Hello? Is anyone there, can you hear me?
Few customer experiences are more frustrating than calling a support number for an issue, only to encounter a dead line, to experience poor voice quality due to jitter and packet loss, or to get caught in an endless loop of rerouting to try and find the right department. And yet, despite significant investments in contact center technology, many organizations put themselves at a disadvantage by failing to conduct thorough, continuous phone number testing.
Learn why leading brands rely on Cyara Voice Assure to ensure their phone numbers are always delivering high-quality interactions.
It only takes a single CX defect to leave your brand vulnerable to a wide range of financial, reputational, and compliance risks. But, with an automated phone number testing solution, you can take proactive steps to mitigate potential reputational and financial risks, verify your numbers’ functionality, and prevent customer frustration before it ever happens.
Why is Number Testing Important?
For many customers, your phone lines are the front door to your organization, empowering your customers to easily connect with your agents or receive information via an interactive voice response (IVR) system. However, whereas other digital channels are easier to monitor in real time, your phone numbers require continuous management and oversight to ensure you aren’t exposing your customers to risk.
Some common issues affecting phone lines include carrier outages, routing errors, unoptimized IVR flows, poor voice quality, and even region-specific problems. In many cases, however, your team may be unaware an issue exists in the live environment until a customer files a complaint. And by that point, it’s too late, and there’s no way of knowing how many other customers were also negatively affected.
An automated phone number testing solution helps you regain visibility into the live environment, providing you with a better understanding of exactly how your customers are experiencing interactions with your brand, and empowering you to improve your CX offering with actionable, data-driven insights.
Early Issue Detection
Once a customer has encountered an issue in the live environment, it doesn’t matter how much work you do to resolve the issue, as the customer is much less likely to trust your brand, and they’ll find a competitor who will meet their needs.
That’s why it’s critical to deliver flawless, frustration-free experiences every time, because you won’t get a second chance.
Rather than waiting for call center volume to drop or for complaints to flood in, automated phone number testing tools make it possible to identify and resolve issues before your customers are affected. These solutions verify key functions such as:
- Connection rates
- Call quality
- IVR prompts
- Menu routing and availability
In the event an issue arises, your support teams will receive actionable insights necessary to accelerate troubleshooting and remediation processes.
Continuous IVR Optimization
IVRs are a cost-effective and efficient self-service option for handling queries and connecting your customers to the department best suited to their individual needs. However, many brands are relying on legacy IVR systems, which are prone to defects such as call routing errors, poor voice quality, and outdated menu structures, which can be a source of frustration for your customers.
While it can take hours to manually test and verify even a fraction of the possible customer journeys in your IVR, an automated testing solution mimics real-world customer behavior and confirms performance in a fraction of the time, without putting any additional strain on your CX team.
Mitigate Financial and Reputational Damages
When it comes to meeting customer demands for quick, efficient, and seamless interactions, issues such as dropped calls, jitter, and repetitive rerouting reflect directly on your bottom line. While missed calls can lead to SLA violations and penalties, poor voice quality can lead customers to leave negative reviews on social media, damaging brand trust and steering other potential business away from your company.
By catching issues before they arise, an automated number testing solution protects your revenue and reputation, while also minimizing operational cost of troubleshooting, escalations, and remediation after a widespread failure.
Understand the Customer Perspective
Traditional call center monitoring tools have put an emphasis on internal metrics like agent performance, call volume, and handling time. But these metrics fail to take the customer perspective into account and fail to tell the story of what happens when your customers pick up the phone.
An automated phone number testing solution allows you to test real-world journeys, without relying on guesswork. From dialing a number from a specific country to verifying IVR pathways, these tests offer actionable insights necessary to understand the customer perspective and pinpoint areas where your CX is lacking or in need of future improvements.
The Power of Cyara’s In-Country Phone Number Testing Solution
While some CX providers, such as Klearcom, claim that their solutions are best equipped to help you assure voice quality with simulated environments, these tools fall short, leaving you susceptible to vulnerabilities, false test results, and inaccurate insights that don’t provide you with a true view of your CX performance.
That’s why Cyara’s phone number testing solution provides reliability with in-country number dialing. With Cyara Voice Assure, you don’t have to rely on guesswork or subpar testing.
Voice Assure originates real-time calls from your customers’ locations to precisely measure components, including call connection rates, audio quality, voice latency, call line identity, dial tone transmission, and more. With Voice Assure, you can perform more than 50 testing types and stay ahead of any issues that may frustrate your customers.
You can’t afford to leave your call quality to chance. Customers expect fact, functional, and error-free experiences across every touchpoint, every time, and failing to deliver can have detrimental financial and reputational consequences.
Contact us to schedule a demo and see how Cyara outperforms providers like Klearcom, or visit cyara.com to learn more.
