For many organizations, contact center performance exists in a black box. According to our 2023 State of Contact Center Testing report, 66% of CX leaders don’t know how their contact centers are performing. That means when CX problems arise, they often go unnoticed until they impact customers – and organizations’ bottom line.
To help contact center leaders identify and respond to these issues, we’re launching the Hammer One campaign: a free IVR load testing program that empowers businesses to gain visibility into the performance issues, integration challenges, and unknown unknowns that may be damaging their reputation and revenue growth without them even realizing it.
One hour of professional IVR load testing
In 95% of load tests performed by Hammer, revenue and reputation impacting issues were found in one hour or less. Some of the most common issues found through these tests include:
- Concurrent customer transaction capacity drops
- Mistakes in call routing
- Slow customer account information lookups
- Slow connections to backend web services
- Voice quality drops
- Carrier capacity causing call rejections
Hammer One gives contact center leaders the opportunity to identify issues like these on a free one-hour live load test with members of Hammer’s Customer Success team, exploring the flaws in their interactive voice response systems that customers may be experiencing every day.
How Hammer One works
From now through October 22, 2024, contact center professionals can request a free Hammer One IVR load test. They will be contacted by the Hammer team to discuss the specifics of their environment and the goals they’d like to achieve through the test – whether it be a stress test to find the IVR system’s call concurrency or rate breaking points, or to investigate a specific issue that customers or agents have raised.
This discovery call will also give CX leaders the opportunity to identify one toll-free number and two of their most important call flows to undergo the Hammer One test. Load tests will go five IVR steps deep on each of their call flows (with an IVR prompt and a response counting as a single step).
Once the Hammer One test is completed, organizations will be able to discuss their results with members of the Hammer team and receive 30 days of access to Hammer On-Demand Performance, where they can review, export, and share their results.
