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How Often Should You Test Call Center Equipment?

Oct 26, 2016 BY ATIS DIGITAL

Connectivity has never been as important as it is today. From air traffic control towers and in-cabin phone services to emergency response centers and campus security offices, digital communications keep our world safe and informed. Regardless of the industry you serve, call center equipment must be reliable. How often you “test” your equipment depends on what type of services you provide, call volume and many other factors. Before you can develop a test schedule, you must determine what functions you want to measure.

Testing Call Center Equipment: Establishing Quality Benchmarks

If you have ever run a diagnostic sequence on your personal computer, or business network, you already know that minor problems don’t always shut down your equipment, sometimes they simply make your system slower, less efficient and frustrating to operate. There are some tell-tale signs your system needs some attention. For example, slow page load times may indicate memory is running low or it is time to add more storage space. Ideally, communication software and hardware perform perfectly together. Your internal security, efficiency and effectiveness are improved when you closely monitor performance against expectations. So, the most critical part of testing your contact call center equipment is establishing QA benchmarks.

Continuous Monitoring vs Scheduled Performance Tests

When you install high-performance equipment, such as ATIS Digital call recording technology, you have a user-friendly, low maintenance, communications network designed to keep working, even when call volumes surge and weather events threaten utility services. This means you can easily test your data recovery performance before a power outage or route calls to certain extensions to test overflow operations when volume is low to moderate. Continuously monitoring your system is far superior to scheduling a quarterly or annual test because you can identify issues faster, with less disruption to normal operations.

Utilizing Key Performance Metrics to Identify Potential Equipment Weaknesses

Call centers today do more than simply answer the telephone and take down a message. Operators actively participate in video and text chat conversations, relay radio communications and talk to callers using cloud-based calling services. Examining the data behind each encounter provides clues about system performance. Higher than expected dropped-call rates may indicate connectivity issues, operator error or equipment deficiencies. If more calls are lost during peak volume times, plugins may need updating or it may be time to consider a system with increased functionality and power. Slow retrieval times typically indicate your memory is nearing full capacity. Routinely reviewing call data provides clues to how well your system is serving the needs of your organization and your clients.

Creating a Testing Protocol For Your Call Center Equipment

Every environment is unique. If you are serving the aviation industry, your primary goal may be ensuring safety in the sky. If your call center manages campus communications, perhaps your biggest concern is maintaining connectivity with external law enforcement agencies and emergency responders. Regardless of the industry you serve, ATIS Digital call center equipment solutions will help you establish, and monitor, quality performance metrics without taking your system offline. Do you need help developing a software and hardware call center equipment testing protocol? Call ATIS Digital today and ask to speak to a communications specialist.

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