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Why in-country calling is key to IVR testing

If you're wondering how to choose the right IVR testing solution, and you're unsure of how to distinguish between several vendors who claim to provide the same service and assurance, this is the article for you.

Some basics about IVR testing:

IVR testing is the process of verifying the quality and functionality of an interactive voice response system, which is a technology that allows callers to interact with a computerized system through voice or keypad inputs. IVR testing is essential for ensuring that the system meets the expectations and needs of the callers, and that it provides a positive user experience.

What most IVR testing vendors won't tell you, but you need to know...

As the headline not so subtly suggests, a key differentiator (but not the only) you should look in a vendor is whether they actually use in-country calling to test your global network of toll-free numbers and IVRs.

In-country phone calls are calls that originate from and terminate within the same country or region where the IVR system is deployed.

The most basic reason is that you can't call a toll-free number if you're not calling from a domestic phone number, and while many claim to do this, the fact is that is often not the case.

Instead of actually calling a live number, a simulated/fake call is made to a pre-installed prompt (PESQ) and often the testing stops when the call connects. The problem is that if you're not testing the actual number, or traversing all the IVR options until you reach the end-agent, you're not actually testing the quality of your full customer experience, are you?

If you're using a number or IVR testing service today, this probably rings a bell, pardon the pun.

Have you done your due diligence?

It's a very good idea to make sure your current- or future IVR testing vendor are not:

- Using synthetic or simulated calls instead of real calls from actual phone numbers

- Testing only from one location or network, ignoring the variations and challenges of different regions and carriers

- Testing only a subset of the possible scenarios and paths that a caller can take, missing potential errors or issues that may arise in other situations

These pitfalls can lead to inaccurate or incomplete results, and may fail to detect problems that can affect the performance and reliability of the IVR system. Therefore, it is crucial for IVR testing that the testing is made through in-country phone calls and that you replicate the call flow exactly as the caller experiences it.

What you should look for in an IVR test vendor

Choose a vendor that can provide global in-country calling capabilities, and test from carrier to IVR to end agent.

By using in-country phone calls for IVR testing, you can ensure that you are testing the IVR system as it is actually used by your customers. They reflect the real conditions and environment that the callers face when they use the IVR system.

For example, in-country phone calls can capture:

- The quality and clarity of the voice prompts and responses

- The latency and delay of the voice recognition and processing

- The accuracy and consistency of the speech recognition and natural language understanding

- The compatibility and interoperability of the IVR system with different phone models, networks, and carriers

- The compliance and adherence of the IVR system with local regulations, standards, and cultural norms

Hope you enjoyed the post.

Ps. Let us know if you have any questions or would like to have a look at the only Toll Free Number and IVR testing platform that tests end-to-end, and provides the worlds largest in-country calling coverage.

Get in contact with our team to start testing today!!

INTL: +353 1 5256748

USA: 18669866016

or visit our website to book a free trial.

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