What do Formula One cars and your IVR have in common?
What characteristics do Formula One cars and its IVR have in common? Well, at first glance, not much. These miracles of modern engineering are the perfect amalgamation of man and machine. A union forged based on blood, carbon fiber, sweat and desire to reach the upper limits of what is mechanically and humanly possible. They are bred for speed! In a sport where glory or oblivion is decided by fractions of a second, speed is an absolute priority. But speed, in this case, is not just a function of sheer power. It’s a combination of advanced aerodynamics made possible by some of the brightest engineers on the planet, emerging neoteric software, and a spirit of sustained innovation that allows these cars to reach speeds of 372 kilometers per hour (231 miles per hour). So what do Formula One cars and your IVR have in common? Much more than you think.
Just like you and your company, Formula One teams rely on an often complex set of systems that work together to achieve a common goal. Steering, braking and fuel systems that communicate almost seamlessly with each other allow the driver to traverse world-famous racing venues like the Yas Marina Circuit in Abu Dhabi, arrogantly defying the laws of physics. Similarly, companies rely on innovation and adaptation of the latest technologies to give their teams an advantage. But, complex systems or even simple systems are vulnerable to breaks, outages and failures. To address vulnerabilities, a test, tune, and refine procedure must be implemented. Testing and tuning should not be viewed through the lens of a luxury afforded to those with big budgets and large IT departments, but rather as a best practice made possible by emerging technologies and economies of scale.
IVRs are just one of many interconnected technologies that many businesses and most contact centers rely on to achieve short- and long-term goals. They are often the centerpiece of a company’s contact strategy and tie the communication between the customer and the company together. IVR systems can be implemented to facilitate payments and banking services, and are widely used for mobile shopping, retail ordering, or to help businesses respond to routine inquiries more efficiently. Some of the main benefits of IVR include increased accessibility and increased customization leading to better customer service and ultimately a better company reputation. However, IVR systems impose technological constraints on businesses, making it essential to test and tune interactive voice response.
In fact, IVR system testing is a critical part of the design process, ensuring the end user can receive quality support while minimizing the need for human interaction. IVR tests include system functionality tests as well as performance tests under error conditions. Audio testing, for example, can help ensure that the machine’s ‘speech’ is clear and audible to the person on the other end, maximizing the efficiency of the IVR. Additionally, database testing can help companies ensure that their IVR system allows users to retrieve the correct information at every point (so customers can receive an accurate response to their query). Language diversity testing is also essential, especially for more advanced IVR systems that allow input in multiple languages. Additionally, automated IVR testing can help a system successfully emulate human behavior so that the caller can feel like they are actually communicating with someone else.
Formula One teams regularly test critical components in preparation for race day. For example, brake dynamometer testing is used to test brake pads, discs, and calipers beyond the most extreme conditions expected. Failing the test can have critical consequences, as drivers rely on its carbon fiber brakes to slow from 124 miles per hour to zero in just 2.9 seconds. While not life-threatening, failure to prove your IVR can have serious consequences for your business.
1. Loss of income
If your business relies on customers calling to order a product or to help guide them through the sales cycle, failing the test can result in immediate loss of revenue. Customers are picky, if your IVR fails to connect them with the right person who can help them complete the transaction, they are much more likely to call a competitor.
2. Reputation
A company’s reputation is critical to its survival. Consumers need to trust and be assured that you can deliver a high-quality product or service at a reasonable price. A failing IVR can erode the preferences of discerning consumers by delivering a less than optimal sound quality experience or failing to complete the call completely. This again erodes consumer confidence and drives potential customers to consider alternatives.
3. Exacerbate customer service problems
Customers want what they want, when they want it. If a customer requests support for a major issue and can’t connect, or doesn’t know how to use your IVR’s complex customer journey map, relatively small issues can become unwieldy. Customers want things easy. This is why many companies use words like “easy to use”, “low effort” and “fast” in many of their marketing campaigns.
Companies are rapidly evolving in hopes of keeping pace with consumer preferences. This evolution has posed a tremendous degree of complexity and opportunity for contact center technology and leadership in particular. As customer demands in terms of support requests increase in complexity, an organization’s technology must be needed to bear the full brunt of those demands. An IVR system can be an extremely useful tool when it comes to providing an excellent level of customer service, improving customer interactions and automating and simplifying routine processes. However, for such a system to be successful, testing must be considered an important part of the strategy for any Contact Center Executive. IVR testing can ensure that the system will provide accurate information to customer inquiries and improve the overall quality of your customer service.
In Formula One, teams expect the unexpected. Unforeseen circumstances such as weather, mechanical or driver errors create highly disconcerting and risky environments. How do teams mitigate these known risks? Tests. Testing critical tires, communication systems and fueling systems help teams stay ahead on race day. Similarly, testing your company’s integrated systems like IVR can help mitigate customer churn and increase customer lifetime value, giving your organization an edge in an increasingly competitive environment. To learn more about IVR testing and how we can help, click here or leave your email in the comments section below.