The Beginner’s Guide to Call Center Testing

No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them all – complete, cross-platform functionality.

For this dream of absolute operability to become a reality, every moving part of the call center infrastructure needs to be subject to continuous, real-time call center testing and monitoring. It’s a demanding, ongoing commitment, but the payoff is well worth it.

Let’s take a look at why and how call center testing forms the backbone of a solid call center infrastructure.

Run the numbers

It sounds obvious, but the very first order of business is call center number testing. Peak call center performance means managing a myriad of providers throughout disparate geographical locations while maintaining national and international toll-free hotline numbers for customer support. 

The fastest and most effective means of detecting any dialing issues is implementing a system of end-to-end, real-time call center number testing. Spearline’s Voice Assure suite of products does just that.

 

Test local numbers

The best way to understand your customers’ experience across the USA and Canada is to replicate their journey in real time. Spearline’s Voice Assure Interstate is an automated, always-on testing tool that accomplishes that task by originating calls from any state and monitoring key call quality components, such as connectivity, voice quality, DTMF transmission, and CLI information. 

Voice Assure Interstate subjects your customers’ telecommunications journey to a wide variety of testing measures, including latency and conference testing, MS Teams and Cloud PBX voice quality testing, and post-dial connection testing, to name a few. 

 

Test global numbers

Testing your call center numbers across a broad geographical spectrum will reassure you that your customers can reach you irrespective of location. Our Voice Assure In-country tool dials your numbers from a Spearline in-country server, traveling the actual network paths your customers’ transit in over 80 countries worldwide. 

Voice Assure In-country checks that calls connect completely, measure call audio quality according to internationally recognized standards, and detect and validate issues, alerting you before your customers are affected.  

 

Empower teams to test numbers manually.

It is important to ensure that your network engineering teams have the on-demand, hands-on ability to triage specific faults in real time. Spearline’s Voice Assure Realtime tool puts resolver teams firmly in the driving seat. Voice Assure Realtime enables teams to test In-country calls to your customers manually support and sales teams on-demand across 80 servers globally, bubbling up Call Detail Records (CDRs) and event recordings for any incidents. 

This level of on-demand data means teams know how they stand now and what they need to do to become industry leaders.

 

Test your IVR

Well-developed, customer-centric IVR systems have the potential for huge customer experience (CX) wins. Still, it’s vital to ensure that your IVR is continually tested so you have a genuine understanding of your customers’ experience with it. 

 

Visualize issues

It is vital that your testing tool provides you with a comprehensive window into your IVR operability. At Spearline, our IVR testing solutions use in-country network operators to verify and map IVR call flows across the globe, looking for issues such as incomplete or broken call transfers, poorly organized information, and unclear/excessive/incorrect/outdated menu options. Every interaction is transcribed and presented on your dashboard in a fully fleshed out map highlighting crucial metrics relating to the size and complexity of your IVR system

 

The final word

Test, test, test. It cannot be overstated; Continuous, consistent, comprehensive testing is vital to call center success. Understanding your customer’s experience with your service can pinpoint failures, drive improvements, and protect your brand image. It’s an ongoing and often arduous process, but there is no getting around it. So why not let Spearline carry some of that load for you? Call us today for a free demo. 

New to Spearline?

Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and fax services. Our latest WebRTC products offer testing, monitoring and support for web-based communications.

We work globally across business sectors, supporting contact centers, conferencing services, and more to successfully connect with their customers and employees. For further information, or if you have any further questions please get in touch.  

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