The IVR can be highly complex for large enterprises, particularly those that serve customers around the world. It takes a carefully planned and flawlessly operating system to route callers to the correct department, language option, or even queue based on input. When the call routing breaks down, it creates chaos – frustrated customers, wasted agent time, and increased operational costs. For a big multinational company with a complex global support center, this was a significant obstacle.
Problem:
GlobalConnect Services handled support inquiries from dozens of countries, requiring multilingual and cross-product line support. Their sprawling phone tree, which serves as their core IVR system, was made to route consumers according to their product category, location, language preference, and customer status. However, calls that were misrouted were being reported to GlobalConnect Services regularly.
Customers were abandoned completely after making a decision, or they selected technical help but ended up in billing, or they selected English but were routed to the Spanish line. Significant consumer frustration resulted from these mistakes, which also required several internal transfers and increased average handle times (AHT) for agents who had to reroute callers who had been misrouted. It was nearly impossible to test such a large and dynamic phone tree (IVR) manually because it was prone to human error and could not reliably cover all possible paths. For customer support lines, they required a reliable call routing verification system.
Solution:
GlobalConnect Services implemented Phone Number Monitoring‘s robust capabilities specifically for call routing verification for customer support lines. They leveraged the phone tree (IVR) testing automation because they understood the scale and complexity of their IVR. Automated test scripts were developed to systematically navigate each path within their complex IVR tree in place of manual checks, simulating the decisions a real caller would make for each department and language option.
Using the multi-location phone service testing platform feature of the service, the automated system was set up to dial in from several geographic areas. This was necessary to guarantee that routing rules depending on the location of the caller or the originating number were operating properly everywhere in the world. Every test call confirmed that the call was correctly routed to the specified endpoint (such as a particular agent queue extension, an alternate IVR branch, or a hang-up point) following a certain sequence of menu selections. The system was made to detect call setup failures on business lines that happened during the routing process and provide precise information about the location of the routing error.
Results:
The immediate impact of deploying the automated routing verification was striking. Numerous incorrect routing rules, faulty DTMF (touch-tone) recognition problems at particular IVR nodes, and configuration errors that had been generating the misrouting issues were swiftly and persistently revealed by the automated tests. Tests showed, for example, that changes made to one language path had unintentionally disrupted routing in another, something that manual spot checks may easily overlook.
The IT and telecoms teams at GlobalConnect Services were able to quickly identify and address the root causes thanks to the comprehensive failure records that the monitoring system supplied. Subsequent automated verification tests after the modifications were put into place verified that the routing accuracy had significantly increased, reaching a certified 99.9% accuracy rate across all tested paths.
Their entire support activities were impacted by this notable increase in routing accuracy. Customers were instantly connected to the right agent, which resulted in a significant improvement in first-call resolution rates. Agents were able to concentrate on real support issues and increase overall operational efficiency by significantly reducing the time they had previously spent managing and transferring misrouted calls. To guarantee that their global customer is consistently directed correctly, GlobalConnect Services now depends on ongoing automated IVR testing services for routing verification, especially after any IVR configuration changes.
