Points to Consider When Executing IVR Testing

When making use of the IVR system, an individual has to reduce the cost along with enhancing the quality of service by resolving the customer’s queries without actually interacting with the real agent. If the caller is unable to find a proper solution only then his/her call gets routed to the actual agent so that the agent can offer the appropriate solution. An IVR system comprises of a complex infrastructure, varieties of telephony equipment (like a telephone cable and USB telephone board), database, and network, to name a few. For the most effective IVR menu testing, here are a few key considerations that needs to be made.


Verification process

With the emergence in technology, fraudulence cases are also going high. Therefore it is crucial to test that the IVR application is free from any major/minor security loophole. An IVR application must check the authenticity of the caller by asking security questions like DoB and 4 digit PIN code. This process or verification changes based on the IVR application that is in use. 


Call transfer or call routing

For a IVR system to work in an effective manner, it is necessary to test and make sure that the call is transferred to the correct agent. There are various agents present for different areas and they are pros in their specific area.


Dual-tone Multi-frequency (DTMF) Input 

It is an effective method to provide input to the IVR system. DTMF inputs are provided by making use of the digits 0 to 9 and at few time * and # from the phone keypad. For each menu and sub-menu, a caller has to input a combination of DTMF inputs and it is a complicated task to every individual input input in each menu and sub-menu. For testing the IVR application, it is essential to test if the IVR setup identifies all the DTMF inputs properly and with regards to the DTMF input the IVR system is providing the right information to the caller or not. 

Consider the points mentioned in this blog post and make sure use service of a renowned company such as Global Telecom Testing to make the whole testing process a hassle-free activity.

Location: United States

Comments

Post a Comment

Popular posts from this blog

How Does A Toll Number Help Your Business?

If you’re a business owner who sells services, chances are you have come across situations where you had to put a customer on hold to attend another customer on call or in person. And, in the struggle to attend and please every customer, you had to face consequences.  In most cases, customers call the owners to ask common questions like “Are you open?” or “What hours are you open?” Though answering such questions is quick and easy, it costs you your valuable time. Since you’re obliged to attend each customer with patience, for your business growth and profit, it’s important to seek ways that are beneficial for both your business and customers.  One workable way to answer everyone’s query is via free toll numbers, dedicated to your business. Not only this will serve customers with answers but also help you focus on things that are more important for your business.  If you’re still looking for more reasons to get a toll-free number for your business, keep reading below: It’
Read more

Why Phone Number Verification And Testing Are Necessary For Businesses

Image
Not many businesses understand the characteristics and benefits of checking toll and toll-free numbers, including such contact centers. They make the mistake of focusing entirely on their solutions for monitoring software and not testing their numbers for audio quality. The benefits of mobile number checking are presented below. There are a number of service providers who can provide you with a free phone number for verification to ensure that your number is working fine. Instantly resolving the issues In current times, when there are plenty of internet services, consumers have a variety of options already. And you should not expect a client to call you one more time to complain about such a problem because of this fact. Customers can turn to another network operator directly. A successful telephone number testing tool offers warnings for any problem, helping to fix the problem before any trouble is faced by the customers. Operational lines stay uninterrupted The key thing about you
Read more

Comprehensive Guide to How a Mobile Network Works

Image
A mobile network is basically comprised of a web of base stations, where each base station covers a delimited area (also known as cell) and routing communications as radio waves to and from the terminals of the users. Mobile communications adhere to the general principle      of telephony, which is connecting two remote users via a network equipment of an service operator. However, contrary to fixed phones, for a mobile network, it is nothing else but radio transmissions that make way for the final link. The mobile telephone of the user communicates through the air with an antenna present in the base station antenna. This, in turn connects to the operator’s central exchange, which is a computer system. To make a successful communication, a mobile user needs to within the range of base stations. This has a limited range, and spans only across a small area around it (also known as cell). To extend across the maximum territory, you need to ensure that the users are always able to make ca
Read more