If you run an international company with toll and toll-free numbers, detecting deficiencies in telecoms networks can present many complexities.
To counteract this challenge, international companies across financial services, pharmaceutical, travel, and retail need to proactively perform number testing to uncover telecom networks blind spots.
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This is a key consideration due to issues such as time-zones, language barriers, etc., that all contribute to increased blind spots. It’s important for leaders in these organizations to regularly test for connectivity and audio quality. This is to ensure telecoms infrastructure performs to the highest standards.
When a phone number fails, it leads to quite the predicament for enterprises. This is because in many instances, organizations aren’t aware of the issues until after they occur. Data on poor service quality and interruptions are not the kind of data service providers retain.
While this makes sense for telecoms providers, it doesn’t quite cut it in a contact centre environment. That is, unless, these organizations test their phone numbers. Which is precisely why proactivity is key for large enterprises.
Detect Issues Before Your Customers
Enterprises that rely on their customers to tell them when they experience downtime leave themselves wide open to customer complaints and high rates of customer churn.
Time and time again, research shows that only 1 in 25 unhappy customers will complain directly to you. Being reactive does not work in the case of contact centres.
What’s more, dissatisfied customers tell twice as many people about their negative experience than happy customers do about their positive experience (CCMC).
Multinationals that proactively test their phone numbers can learn the root cause of problems. This is because they have access to call detail records and exact timestamps.
If everything goes well, organizations replicate the exact customer experience and the call path for more accurate results in the future.
Monitor Your Most Important Assets – Your Network, and Toll-free Numbers
Number testing is not a replacement for network monitoring. On the contrary. The duo in fact work in harmony together. Network monitoring extends the visibility of everything on SIC (standard industrial classification) codes. Outside of that network, there’s a blind spot.
When a number is down, customers know about it. However, the organization that has this number isn’t aware of the issue. When companies don’t treat their numbers as assets, their customers experience a negative impact.
It’s essential that multinationals view their customer-facing numbers as assets. Organizations spend millions building contact centres and millions monitoring them. Things can still go awry when numbers that have minimal costs to rent go down.
Test Your Numbers to Uncover Telecoms Networks Blind Spots
Only by testing international numbers can companies identify where the issue(s) resides. Spearline issues alerts to the appropriate team in real-time, complete with CDRs. This in turn means that valuable engineering resources aren’t wasted and generate dozens of superfluous tickets.
Furthermore, the cost of dealing with the outages is minimized.
This blog post has been re-published by kind permission of Spearline – View the original post
To find out more about Spearline, visit their website.
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.