You are a Call Centre

There is an increasing proliferation of new technologies in call centres. The quality of customer relations now includes a digital dimension, which is present at all levels and is just as important as the human dimension.

ip-label’s vocation is therefore to give companies the opportunity to test the digital quality of their customer relations in real time, objectively answering questions such as:

Is the interactive voice server always available? Is/are the DTMF sequences recognition and/or voice recognition always fast and reliable?

Is the time taken to connect to a call centre via the ACD system fast enough (independently of the availability of call centre advisors themselves) ?

Was the voice quality of the exchanges between customers and call centre advisors satisfactory? this depends on the various telecoms networks used for routing incoming and outgoing calls to and from the call centres. In particular, for offshore call centres, communications will, more often than not, be routed via long-distance IP networks on which the streams are compressed for reasons of economy, so this may have an impact on voice quality.

Do the CRM application access times match the customer request processing time objectives? Call centre advisors must, in fact, be able to log in and retrieve customer data before they can process customer requests.

How can we ensure that outgoing SMS calls are reliably routed within a suitable timeframe?

Thanks to ip-label solutions, the managers of call centres can have a comprehensive status report, so that they can assess and test the quality of all aspects of customer relations.

Customer References

WebHelp, TechCity

In partnership with 01Net in France, Computable in the Netherlands, Datanews in Belgium and PC Actual in Spain, ip-label produces a weekly benchmark of the performance and availability of digital services in the following sectors: websites relating to e-commerce, CAC 40, e-administration, portals, online banking, e-media, health, Triple Play and hosts.

To access the benchmarks

ip-label is also involved, in partnership with TechCity, in the TMCC awards, an annual gauge of technical support performance measurement.