Avoiding The Pitfalls Of Relying On Worldwide In-Country Carrier Partners (Local PTTs) For New Number Testing
|We use Humans to test, NOT machines.
2012-12-04 17:59:13 - How In-Country testing can improve your customer service and increase your revenues
Global Companies are increasingly relying on conferencing solutions to drive collaboration among colleagues, customers and partners, and reduce costs. While this technology is an important tool in driving time to market and revenue streams, most companies entrust their conferencing platforms to one of a few Worldwide conferencing companies.
These conferencing companies in turn rely on their Worldwide carrier partners to
deliver operational telephone numbers. Their Worldwide carrier partners have assured them that these numbers are operational. Because of these assurances received from their carrier partners, conferencing companies then deliver the telephone numbers to customers.
There are a number of pitfalls facing Global Companies that entrust their conferencing platforms to the whim of the local carrier partners. Avoiding these pitfalls is essential to your business’ customer service and revenue stream.
Testing Done by Computers
The Global community today is running in a virtual world where computers are used for everything. Sometimes computers are not the best option for delivering the high quality standards your company requires. Too many Conferencing Companies rely on computer testing to determine whether or not an international telephone number is operational before delivering the number to a client. The computer may be able to sense a connection in a campus to campus test, but they cannot determine if callers will be able to connect when dialing from their Worldwide Cities, if they hear each other clearly, if the IVR Platform is working properly, or if other call quality issues are present.
Live Line Assumption
Too often, Global Carrier Partners will assume a number is operational just because it has worked in the past. Testing will not be done on the number, or only rudimentary testing will be done to determine if the line is live or not. Most often, the failure of the line is not discovered until the time of actual customer usage. As a result of the poor testing efforts on behalf of both the Conferencing Companies and their Worldwide Carrier Partners, all of your conferences will be problematic, the customer experience will be negative, and revenues will be impacted.
Lack of Industry Standard - Depending on the country in which the Conferencing Company is operating, there may be no industry standard that drives their performance. Therefore, customer service is not a priority. This may be unacceptable for companies operating in the United States, but could be business as usual in other parts of the world. Either way, it wastes valuable time and creates a poor perception of your company.
Worldwide In-Country Live Testing ensures that telephone numbers & IVR Platforms are not only operational, but also offer robust and problem-free communications. Human testers verify if the connection is made, and also confirm the quality of the connection, as well as many other QoS (Quality of Service) criteria. This testing provides you with the desired performance level for every call your company needs to make, or a conferencing provider needs to offer.
For companies that offer collaboration and conferencing services it is imperative that the Worldwide telephone numbers provided to customers are operational, robust, and can consistently deliver a quality call experience.
If Global Carrier Partners are entrusted to test & verify numbers that they provision, testing will not occur resulting in failed conference calls, wasted time, and lost revenues.
About Global Telecom Testing, LLC
Global Telecom Testing, LLC performs In-Country Live Telephone Number & IVR Platform Testing in 185 Countries. Human testers make Live outbound originating test calls from Worldwide cities verifying that newly provisioned international telephone numbers and IVR Platforms are operational prior to delivery to customers, and also provides rapid service ticket resolution.
Common QoS (Quality of Service) issues discovered by GTT’s In-Country Live Testing are improper carrier provisioning, improper passcode designation, incorrect language, improper message authentication, echo, static, post dial delay, network inaccessibility, carrier activation failures, etc….
Global Telecom Testing LLC, was founded in 2007 to provide reliable testing services for Global companies for their toll, toll-free, VOIP, DID, VoIP on Mobile, and international telephone networks by providing Worldwide, in-country, live quality assurance testing.