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IQ Services provides a wide array of contact center testing services, including tests of business solutions. Think of us as the people who test the things that make communications and their embedded technologies work, including:
At last, you have a reliable way to know your outbound systems are working the way you designed them to work and that your Predictive Dialer systems comply with FTC rule 16 CFR Part 310. With Outbound/Predictive Dialer System StressTest(TM), IQ Services becomes the recipient of your outbound campaign. We deliver a thorough report of the results of each call received and actionable data about a wide variety of performance indicators including: retry attempts and intervals; wait time from "hello" to outbound agent connection; screen pop verification; nuisance rates; and other conditions. In addition to reports, you receive expert test preparation guidance and invaluable real-time feedback to help you observe, tweak and verify system performance during the actual test.
IQ Services empowers you to deliver meaningful information to your customers through your proactively-tested outbound and predictive dialer solutions. Contact IQ Services at 612-243-6700 or info@iq-services.com for more information.
What performance do your customers encounter when they use your speech recognition system during high-traffic periods? Are there lengthy delays? Are calls being transferred to a live agent for no apparent reason — or worse, are calls being dropped? Using proven methodologies, IQ Services tests key speech recognition performance criteria, including response times and the nature of each response to an utterance. Our sessions offer large volumes of calls, with each call providing spoken inputs that exercise your system at or above the expected velocity of utterances. Through multiple test cases and carefully controlled calling activity, thresholds and limits of capacity are identified and quantified. If confidence scores fall under high-traffic conditions, our testing can be set to respond appropriately to system re-prompts, such as "I think you said..." or "I'm sorry, I didn't understand." IQ Services' reports identify all pertinent performance information and highlight issues, if they exist. As with all our tests, IQ Services relies on telephone calls launched remotely and connected through the public telephone networks — and inputs that are typical of those of your callers. Once any corrective actions are taken, another IQ Services test will validate their effectiveness. Our final report will provide you with confidence that your speech recognition system will perform well under low-traffic and peak-traffic conditions. Telephone line echo and echo cancellation effectiveness IQ Services offers proven capabilities and extensive experience in testing for the effects of echo on the recognition process. To help you determine the presence of far-end line echo and the effectiveness of your echo cancellation algorithms, we use real telephone calls launched from IQ Services' remote location over the public telephone networks. Our calls offer selected utterances at carefully controlled points during the test. By comparing the recognition scores on many telephone calls that offer the same utterance at different times, you can determine the impact of echo and the effectiveness of echo cancellation on your system's performance. We can also work with you to set up a test sequence that involves turning echo cancellation facilities on for some calls and off for others to help further quantify their effectiveness. A detailed IQ Services report identifies potential issues. And, following your corrective actions, we test to validate their effectiveness. A final IQ Services report will create confidence that your speech recognition system will perform without the handicap of echo. Contact IQ Services at 612-243-6700 or info@iq-services.com for more information. Top Voice over Internet Protocol (VoIP) IQ Services provides the real-world tests that determine how well your VoIP networks will measure up — in the eyes of your customers. As you deploy Voice over Internet Protocol (VoIP) networks, you may find measuring technical performance to be relatively straightforward. But determining how performance — or lack thereof — affects everyday users can only be measured with real telephone calls that simulate the production environment. Based on the configuration and use of your VoIP network, IQ Services can define the most effective testing techniques and devise a plan that includes real voice telephone calls, real modem telephone calls and real browser transactions. Then we can:
Contact IQ Services at 612-243-6700 or info@iq-services.com for more information. Top Performance Assessment Services Only through a comprehensive assessment of your contact center's performance can you accurately determine whether to evolve contact center processes and systems to provide faster, better, and more economical delivery of services to users. Look to IQ Services for economical, but comprehensive assessments of your contact center's load-handling capacity and service-level availability. Our performance assessment is straight forward. We exercise your contact center with real voice calls, Web browser transactions, e–mail messages, and fax/modem calls – and we collect detailed data throughout. Then we provide detailed data on your mission critical technologies and specific understanding of the performance of your automatic call distribution, interactive voice response, computer–telephone integration, management reports, call routing, screen pop, speech recognition, text–to–speech, VoiceXML, VoIP, and other advanced technologies. Load Handling Assessment To assess load–handling performance, IQ Services launches real test transactions at a rate of hundreds or thousands per hour during an off–peak time to your contact center applications. These telephone calls, browser transactions, email messages, or fax/modem calls perform regular user activities to measure the responsiveness of the user–facing services under high–load conditions. For example:
IQ Services experts will work with you to identify the key elements and components of the contact center that influence the recommended assessment process and the cost of a load–handling assessment. Service–Level Assessment What are your contact center customers experiencing? Our service–level assessment will tell you what your customers may not. Here's how our service–level assessment works: Over a period of one week, IQ Services launches real test transactions at a rate of four per hour into your self–service applications. These telephone calls, browser transactions, email messages, or fax/modem calls perform regular user activities. As they do, we measure the availability and responsiveness of your user–facing services. For example:
IQ Services experts will work with you to identify the key elements and components of the contact center that influence the recommended assessment process and the cost of a service–level assessment. Our performance assessment services provide hard data on contact center performance — the foundation for ensuring a quality user experience. Contact us to discuss assessing your contact center's performance. Contact IQ Services at 612-243-6700 or info@iq-services.com for more information. Top Agent Training IQ Services provides a thorough, yet economical, training environment for contact center agents that prepares them to use the workstation properly, answer calls and get the information quickly — and build customer satisfaction. Our training is real world: When completed, agents know how to respond to real customer calls. It is designed either to improve agent skills or evaluate trainee performance. IQ Services sets up live telephone calls based on actual calling experiences provided by your training department. We also work with your training department to determine a reasonable time for an agent to complete each of the call scenarios. Testing begins when IQ Services offers live calls to agent workstations and the agent enters an ID. A scenario is offered to an agent requiring a response from the agent. When he or she completes each call, IQ Services hangs up and continues the process until the training or evaluation is complete. The length of training is set by the training department. Through the training, IQ Services will determine:
Studying manuals or sitting through classroom training won't give your agents the real-world experience they need to be effective. Only real-world, hands-on experience can make them truly ready for the first call. Look to IQ Services to sharpen their skills before your valuable customers put them to the test. Contact IQ Services at 612-243-6700 or info@iq-services.com for more information. Top Home |
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