Though, in recent years, it often feels like the majority of attention has remained locked on innovative digital and AI-based CX channels, phones and audio remain among the most important aspects of an effective CX strategy. Recent studies have found that phone calls are still the most frequently used channel, with 72% of customers choosing to pick up their phone as opposed to sending an email or reaching out via chatbot.
Understand call quality from the customer perspective with Cyara’s voice quality testing solution.
So, while it’s essential for businesses to continue their exploration of new channels, we simply cannot neglect audio-based interactions. Failing to ensure the quality of your audio channels can be costly. Voice quality can completely make or break an interaction. Just a single poor-quality call can lead to customer frustration, reputational damage, and a loss of business.
While phones remain a primary channel to host customer interactions, it’s essential to verify that your systems are meeting performance standards, or risk losing out on key business. That’s why you need to adopt a continuous and thorough audio quality testing strategy.
Why is Audio Quality Important for Your CX?
When your customer places a call to your contact center, they expect to receive a seamless and efficient experience. But there are many obstacles that can get in the way and cause unnecessary frustration for your agents and customers alike.
For example, a customer may place a call to their insurance provider after they are involved in a car accident. During the accident, the customer’s car sustained some damage, and the customer wants to understand the process to file a claim. However, when the customer is routed through to an agent, they are barely able to make out the voice across the phone line. To the customer, the agent sounds far away, or their speech is distorted, making it difficult to hear their responses.
While the interaction should be fairly straightforward, the customer is forced to ask the agent to repeat themselves in an effort to better understand what is being said. In turn, the customer and your agent will begin to become frustrated by the lack of communication.
In this scenario, the customer is dealing with a sensitive query after their accident and expects to receive the answers to their questions without any trouble. However, because of the audio issues, they may be unable to understand the agent’s responses at all, increasing their anxiety.
What does this mean for your business? In the example above, your customer will leave the interaction feeling dissatisfied. They may choose to leave a negative review or begin looking for another insurance provider. Though this type of issue can be easily avoided, failing to identify and address defects ahead of customer impact can have a significant impact on your business.
Assure Superior CX with Voice Quality Testing
There are many different causes for voice quality issues, making it difficult to identify the root cause without an automated testing solution. In many cases, you may only be made aware that an issue exists after a customer files a complaint. And, by that point, it’s already too late—your brand reputation has been tarnished and the relationship is beyond repair. Even worse, there’s no telling how many other customers were impacted before the issue was reported.
With an audio quality testing and monitoring solution, you can proactively identify issues and improve your overall CX in several key areas, including:
Customer and Agent Retention
Audio quality issues such as muffled voices, echoes, or distortion can make it difficult for agents and customers to hear one another, leading to customer frustration and agent fatigue. By avoiding unnecessary issues, you can reduce churn and agent turnover.
Organizational Efficiency
Automated testing and monitoring solutions are essential to boost your team’s productivity. Empower your IT and support teams with real-time alerts, allowing them to begin corrective action as soon as issues emerge.
Key Differentiator
Stand out from the competition when you improve your audio quality. Whereas other businesses may be using outdated legacy systems that contain errors, your customers will benefit from exceptional CX, which will help you secure long-term success.
Avoid Costly Penalties and Risks
Poor audio quality can also hinder your business from meeting SLAs and compliance regulations, leading to hefty fines and penalties. Your business can also face costly reputational and financial risks if customers are exposed to audio-affecting defects.
Phone calls are necessary to provide exceptional interactions that align with customer preferences and needs. But without high-quality audio, your CX is set up to fail. That’s where audio quality testing is critical to your business’ success.
Discover the Cyara Advantage
With Cyara’s AI-Led CX Transformation Platform, you can easily set up, run, and maintain voice quality. Leverage real-time insights to understand your CX from every perspective and be the first to understand when an issue is impacting your audio channels.
Cyara empowers you to assure quality through every stage of the CX development lifecycle, so you can be confident that you’re addressing issues before your customers are impacted. When you choose Cyara, you can:
- Understand your customers’ true call experience.
- Access objective audio quality scores.
- Deliver flawless customer interactions with confidence.
While AI-based CX is a hot topic in today’s conversations, phone calls aren’t going anywhere. So don’t let easily avoidable defects damage your reputation. Ensure your audio channels are still meeting customer expectations with Cyara’s comprehensive, end-to-end CX assurance solutions.
Contact us today to schedule a demo or visit cyara.com to learn why leading global brands trust Cyara to help delight their customers.