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Empirix Survey Reveals Companies Do Not Proactively Test Customer Service Systems
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Empirix Survey Reveals Companies Do Not Proactively Test Customer Service Systems

 
August 21, 2013

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  By Calvin Azuri, TMCnet Contributor
 


An Empirix (News - Alert)-sponsored survey on LinkedIn revealed that not many companies invest in proactive testing of their customer service systems. The survey included responses from around 1,000 technical professionals across the world. Managers and executives across various industries were asked to respond on the strategies to assess the customer experiences before upgrading their information systems, telephony and IVR systems.


The responses from the survey reiterated that very few companies preempt the need to proactively measure the effectiveness of their infrastructure and applications. The survey revealed that around 20 percent of the companies wait for customer’s complaints before investing on upgrading their architecture while 62 percent rely on their employees to randomly assess the performance and report any glitches. Unfortunately, only 18 percent deploy automatic testing tools for consistent and reliable data to assess their infrastructure performance. The survey also revealed that nearly 68 percent of the companies never conduct any assessment for the quality of voice in the contact center set-up.

In a release, Tim Moynihan (News - Alert), vice president of marketing at Empirix, said, “The survey identified a huge disconnect between investing in customer service technology and knowing how to realize the maximum return on that investment. Companies are committing significant sums to purchasing the hardware and software, but they're not viewing quality assurance as part of the equation. There seems to be a lot of talk about superior customer service, but this survey shows an inconsistent approach to testing and monitoring these systems.”

To derive maximum returns from investments on customer service architecture, organizations need to focus on pre-deployment testing and continuous monitoring. The systems which fail to deliver on the required output with call dropping, incorrect call routing and poor voice quality lead to customer dissatisfaction, which may cost an organization very heavily in the competitive business environment. The survey also revealed that around 31 percent of companies invest in contact center monitoring though almost 45 percent of these companies still employ manual methods.




Edited by Rich Steeves
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