Why invest in Contact Centre Testing?

Your customers deserve nothing short of perfection, and you know this. Providing the best possible customer service ensures a healthy customer experience which in turn supports your brand promise and optimises your success rate. To accommodate a constant and stable connection with your customers, you need to pay heed to a contact centre that acts as a special link between your company and your customers. 

In the past, there weren’t many automated testing tools available, and companies had to test their call centres manually. That means they had to painstakingly get someone to sit and dial the numbers and work through the mundane IVR options.  This was not only way too time-consuming, especially if the call flows were complex, but also could not test all possible flows as it took too long. Not to forget the potential for human error could never be ruled out, meaning a flow may not be tested at all. 

And what if you were to make a change to the call flow? Would you consider performing these time-consuming tests all over again – both in pre-production and in production? Because of the high costs involved in manually testing the platform, a lot of companies take a backseat there. 

If you don’t test every possible call flow through your platform, there is a chance that calls can be disconnected mid-flow or be routed to the wrong agent, resulting in a transfer. If you do complete testing of the entire flow end to end, you can have the confidence that calls will not be disconnected or mis-routed, saving valuable agent time that would be taken to transfer the call. That is exactly when QuickTest comes into the picture and gives you a good reason why you should invest in contact centre testing. 

Why QuickTest?

Saves your valuable time

Making changes in pre-production and then testing with QuickTest can not only reduce the time to go live with your change into production, it can become part of your development pipeline, and you can also repeat the same tests against production to ensure no faults have been introduced. Identifying issues in pre-production means these errors will not hit your production environment meaning less downtime for your callers and less remedial work for your technical teams.

Runs tests seamlessly 

With QuickTest, once you have defined the test scripts, they can be run again and again in a few clicks or even scheduled to run at given times/intervals. People who were once tied up with time consuming manual testing can be utilised elsewhere.

So not only can you repeat the tests as changes move through your environments, you can quickly and easily perform regression testing, and you can also run regular tests against production to provide service assurance.

Spots issues before your customers face it 

Running regular tests for service assurance purposes can help you identify any faults in the system before your customers are impacted. Technical teams are alerted immediately via SMS, WhatsApp and/or email when an issue arises. By looking at the results of the tests, technical teams are guided straight to the problem area and can then resolve the issue far more quickly. Then there are potential outages caused by sudden peaks in call volume that can disrupt the contact centre service. QuickTest enables you to use the scripts you have already written to perform load testing so you can identify any weaknesses in your platform before your customers do.

Your current interaction flows may be traditional IVR and DTMF, but in the future, you may be looking at natural language and SMS. QuickTest can test these and many other channels such as Email, Voice Inbound & Outbound, IVR/NLU, Chat, Facebook and WhatsApp. And so, whatever you plan for the future, you know you’ll be able to test it.

Enhances your ROI Quotient 

Maybe the biggest but hardest to quantify ROI is the effect on your customers and your brand. A bad customer experience has a great effect on a customer, and they are very likely not to return and are quite likely to share their negative experience with other people. By testing your platform throughout development and by monitoring production, you know that your customers will be getting the best experience possible.

In order to get more specific idea of ROI, we need to look at your current position and answer questions like:

• How many high impact outages do you have a year?
• How long do they take to resolve?
• How many calls would you normally take per hour?
• How many of those calls result in revenue and what is the average value?

• How many times do agents transfer calls as they have been routed to the wrong skill?
• How many abandoned or disconnected calls do you get?
• How many people do you have performing manual testing on your contact centre platform?

This is something that QuickTest aces at and will ensure that your ROI quotient stays intact and then revs up.