Posted by January, 3 2020 8:29 pm
onDo you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know.
When you want to hear and feel exactly what your call center agents experience when they talk to your staff members, it pays to try those numbers out yourself and take note of every element of the call. If that sounds like too much work, just think about all the benefits you stand to gain from doing so - and just how much better you can meet consumer needs with that information!
Why should you test call center contact numbers? It’s all about ensuring that your consumers have a positive experience with your center. It’s difficult to truly understand what your customer undergoes until you have experienced it yourself - or at least allowed a software program to do it for you! By testing numbers and their function, you guarantee that those numbers will work when your consumers need them to.
Testing is a great way to improve customer service levels, too. After all, a major element in great customer service is a line that works and call functions that are operational when consumers need them to be. When you run tests to assure these things, it is one more way to invest in excellent customer service.
These tests can be performed in ways that simulate large call volume influxes. What is the benefit of this? Your center won’t be stuck waiting until something bad happens - or until you’re in the middle of a massive jump in call volume - to know how to resolve the problem. With this testing, large batches of simulated consumer calls can be made at once, allowing your team to understand how that will impact their current systems and create workable solutions if problems are identified.
Perhaps the best part about running these tests is that issues can be identified and resolved before consumers even notice them. Network issues will never have the opportunity to negatively influence your customer service ratings if you switch from a reactive approach to a proactive one!
Regardless of the benefits that these tests can bring, doesn’t it all sound like too much work to take on? Your agents are already busy - wouldn’t adding another major task just make them overworked and overwhelmed?
Thankfully, no. That’s because today’s software designed to test call center contact numbers does so automatically. Your center can run tests in the background of other daily operations, meaning that your agents don’t have to turn their attention away from the tasks they should be focusing on. Imagine having the benefits of running those all-important tests without sacrificing agent performance! When you choose smart software, you don’t have to imagine - it’s your reality!
Instead of thinking of this kind of evaluation as work, think of it as an upfront investment in better days for your center to come. If you do this testing regularly, you save tons of time that you would otherwise have to commit to resolving issues that would go unnoticed without it.
Another big benefit of using this technology is that it performs all of these functions from within your own country. Many centers have previously had to commission people from outside their immediate service area to make contact with their facility to check connections and other factors. There’s no need for that kind of back-bending in the modern day. Today, you can let technology do the traveling for you!
For all the tools you need to test call center contact numbers and run many other important operations in your facility, give the industry experts at ChaseData a call. We have the software solutions your center needs to make the journey to excellence - and to learn just how well you’re doing along the way. Give us a call today to learn more!