Agent Response Test
Be sure that your infrastructure is supporting your agents in providing a great customer experience.
Why test for agent response?
Hold your suppliers to SLAs
The results allow you to make more advised contact-center and carrier-sourcing decisions.
Enhance customer experience
Demonstrate your commitment to CX to your customers.
Real-time alerts
Identify potential outages quickly so you can contact your carriers and affected customers right away.
Uncover your customers' true call experience
Verify call flows and UX for any of your customer contact numbers.
What is it?
The agent response test lets you measure performance of your outsourced contact centres - giving you full visibility of your partners’ performance, and your customers’ experience. By generating test calls from our in-country servers around the world, you can ensure that your global customers are able to connect to their local contact numbers, and get through to an agent in good time.
When is it used?
The agent response test is used mainly by enterprises using outsourced contact centre providers such as BPOs (business process outsourcing), to ensure that partners are performing to agreed standards. With no setup or configuration at the contact centre, the test will proactively alert you to customer-impacting issues such as long response times or inability to navigate an IVR. The test gives you the insights and data you need to manage performance and hold providers to service level agreements.
What is measured?
Measure and monitor key telecommunications performance indicators, including:
- Call connection rate
- Post dial delay
- Agent confirmation
- IVR functionality
- DTMF (touch tone) functionality
How it works
- Spearline in-country server dials your toll/toll-free number.
- Spearline server sends DTMF tones to navigate through your IVR.
- After navigating through the last IVR prompt, we begin a countdown timer. At the same time, we begin to play a prompt, asking the agent to press 1 on their keypad.
- When we receive a tone for 1, a thank you prompt plays and the call disconnects. The time taken for the agent to respond is recorded. If no tone is received from the agent before the call times out, this is recorded as a fail.
- As an optional extra, we can ask the agent for extra inputs such as their extension number or call whisper displayed on their phone.
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