What do Formula One cars and their IVR have in common?
What characteristics do Formula 1 cars and their IVR have in common? Well, at first glance, not much. These miracles of modern engineering are the perfect fusion of man and machine. A union forged of blood, carbon fiber, sweat and the desire to reach the upper limits of what is mechanically and humanly possible. They are bred for speed! In a sport where glory or consignment to oblivion is decided in fractions of a second, speed is the top priority. But speed, in this case, is not just a function of horsepower. 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 once again reach speeds of 372 kilometers per hour (231 miles per hour). So what do Formula One cars and their IVR have in common? Much more than you think.
Like you and your company, Formula One teams rely on an often complex set of systems that work together to achieve a common goal. The steering, braking and fuel systems that communicate with each other almost seamlessly allow the driver to navigate world-famous racing venues such as the Yas Marina circuit in Abu Dhabi, in fact 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 for that matter are vulnerable to breakages, interruptions, and failures. To address vulnerabilities, a test, tuning, and refinement procedure must be implemented. Testing and tuning should not be viewed through the lens of a luxury afforded to those with large budgets and extensive 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 companies and most contact centers rely on to achieve both short-term and long-term goals. They are often the centerpiece of a company’s contact strategy and bridge communication between the customer and the company. IVR systems can be implemented to facilitate payments and banking services, and are widely used for mobile shopping, retail ordering, or to help businesses answer routine inquiries more efficiently. Some of the main benefits of IVR include greater accessibility and broader customization that lead to better customer service and ultimately a better reputation for the company. IVR systems, however, impose technological constraints on businesses, so interactive voice response testing and tuning is essential.
In fact, IVR system testing is a critical part of the design process, as it ensures that 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 ‘speech’ from the machine is clearly and adequately 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 enables users to retrieve the correct information at every point (so that customers can receive an accurate response to their query). Language diversity tests are essential too, especially for more advanced IVR systems that allow multi-language input. Additionally, automated IVR testing can help a system to successfully emulate human behavior so that the caller can feel that they are actually communicating with another person.
Formula One teams regularly test critical components in preparation for race day. For example, the brake dynamometer test is used to test brake pads, discs, and calipers beyond the most extreme conditions expected. Failing to test can have critical consequences, as drivers rely on their carbon fiber brakes to decelerate from 124 miles per hour to zero in just 2.9 seconds. Although not life-threatening, not testing 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 guide them through the sales cycle, failure to test can result in an immediate loss of revenue. Customers are picky eaters, if their IVR doesn’t connect them to 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 must trust and be assured that you can offer a high-quality product or service at a reasonable price. A failed IVR can erode the preferences of demanding consumers by offering a less than optimal sound quality experience or by not completing the call completely. This again erodes consumer confidence and prompts potential customers to consider alternatives.
3. Aggravates customer service issues
Customers want what they want, when they want it. If a customer requests assistance on an important topic and you can’t log in, or can’t figure out how to use your IVR’s complex customer journey map, relatively small issues can become difficult to handle. Customers want things easy. This is why so many companies use words like “easy to use”, “little effort” and “fast” in many of their marketing campaigns.
Businesses are rapidly evolving in hopes of keeping up with consumer preferences. This evolution has created an enormous degree of complexity and opportunity for contact center technology and leadership in particular. As customer demands for support requests increase in complexity, so must an organization’s technology to bear the full weight of those demands. An IVR system can be an extremely useful tool when it comes to providing an outstanding level of customer service, as it improves customer interactions and automates and simplifies routine processes. However, for such a system to be successful, testing should be considered an important piece of 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 perplexing and risky environments. How do teams mitigate these known risks? Tests. Testing tires, communications systems and critical fueling systems help teams have the upper hand on race day. Similarly, testing your company’s integrated systems, such as IVR, can help mitigate customer churn and increase customer lifetime value, giving your organization an edge in an ever-increasing competitive environment. . For more information on IVR testing and how we can help, click here or leave your email in the comment section below.