Because every load increase in a contact center leads to a call duration growth, and your business loses money.
If connection quality goes down and audio delays increase, the business has to hire more employees to serve the customers.
01
To identify the problems that contact centers face under load and find solutions
02
To find out if the call center can handle a higher workload
03
To identify the factors limiting the contact center performance
04
To figure out the upper load threshold that the call center can handle
We emulate interactions between customers and contact center operators
Calls
Screen sharing
Interactions with an interactive voice menu
Instant messaging
Also, we advise on the code optimization, architecture, and system infrastructure
Delays
Packet losses
Distortions
Also, we advise on the code optimization, architecture, and system infrastructure
Muhammed Mehani
Business development manager, PFLB
With an increase in the average duration of calls, the number of operators required to process them also increases. I.e., a typical call lasting 3 minutes and 15 seconds can increase by 12 seconds if there are communication issues. The cumulative effect is equivalent to an additional 6 contact center operators for every 100.
We use modern methods of load testing to ease a successful improvement of your product
400
employees
250
major projects implemented
Certified
by ISO 20000
300+
clients