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Contact Center Performance – Five Tests That Can Help

Ensuring that your contact center performance is always up to par is necessary to guarantee customer satisfaction.  Unfortunately, this can sometimes be difficult to do when contact center services and customer expectations are constantly changing.  When making upgrades for your contact center, network assessments and pre-deployment testing are necessities to ensure optimum contact center performance – before it’s too late.  Customer satisfaction relies on the fact that your contact center is in working order when changes are implemented.  Gartner has estimated that up to 70 percent of contact centers that do not perform network assessments will experience unexpected costs, time delays, and decreased customer satisfaction.  In a recent article in Customer Magazine, five tests were provided to make sure your contact center performance is at its best:

1.  Baseline Testing
It’s extremely important to document performance and customer satisfaction up front before changing your contact center in any way. Baseline testing should match real-world traffic volume and customer behaviors  through all channels – be it e-mail, chat phone, video, or data communications.

2.  Voice Quality Testing 
Tests should be conducted in both directions (from agent to customer, and customer to agent) to ensure voice quality. IVR prompts and responses should also be tested for quality.

3.  Regression Testing
This test ensures contact center performance by confirming that existing services do not regress or degrade as the new changes are implemented. Companies should fully map out their existing services, and conduct an end-to-end audit.

4. Toll Free Number Sweeper Testing
Companies should check each toll free number to confirm that it is not linked to an outdated service, campaign, product or department.  Maintaining numbers that are out of date or are no longer in use are an unnecessary expense for your contact center. It also helps if the toll free number provider has a friendly user interface where a call center manager can easily access each toll free number and analyze how it is being used. Call centers need to make sure they select a toll free number provider that will allows for easy maintenance of their toll free number inventory.

5.  End-to-end Testing
Testing complete contact center performance from end-to-end is the only way to determine if a new service or upgrade is ready to be implemented.  First, real-time voice and video services should be validated, and then companies can add data traffic.

Testing contact center performance under these new conditions will either confirm or deny that the quality meets expectations, and your contact center will pass the real test of customer satisfaction once the changes go live.

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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