No one has to Testing Reactively convince call center executives of the value of achieving a high bar of customer experience. Regardless of your industry, if you’re running a call center, CX is your bread and butter. Your ability to deliver in this area dramatically affects your bottom line.
Still, when you look at the costs of what it takes to reach that high bar, you might pause. Surely there’s a shortcut, right? Will it really pay off to go all the way to make sure our CX reaches its full potential?
As is always the case with any decision about how to invest your business’s resources, it’s not really about what it costs to get where you want to go. It’s about what it will cost if you don’t do what it takes to get there. And for call centers, the cost of relying on outdated, reactive testing methods is far greater bulk sms spain than the cost of becoming proactive.
Paying for CX Assurance
There’s no way Testing Reactively around it. Achieving true CX assurance carries a significant upfront cost. Many call centers still rely on legacy tools and infrastructure, and roughly half have yet to transition their operations to the cloud. For many, years of growth and acquisitions mean 6 effective social media content ideas with examples they’re working with a cluttered mess of IVR systems.
Not only that but the methods they rely on for testing those systems are typically built on manual labor and processes. As a result, the volume and frequency of testing are nowhere near what they need to be to ensure a strong customer experience.
A call center in this situation may have no idea how extensive its customer service issues are because it isn’t testing or monitoring the IVR environment enough to get a complete picture. To change this requires a substantial investment — likely tens or hundreds of thousands of dollars, australia data depending on company size — in cloud migration and continuous, automated testing and monitoring.
Those big numbers can be scary. But, again, it’s not fundamentally about those numbers. The real question is, what will it cost you if you don’t go there?
The True Cost of Staying Reactive
When you’re dealing with thousands of customers all over a continent — or even the globe — there are plenty of things that can go wrong. Poor voice quality misrouted or dropped calls, and outdated menus are just a few common issues that can cause serious problems.