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5% of Your customer interactions are failing!

Usually we talk about how the technology is performing in the contact center using StressTest to verify the technology and HeartBeat to ensure that the technology continues to work.

But How Does the Technology Affect the Agent.

If the technology required to handle & deliver the calls to agents falls down on the job, when your customers finally do get through they’ve already been preconditioned with a lousy experience, and who will they take it out on?

With HeartBeat, we generates a test call, one at time around the clock to access your system to ensure they are available and more importantly working as they were intended to do, if not then we send an automated notification to alert everyone involved.   

During a typical month we generate between 500,000 to 600,000 HeartBeat calls, and of these anywhere from 4% to 6% of these calls we encounter some kind of availability or performance issue.  So we looked at these issues to see where they were coming from

  • 40% - Issue with answer – busy, ring-no-answer, silence or click
  • 40% - Caller-requested information unavailable – host issue
  • 20% - Caller disconnected prematurely

So out of 600,000 test calls in a typical month, 12,000 are answered incorrectly, or not at all. Another 12,000 are customers being led on a wild goose chase all the way to the point of finally being able to retrieve the info they need only to find out it wasn’t actually available. And another 6,000 callers are just getting cut off – they get to start from scratch AGAIN!

So here you are a call center manager working hard to keep your people and your customers and your business units all happy. You’re up-selling and cross-selling while cutting costs & keeping attendance high & training agents to deliver the best possible customer experience,  and all the while you don’t know if the technology you’re counting on to take care of your customers & offload your agents is doing its job or not. A batting average of 350 gets you noticed in the majors and 94% is probably an A when grading on a curve, but how does that rate in the contact center?!  

Can you really afford 5% of your customer interactions not going as planned?

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