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Call Centre - Performance Testing

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IVR Contact Centre Testing: Improve Customer Service Experience & Reduce Costs

The best business rules, agent training and customer service polices are meaningless if contact centre technologies frustrate or mislead your customers. Automated, remote testing and monitoring of contact centre technologies should be a key element of every company's customer service experience and cost reduction strategies.

  • Contact Centre Testing lets you know your integrated contact centre technologies are working as expected under varying levels of load. Performance issues related to load are detected before customers use your new or recently upgraded technologies. And re-testing gives you confidence the issues are really resolved. When issues are detected and resolved early — while your production and upgrade teams are still on the job — negative customer impact is decreased if not eliminated and costs are reduced.
  • Contact Centre Monitoring gives you confidence your integrated, production contact centre technologies are working - 24x7! If something stops working, you and your tech teams know ASAP. By monitoring the access to and integration of your contact centre technologies, you have up to the minute information about what your customer's are really experiencing. No one has to complain. No one goes an entire weekend with a malfunctioning board or bad host link. The earlier you know, the faster you can resolve problems so your customers are not frustrated or misled and mission critical services are not disrupted.