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 & End Agent Testing
Delivering a consistent customer experience requires visibility across every stage of the customer journey, from the first IVR interaction through to the final conversation with an agent. Klearcom validates the complete path to ensure quality, reachability, and performance at every step.
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 the call path is clear and the quality of experience meets expectations.
End Agent Testing Ensures
- Test voice quality from your customers’ perspective through to your end agents.
- Automate testing with real-time reporting on failures across the communications chain.
- Measure and qualify your contact center provider’s service levels.
End Agent
Testing
Validate agent reachability, connectivity and voice quality from the customer perspective to ensure every interaction reaches the right destination with optimal performance.
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 visibility across critical metrics including connectivity, voice quality, latency, packet loss, jitter performance, and overall customer experience delivery.
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 provides detailed reporting and actionable insights into the performance of your remote agents, helping teams quickly identify and resolve customer experience issues.
Gain visibility into key performance metrics including internet connectivity, voice quality, latency, packet loss, jitter performance, public IP location, and overall customer experience delivery. With real-time reporting, teams can proactively identify issues and maintain optimal agent performance.
Why Test The Entire Customer-To-Agent Journey?
In today's competitive market, customers have more choice than ever before. If their experience falls short of expectations, they can quickly switch to an alternative provider. Maintaining a consistent and reliable customer journey is essential for protecting both customer satisfaction and revenue.
Manual testing is often unreliable, slow, and costly due to human error and subjectivity. Automated testing ensures every stage of the customer journey is validated, including IVR navigation, call routing, end-agent connectivity, and voice quality. Because agents are often the most expensive part of the customer journey, identifying issues before customers experience them helps protect both service quality and your bottom line.
