ChaseData Call Center Software Blog

Here’s Why You Should Test Call Center Contact Numbers

Posted by Ahmed Macklai on Jan 3, 2020 7:30:00 AM

Here’s Why You Should Test Call Center Contact Numbers

Do you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know.

When you want to hear and feel exactly what your call center agents experience when they talk to your staff members, it pays to try those numbers out yourself and take note of every element of the call. If that sounds like too much work, just think about all the benefits you stand to gain from doing so - and just how much better you can meet consumer needs with that information!

Why Test Call Center Contact Numbers?

Why should you test call center contact numbers? It’s all about ensuring that your consumers have a positive experience with your center. It’s difficult to truly understand what your customer undergoes until you have experienced it yourself - or at least allowed a software program to do it for you! By testing numbers and their function, you guarantee that those numbers will work when your consumers need them to.

Testing is a great way to improve customer service levels, too. After all, a major element in great customer service is a line that works and call functions that are operational when consumers need them to be. When you run tests to assure these things, it is one more way to invest in excellent customer service.

  • Touch tones - Are the touch tones and other functions of button-press commands working for your consumers? Check ahead of time to ensure a high-quality experience for your customers and clients when the time comes.

  • Your connection - Your customer service is nothing without a live line. Check yours ahead of time to ensure it will be working when it counts.

  • Post-dial delay - One of the most common quality concerns in the world of the call center is post-dial delay. This is a short pause between the actual connection of the line and the beginning of the conversation. This can leave consumers feeling put off and dissatisfied - but it can be identified and addressed using preemptive testing.

  • Audio quality - How does your audio quality compare to the industry standard? How well can your customers hear you - and how well can you hear your customers? All of this can be understood through testing - and fixed if the need arises.

  • Latency - When you are operating with VoIP - voice over internet protocol - technology, you may experience something called latency. This is a noticeable lag from the time you speak or a sound is made on your agent’s end of the line to the time that the sound is transmitted to your listener. Minimizing latency assures call quality.

  • Historical performance comparison - Comparing your current performance in all areas to historical performance is a great way to ensure that you are continually learning, growing, and improving as a team.

  • Benchmarking - Another great comparison to make for the sake of improvement? Benchmarking. This compares the performance of your center in various areas to that of your direct competitors - and gives you an idea of how you stack up in the current market.

These tests can be performed in ways that simulate large call volume influxes. What is the benefit of this? Your center won’t be stuck waiting until something bad happens - or until you’re in the middle of a massive jump in call volume - to know how to resolve the problem. With this testing, large batches of simulated consumer calls can be made at once, allowing your team to understand how that will impact their current systems and create workable solutions if problems are identified.

Perhaps the best part about running these tests is that issues can be identified and resolved before consumers even notice them. Network issues will never have the opportunity to negatively influence your customer service ratings if you switch from a reactive approach to a proactive one!

Isn’t That a Lot of Work?

Regardless of the benefits that these tests can bring, doesn’t it all sound like too much work to take on? Your agents are already busy - wouldn’t adding another major task just make them overworked and overwhelmed?

Thankfully, no. That’s because today’s software designed to test call center contact numbers does so automatically. Your center can run tests in the background of other daily operations, meaning that your agents don’t have to turn their attention away from the tasks they should be focusing on. Imagine having the benefits of running those all-important tests without sacrificing agent performance! When you choose smart software, you don’t have to imagine - it’s your reality!

Instead of thinking of this kind of evaluation as work, think of it as an upfront investment in better days for your center to come. If you do this testing regularly, you save tons of time that you would otherwise have to commit to resolving issues that would go unnoticed without it.

Another big benefit of using this technology is that it performs all of these functions from within your own country. Many centers have previously had to commission people from outside their immediate service area to make contact with their facility to check connections and other factors. There’s no need for that kind of back-bending in the modern day. Today, you can let technology do the traveling for you!

For all the tools you need to test call center contact numbers and run many other important operations in your facility, give the industry experts at ChaseData a call. We have the software solutions your center needs to make the journey to excellence - and to learn just how well you’re doing along the way. Give us a call today to learn more!


Topics: Call Center Management, Call Center Operations