We’ve all experienced this scenario: You place a call to a family member or friend with the intention of asking a simple question. You think calling will be easier than exchanging texts all afternoon. Instead, the call devolves into a back-and-forth of “Are you there?” “I can’t hear you, speak up,” and “Hello? Are you still there?” While annoying to deal with in your personal life, this type of call is a deal-breaker when it comes to customer service. But it’s all too common, putting businesses in jeopardy.
Learn why leading brands trust Cyara’s automated voice quality testing and monitoring solutions.
In the face of other exciting advancements in AI-powered and digital CX channels, it can be easy to let your other customer journeys fall to the wayside. But your toll and toll-free phone lines remain an essential part of your comprehensive CX strategy, and it only takes a single defect in the live environment to irreparably damage your customer relationships. Phone lines that aren’t properly tested and monitored are susceptible to a wide range of issues including poor connectivity, latency, and jitter, leading to unhappy customers and lost revenue.
When it comes to deliver quality customer journeys, it’s up to you to stay aware of any potential issues, so you can take action and prevent disaster. With a proactive toll-free number testing solution, you can ensure your phone lines are always performing as intended and meeting your customers’ high expectations.
What is Toll-Free Number Testing?
Simply, toll-free number testing is the process of verifying that your toll-free numbers are performing as intended, capable of delivering high-quality customer interactions without any errors that may impede the customer journey.
A toll-free number test involves verifying your phone lines against factors such as audio quality, call connection rates, and latency. A continuous, rigorous testing strategy empowers you to identify and resolve the defect before your customers are affected. In short, the tests are designed to help you pinpoint areas of improvement, so you can deliver a seamless, frustration-free experience whenever your customers need to reach you.
Whenever a customer places a call to your business, they expect to receive high-quality service. Just as experiencing audio quality issues when calling a relative can be frustrating, you never want your customers to feel annoyed during an interaction with your brand. A customer calls your support lines to receive quick and helpful assistance with their queries, but a single dropped call or a few seconds of jitter can leave a bad taste in your customer’s mouth and make it much less likely that they’ll return to your brand in the future. Instead, they’ll find a competitor who they feel is making CX a top priority.
You can’t afford to lose your loyal customer base, so now’s the time to take proactive action and assure every customer interaction, every time.
Take the Proactive Approach to Phone Line Management
Without an automated testing solution, you may be unaware that an issue even exists until it’s too late. In many instances, businesses only take corrective action after a customer files a complaint. But there’s no telling how many customers were impacted by the issue, and how much business you may have lost in the meantime.
Instead, it’s critical to maintain a proactive approach by identifying and remediating issues ahead of customer impact. That’s where a comprehensive toll-free number testing solution is a must, allowing you to protect your brand and your bottom line against potential risks.
With a toll-free number testing solution, you can:
- Understand and verify how your customers are experiencing your calls.
- Access objective audio quality scores based on standardized industry scoring.
- Optimize your customer journeys by identifying vulnerabilities and taking corrective action.
There are many factors that can affect your phone line performance, but you can’t afford to take the backseat any longer and hope that no issues will arise.
Especially as customer expectations evolve and contact centers become more complex, you need a solution that will help you assure quality, without breaking your budget or putting any additional strain on your limited resources.
Understand Real Customer Journeys with Cyara’s Number Testing Solutions
When it comes to delivering high-quality interactions, you shouldn’t settle for subpar options or guesswork. Cyara is committed to helping you understand how your real customers are experiencing interactions with your brand.
While other CX assurance solutions claim to provide a full picture of your phone line performance, they rely on simulated environments. However, this method leaves too much up for chance, allowing false test results to slip through the cracks and impact your understanding of your actual CX performance.
At Cyara, we don’t believe in shortcuts. Our automated voice quality testing solutions test where your customers are by using local points of presence (PoPs) that reflect real-world global number testing in 100+ countries.
At the end of the day, your customers expect high-quality experiences every time they place a call to your support team, and it’s up to you to deliver, or put your bottom line in jeopardy. But you aren’t alone. With Cyara’s toll-free number testing solution, you can stand out from the static of the competition and deliver interactions your customers will remember.
Visit cyara.com for more information or contact us to schedule a personalized demo and see how you can take your CX strategy to the next level.
