GoResponse Telephone Answering Service Staff

Voice biometric software needs careful testing before use

Voice biometrics are increasingly being used in call centres, providing agents with a way to instantly identify a caller and determine the range of follow-up services they may need.  Like any software solution utilised in telephone answering services, it is important to have some way of using the biometric to ensure that it is having a positive effect on customer service level.

For any call centre wanting to include voice biometrics in their customer service approach, a number of steps must be taken.  These include assessing current networks, testing the performance of voice portals and then moving onto application, regression and end-to-end testing.

One of the most important things to remember is that voice verification technology requires call centres to have a strong infrastructure.  It is vital that baseline performance is checked for signal distortion and background noise; otherwise new voice software may not work at all.  Once this initial IP testing has been completed, telephone answering services can move onto ensuring that the actual software itself does not cause problems such as echoing or jitters.

After this stage, companies must take time to conduct application, regression and end-to-end testing to ensure that the system works thoroughly before it is rolled out universally across a call centre.  Voice biometrics can give great flexibility to consumers, improving their experience and helping companies to bolster their branding.  However, adequate testing is a must before forging ahead.

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