GoResponse Telephone Answering Service Staff

Regular IVR testing important for call centres

Depositphotos_131139724_m-2015Consumer options when contacting a call centre have grown substantially over the past few years, with interactive voice response (IVR) transforming the industry. Now, consumers can call telephone answering services and immediately transition to an IVR that is capable of carrying out many functions, from routing people to the right agent to offering self-service options. However, it is essential to regularly test IVR; companies that fail to do this face a potential negative impact.

One of the most important times to test IVR is in the lead-up to a traditionally busy period, such as January. However, call centres should also check their IVRs routinely to ensure they are in working order.

First, load testing should take place. Under this scenario, companies can increase the levels of traffic on a system to ensure that IVR will not fail when faced with high volumes of traffic. Stress testing also takes peak periods into account, but it measures functionality under extreme levels, including both maximum call arrival and maximum concurrent calls. After systems have endured the rigours of high traffic, call centres should conduct soak testing, which runs the IVR for extended periods of time to identify possible performance and stability issues.

Conducting these tests might seem like a low-priority task, especially during times when IVR is working well and coping with traffic levels, it is vital that organisations continually check a solution’s maximum capacities. This means that when peak season arrives, call centres will not suddenly be faced with a failing IVR and an increasing number of unhappy consumers.

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