The CX factorThe standard customer experience (CX) is dead, long live the tailored customer care! As many products and services become comparatively homogeneous, stellar customer support is now an essential differentiating factor in a crowded market.

Customer experience has the power to curate the full 360° perception of your business, including engagement from the very first interaction to the very last. It is more than just a response to customers’ problems. CX is an opportunity. Whether it is in sales and marketing avenues or in deepening brand loyalty – this is the portal.

The Facts

The customer experience data is clear: 91% of business buyers and 86% of consumers are as concerned with customer experience as the product/service range a company offers. To add onto that, 78% of respondents in a Salesforce survey admit they are willing to overlook a mistake if they have excellent customer service experiences. Another 71% confess that they have purchased a product or service because they were impressed with the quality of the customer care they received.

In the battle to deliver the optimal CX, there is no aspect that can top the importance of voice quality. If customers have difficulty engaging because of the echo, jitters, high latency or complete break down of communication – then the service has failed to tackle the first and most fundamental customer engagement hurdle. Irrespective of all the other CX bells and whistles, it’s vital that we get back to basics and push voice quality to the top of our agenda.

Improve Your Live Performance

Call quality testing is the key to guaranteeing optimal voice data transmission. Let’s take a look at some of the test types you can run to ensure your customers have the best possible experience with your service.

Connection Speed Test

The first step to resolve any voice quality issues is to double check your connection. Make sure that your device is connected to the internet, and if so proceed to carry out a quick speed test to check if there’s enough bandwidth to carry out VoIP calls. There are multiple free tools available, one of the most common ones available for free is provided by Speedtest.

Spearline offers a voice quality test that helps you replicate your customer’s call and generate objective, industry-standard audio quality PESQ scores from it. Armed with this information, you can make more informed call-routing and carrier-sourcing decisions while ensuring a quality customer experience with your service.

Latency Test

The latency test measures the time between when your customer speaks and when they are heard. It can be caused by low bandwidth, wrong codecs, and outdated hardware.

Conference Test

By replicating your customers’ conference call connections, you can pinpoint any functionality issues. Amalgamating the conference call forwarding and standard conference testing helps you to identify any possible call or voice quality degradation, whether it be on your or your customer’s network.

SIP Route Test

Configure SIP trunks with the trunk name, termination gateway, and dialing options directly from the numbers module on the Spearline platform in real time. You can test routes across multiple carriers and compare their performances to make better trunking decisions.

The Experience of a Lifetime

When it comes to customer support and services, the significance of voice quality cannot be overstated. It is recommended to take a holistic approach to testing and monitoring voice quality. Testing your setup is an essential first step in overcoming any issues during customer calls. 

If you are looking for an all-in-one testing kit – Voice Assure suite could be just right! You won’t have to wonder what the CX reality is, you can simply replicate it and build your infrastructure around the granular testing and monitoring data you receive. You can also listen to high quality test recordings, and export any data you wish from your personalized dashboard. Spearline can be integrated with your existing IT Service Management (ITSM) systems using emails, webhooks or Simple Network Management Protocol (SNMP), so everything you need is at the touch of a button.

About Spearline:

Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and fax services. Our latest WebRTC products offer testing, monitoring and support for web-based communications. We work globally across business sectors, supporting contact centers, conferencing services, and more to successfully connect with their customers and employees. For further information, or if you have any further questions please get in touch.

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