How many of your customer-facing numbers are failing?

You probably assume that your company’s global contact numbers are just working. Why wouldn't they be?
On Wednesday 18 April 2018 by Mika Wilson

 

 

 

 

 

 

You probably assume that your company’s global contact numbers are just working. 

Why wouldn't they be? You're paying for them, so they should work… Right?

Well, maybe not. In our experience, of 50,000 call tests per day, almost 2,000 of them fail. Fail! That's about 1 in 25 calls.

That’s a potential customer calling to buy your product that just got a 'busy' tone and went elsewhere.

It’s an existing customer calling for technical support that couldn’t hear the agent, got frustrated and hung up without resolution. Will they buy from you again? Would you?

Contact number failures cost businesses millions every day, and without regular monitoring you have no idea it's happening. Typically this can happen in four ways:

1 - Call fails to connect entirely (bad)

2 - Call connects, but poor audio quality makes conversation impossible (also bad)

3 - Interactive Voice Response system (IVR) takes caller to the wrong place (really bad, depending on where they go)

4 - Line transfers to different company entirely (catastrophic if the call goes to your competitor)

The point is, your phone lines are one of your most important assets. They are too important to guess if they are working.

How many of your customer-facing numbers are failing?

Stop guessing. We can help you pinpoint where problems are so you can act now.

Want to know more? Watch our video.