Depending on what industry you’re in, there are a few critical periods each year when your contact centre and telephony network will be put to the test.
Certain industries such as airlines and carriers for example, are at their busiest during the summer months, as are the contact centres they rely on. Having telephony systems operating at maximum efficiency and reducing downtime over the summer period is crucial.
Can your business afford downtime during the Summer Season?
Most organisations spend a lot of money on their network hardware. Many have network monitoring tools that provide some visibility of what’s happening on their own network but have no visibility of what is happening outside their infrastructure or what kind of audio quality they are receiving.
A poor customer experience has a big impact on loyalty.
Companies need to be sure the customer experience they are offering is good enough to ensure a return visit. Will your contact centre be able to support your customers throughout the summer holiday period? Are your IVR systems and DTMF functionalities routing calls effectively?
Client Case Study
On the 4th of July last year, one of the busiest national holidays, one of our US client’s Canadian carrier changed how they were routing DTMF tones and our client’s calls to Canada stopped working. Suddenly, their call back platform wasn’t calling customers.
Luckily, this client had been testing with us for a while and we were able to replicate this issue to find the cause. Our client setup prefixes to allow us to dial out through a second carrier. This verified that the issue was only affecting the original carrier so our client was able to identify a working route to temporarily move traffic across to the second carrier.
We provided detailed call samples and records to allow the original carrier to identify and resolve the issue and worked with our client to generate call samples, test possible fixes and verify that the issue was resolved.
Spearline Solution - We’ve got this!
The Spearline Testing process monitors, measures, analyses, reports and perfects number performance, from the outside in, giving you full visibility on your network to prevent issues such as transcoding, latency, post dial delay and incorrect call routing.
Our platform is cloud based, which means it is quick and easy to set up and requires no installation. All our automated testing alerts are verified by a human, which means you will only receive genuine actionable alerts. The detailed CDR records and objective PESQ scoring we provide makes it easier for you to identify the root cause of the issue and cut resolution time in half.
Regular testing with Spearline accompanied by our 24 -7 support team will ensure that you have a happy and stress free summer and your customers will too!
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