Today’s world is filled with a multitude of digital communication channels such as emails, messaging apps, and social media. However, traditional phone calls continue to play an indispensable role when it comes to urgent customer service needs. Despite the digital boom, businesses must have a direct phone line, especially when catering to those who prefer voice communication or may not have access to digital communication tools.
Find out how to improve your contact center’s CX quality with Cyara’s number testing solutions.
It’s critical to ensure that your contact centers are prepared to handle international inbound and outbound calls. Failing to continually test and monitor your global phone lines can lead to errors slipping through the cracks that will negatively impact your overall CX.
The Challenges of International Dialing
When using phone lines to communicate with your international customers, following regulatory standards and ensuring technological capabilities is a must. In our current business climate, your customers come from every corner of the world, and it’s your job to ensure that they can always connect with you.
Picture this scenario: A hotel chain offers toll-free numbers across the globe to facilitate easy contact for international guests. However, all the toll-free numbers suddenly begin terminating to a contact center in the US and are answered by agents located in Singapore.
This contact center setup involves many moving parts, requiring meticulous planning and execution to successfully deliver high-quality customer service. Regardless of their origin, calls are connected to the contact center and then promptly handled by the agents.
The reliability of local phone numbers lies at the heart of your ability to maintain flawless CX with a global reach. Each country and carrier may have different regulatory guidelines and individual technology, which you need to rigorously test for any potential issues or defects. With a robust testing tool, you can begin to proactively monitor your communication infrastructure, navigate international dialing conventions, overcome technology compatibility issues, and adhere to diverse regulatory standards.
Discover Your Ideal Testing Solution
To help your contact center overcome the various challenges that arise during international dialing, your ideal testing solution should provide:
- Monitoring capabilities across all communication channels: The tool must be able to oversee chat, email, phone, and other communication methods, enhancing service and simplifying data management.
- Global coverage, but with local testing: It should also give you the ability to test phone numbers using local network providers in your customers’ countries, ensuring an authentic replication of the user experience and quick identification of region-specific issues.
- Comprehensive voice service coverage: This includes coverage of both mobile and landline networks to capture the full spectrum of voice communication, allowing you to identify any weak links in the service chain.
- Reliable results and real-time notifications: The ideal solution can automatically generate and deliver accurate testing outcomes with minimal false alarms, complemented by immediate alerts to facilitate swift problem resolution.
- User-friendly configuration and access: It must be able to simplify setup and provide easy access to essential data for effective collaboration and troubleshooting.
- Integration with other systems: The solution should also ensure seamless compatibility with existing systems for harmonized data flow and improved customer service processes.
- Comprehensive Support: Finally, the ideal tool comes with direct, fast access to a knowledgeable support team who can address any issues promptly, minimizing potential downtime.
By investing in a dependable global number tool that suits your needs, your business can facilitate testing with less effort, cost, and risk, with the end-goal of delivering exceptional customer service in our current international market.
Navigating the challenges of the global market shouldn’t feel impossible. Businesses like our example’s hotel chain can provide excellent CX and foster lasting customer relationships when the right tools are in place. A dedicated phone number testing solution allows you to take a proactive approach and guarantee a seamless communication experience for customers worldwide, reinforcing your brand’s dedication to service excellence.
