against country averages
Number testing allows you to make informed decisions about which carriers to use in each country. Audio quality, DTMF and CLI are tested on each of your routes to allow you make an informed decision on how you route your calls.
7. Measure carrier performance
Knowledge is power! Number testing provides you with the insights to manage ongoing carrier relationships and make key routing decisions based on audio quality data. 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!
Start testing your numbers today! Sign up now to get a demo of the Spearline Platform!