Proactive Testing for Confident Customer Interactions

 


Contact Centers today are under pressure to deliver higher levels of customer service and agent efficiency.
To accomplish this objective, contact centers use technology such as interactive voice response, screen pop, CTI, Web and E-Mail portals, E-Commerce transactions and quality assurance.

Don’t Let Your Customers Test Your Systems!

These systems are built on hardware and software infrastructures that are highly integrated, and for them to be successful the technology must be efficient and reliable in design and performance.
 
Customers expect that these systems work continuously and reliably to supply great service.  Developing and maintaining successful contact center systems is a challenging task.  You may know that each component is working independently but how do you know that all the parts of your system are working together and creating a positive experience for your customers.
A key part in managing risk and achieving project objectives is testing the customer experience.  The importance of proactive testing during each phase of the implementation ensures all your systems are working as they should be.

Go Live with Confidence!

Load-testing services validate your contact center's performance under real-world conditions. StressTest™ and WebStress™ load-testing services place your voice and Web systems under the high-volume production traffic conditions you anticipate.

The benefit: You learn not only if the entire environment will work, but also if it will perform up to the
requirements needed to ensure a positive customer experience.

No longer must you rely on anecdotal information to identify problems, or spend hours finding the cause. Our load testing provides key operational insight, including:

  • Confirmation that the correct announcements are being heard
  • Response time and performance information for every step of every call
  • Complete digital audio recordings of every call to illustrate issues that may arise
  • Symptom information
  • Verification that fixes are successfully implemented

By using controlled and repeatable telephone and/or browser traffic, we can duplicate the conditions that cause errors, identify the glitches and, later, verify that fixes have been made.  Test your systems the same way your customer use your system! 

StressTest™ – IVR Load Testing

Allows you to demonstrate end-to-end performance of the new application in your environment prior to cut-over.  You will have the confidence that your system is working by placing real test calls to measure the customer experience, report upon the results, and hear audio recordings of the test calls.

We can emulate thousands of test calls that replicate customer calling conditions to determine where problems may occur when you deploy new applications

WebStress™: Load Testing for Online Solutions

Today your business faces the challenge of establishing their web presence.  Most performance issues only happen when the server is stressed with a high user load. This means that you should perform load testing to know how many concurrent visitors your site can serve flawlessly.  By using WebStress we can emulate thousands real users to check the performance of your site and find any bottlenecks.
  • Does your web application function properly under load ?
  • Do the response times meet your target requirements ?
  • How many simultaneous users can your web application handle

HeartBeat™ and WebBeat™ monitor’s your entire contact center business solutions from end to end to make sure all voice and web systems are working as intended. If a problem occurs, you are alerted immediately and you receive information identifying the cause.  

Data collected during end-to-end monitoring are valuable for continuous improvement of your contact center. The information can be used to:

  • Respond to potential issues with complete information before customers begin to complain;
  • Help identify and fix problems quickly — and reduce the costs of repairs;
  • Demonstrate system availability and performance to management and customers; and
  • Provide system performance information during high-usage periods

Access to HeartBeat™ and WebBeat™ testing processes and monitoring results are available through IQ Services' online monitoring site, MonitorControl.net. Access to the site provides information on system performance and optimization trends.

HeartBeat™

Voice Monitoring allows you to make regularly scheduled calls into your application, using it just as your customers would.   You are notified of immediately of problems including database slow-downs, incorrect call routings, or wrong CTI information being displayed

Webbeat™

You know that you cannot leave your website availability to chance.  With your online business depending on your website for revenue or cost reductions Webbeat™ monitoring 24 x 7 becomes critical.  Webbeat™ can emulate real customer experience at all times so that you become aware of problems early enough before it translates into substantial loss of revenue.

Your Contact Center is the most vital customer facing operation in your business, to enhance your customer relationships and to drive sales.   The cost of your customer receiving a poor quality of experience can result in lost sales, customer turnover and a tarnished brand.  These services can help you ensure that the increasing complex nature of the contact center systems are working correctly.

Application Feature Function Testing

Provides an automated comprehensive repeatable way for you to test each feature of your voice solution against your design documentation. You can launch you application and be confident that your solution works as designed and you get the return on your investment that you expected.

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Business Continuation and Disaster Recovery

Be confident your business continuation plan will work when you need it to: Business Continuation and Disaster Recovery planning is a key element of risk management. Testing your plan before you need to use it reduces the inherent risk within the plan, gives you confidence your plan and sites will be ready and will perform as expected, and identifies areas within your plan that need improvement.

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Outbound/Predictive Dialer StressTest

At last, you have a reliable way to know your outbound systems are working the way you designed them to work and that your Predictive Dialer systems comply with FTC rule 16 CFR Part 310.  With Outbound/Predictive Dialer System StressTest(TM), IQ Services becomes the recipient of your outbound campaign.  We deliver a thorough report of the results of each call received and actionable data about a wide variety of performance indicators including:  retry attempts and intervals; wait time from "hello" to outbound agent connection; screen pop verification; nuisance rates; and other conditions.  In addition to reports, you receive expert test preparation guidance and invaluable real-time feedback to help you observe, tweak and verify system performance during the actual test.

Upon completion of each session, IQ Services will provide your training department a report containing the agent ID, each of the call scenarios used during the testing, and the length of time it took him or her to complete each scenario and the entire set of scenarios. If other information is needed, IQ Services can set up a custom report.

Studying manuals or sitting through classroom training won't give your agents the real-world experience they need to be effective. Only real-world, hands-on experience can make them truly ready for the first call.

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IQ Services provides a thorough, yet economical, training environment for contact center agents that prepares them to use the workstation properly, answer calls and get the information quickly — and build customer satisfaction.

Our training is real world: When completed, agents know how to respond to real customer calls. It is designed either to improve agent skills or evaluate trainee performance.

IQ Services sets up live telephone calls based on actual calling experiences provided by your training department. We also work with your training department to determine a reasonable time for an agent to complete each of the call scenarios.

Testing begins when IQ Services offers live calls to agent workstations and the agent enters an ID. A scenario is offered to an agent requiring a response from the agent. When he or she completes each call, IQ Services hangs up and continues the process until the training or evaluation is complete. The length of training is set by the training department.

Through the training, IQ Services will determine:

  • Whether the agent can process a series of call scenarios accurately
  • The length of time it takes for an agent to complete each call scenario
  • The length of time it takes for an agent to complete any identified group of scenarios.