End Agent Performance Solutions
Are Your Agents Reachable?
One of the most critical aspects of delivering exceptional customer service is ensuring that your agents are reachable when customers need them.
End Agent Performance Solutions
Are Your Agents Reachable?
One of the most critical aspects of delivering exceptional customer service is ensuring that your agents are reachable when customers need them.
Validate Your IVR Path From Customer To Agent
Test Your Full IVR Call Path In Each Country
Klearcom provides a comprehensive solution for testing your IVR paths across different regions, helping you understand the customer experience in each area.
Klearcom Provides True Replication Of Your Customer Experience From Start To Finish.
We ensure a seamless experience by replicating the entire customer journey, from the initial IVR experience localized within your environment to the connection and quality challenges identification.
Validating The Complete IVR Traversal
Klearcom validates the IVR traversal to make sure your customers are routed to the correct agents efficiently.
Rating Each Leg Of The Experience From IVR All The Way Through To Agent
Our platform rates each leg of the experience, providing you with the assurance that your customers are getting the best Customer Experience (CX) in the market.
We Ensure A Smooth Transition From IVR To Agent, Giving You Confidence In Your Service
Klearcom ensures that the holistic experience from IVR to answer is as smooth as possible, providing you with the assurance and confidence that your customers are getting the best CX in the market.
Klearcom Offers You The Flexibility To Benchmark And Test Every Part Of The Customer Journey.
Ensure that no matter where the customer journey starts or ends, you can benchmark and test each leg of the experience.
Are Your Agents Reachable?
One of the most critical aspects of delivering exceptional customer service is ensuring that your agents are reachable when customers need them.
Unreachable agents lead to frustrated customers, missed opportunities, and potential business losses. Klearcom addresses this pain point by providing real-time testing and assurance of agent connectivity, ensuring that your agents are always accessible to your customers.
IVR Path Testing Ensures:
- Replicate your customer IVR experience from IVR through to agent.
- Provide validation and assurance that there are no IVR jail challenges.
- Ensure that the call path is clear and the quality of experience is as you expect it to be.
End Agent Testing Ensures:
- Test voice quality from your customers’ perspective right through to your end agents.
- Automate and test, with real-time reporting on any failures across the communications chain.
- Measure and qualify your contact center provider’s service levels.
- Measure and qualify your contact center provider’s service levels.
End Agent Testing
By incorporating End Agent Testing into your operations, you gain the ability to proactively identify and resolve network and connectivity issues within your remote agent locations. This not only improves the quality of customer interactions but also saves valuable time and resources by swiftly diagnosing and addressing potential problems.
Klearcom’s End Agent Testing offers detailed reporting, enabling you to gain insights into the performance of your remote agents. It provides information on various critical metrics, including
Wired or Wireless Internet Option
Assess the type of internet connection your remote agents are using, helping you identify potential connectivity issues.
Jitter Buffer and Packet Loss
Monitor the quality of voice calls by examining jitter buffer and packet loss, ensuring a smooth customer-agent interaction.
Internet Speed
Determine the internet speed at remote agent locations, ensuring they have the necessary bandwidth for high-quality customer service.
Public IP with Location
Identify the public IP address and location of your remote agents, enhancing network visibility.
CLI at the Time of the Call
Track the Caller Line Identification (CLI) during customer interactions to ensure accurate information transmission.
Detailed Reporting
Klearcom’s End Agent Testing offers detailed reporting, enabling you to gain insights into the performance of your remote agents. It provides information on various critical metrics, including:
Why You Need To Test Your Entire Customer-To-Agent Path And Experience
In today’s global world, customers have numerous alternatives at their fingertips. They won’t hesitate to switch if their experience falls short of expectations. To ensure your customer experience consistently meets high standards:
- Manual testing is unreliable, slow, and costly due to human error and subjectivity.
- Automation is essential to test the entire customer-to-agent experience, including the last link in the chain.
The entire customer journey must be tested, including the end-agent connection, agent routing of the call, and audio quality validation. Since agents are the most expensive link in the customer journey, it’s essential to prevent issues from end to end to avoid impacting your bottom line.
