The Value Of IVR Testing Your Business + An IVR System = Successful Customer Service

The art of service revolves around availability, tailored solutions, and taking ownership of a customer’s needs. However, the most important factor is availability since all other aspects hinge on this parameter. IVR testing can help you take 100% ownership and provide the customer service every successful business is looking to achieve.

In the Financial Industry, for example, 24/7 availability is an absolute must, and this level of operation would not be possible without using an IVR system. Such dependency on one system elevates its importance and increases the demand for proper functionality, maintenance, and proactive measures.

“TelcoAlert is not a fix-it service, but rather a help us keep it from breaking service. They are a Godsend that provides peace-of-mind, quick notification of issues, and reduces troubleshooting and repair times.”

Solving unique IVR challenges with scalable solutions

In a word, the interactive voice response (IVR) system revolutionized how a business interacts with its customers and redefined customer service availability. To that point, it also created service needs previously not required. Here is where IVR testing and monitoring come in.

“With a compound annual growth rate (CAGR) of 6.83% during the forecast period, the IVR market expects to increase in value from 3.73 Billion (2017) to 5.54 Billion by 2023, Globally, according to Markets and Markets research.”

The Value of IVR Testing

IVR testing and monitoring are essential tools that monitor and test an IVR system. IVR testing is the most effective method of discovering issues in your IVR system before they become customer-facing issues. The methodology can be as simple as using a simulated call to confirm the system is active and answering calls or more complex.

These more complex testing methods gather system data that represents the performance of a system based on specific key performance indicators.

Regardless of complexity, IVR testing provides:

Real-time system alerts

The ability to be proactive

An increase in response time

A reduction in troubleshooting time

A reduction in repair time

A reduction in downtime

Increases reliability

The ability to improve customer service

A reduction in operating costs

Peace-of-mind

Improved customer relationships

The ability to ensure proper system functionality

The tools to increase productivity

Enhanced customer service

Enhanced customer satisfaction

Improved customer service department efficiency

The Benefit of IVR Testing and Monitoring

Testing helps to maintain customer service by ensuring proper system operation

Testing helps to retain customers by helping to maintain system functionality

Testing improves business operations by increasing the productivity and efficiency of customer service representatives

Load or Stress testing ensures system capabilities under a worst-case scenario

Testing provides cost savings by ensuring the system is working, which allows agents to handle more urgent or critical customer issues

The benefits of using IVR systems in your Business’s customer service approach have a wide array of advantages, all of which affect a company’s bottom-line either directly or indirectly. Therefore, it is understandable how IVR testing can have an equal overall effect, for example:

The TelcoAlert Advantage

TelcoAlert’s suite of proactive IVR tools focuses on putting as much control in our customer’s hands as possible. We make the process seamless, and since our service is hosted, it removes the need for you to purchase extra hardware or software. Our self-service approach allows you to quickly obtain 24/7 monitoring services that ensure customer service availability and customer satisfaction.

Our IVR Monitoring detects:

Busy lines

Telephone circuits that are down (failure to route calls)

IVR system answering capability

Incorrect IVR messaging (high load/operator errors)

Unsuitable feedback from menu prompts

Premature call termination or system hangups

Degradation in voice/speech quality

Silence or extensive delays with your IVR system

IVR menu tree navigation functionality

Issues with Text-to-speech functionality

IVR-related backend web call is functionality

If you have questions or you’re ready to take advantage of TelcoAlert’s IVR testing and monitoring, please don’t hesitate to contact us.

 Filed Under: IVR Testing
 Tagged With: IVR Benefits, IVR Monitoring, IVR Testing

  June 28, 2021 by Randy