A contact center often functions as the the face of a business, so it should provide customer service solutions that support and defend the company’s advertised brand promise.

Call center evaluation solutions help companies assess and monitor the performance of call center technologies and ensure that they deliver seamless customer service, enhancing customer retention and the overall return on investment (ROI).

IQ Services, a company that provides virtual evaluation services for contact centers, has built its contact center solutions by focusing on these values. The company has delivered high quality contact center testing solutions to hundreds of companies worldwide, ranging from small businesses to Fortune 100 corporations.

The company’s patented technologies and methodologies go beyond component level evaluation to deliver true end-to-end performance evaluation of integrated solutions from the end-user perspective. For example, the VC101 from IQ Services deploys a Virtual Customer to test and evaluate contact center technology based upon one’s desired customer service experience.

IQ Services initially meets with the client’s internal team to understand their guidelines for the development of the Virtual Customer. From this initial meeting, IQ Services then develops a proposal to take each client through a Communication Intelligence Assessment (CIA) process.

This meeting allows IQ Services to ask probing questions to ensure the VC101 process addresses critical issues for each company.

Once the Virtual Customer is created, it is then programmed to provide an unbiased and objective report on the real experience customers are having with the client’s contact center. Hence, VC101 allows companies to address problems quickly and determine whether or not their brand promise is being delivered at every level.

The call center testing services are platform, vendor and language independent; and they are designed to automatically generate real voice and data traffic into customer solutions.

IQ Services empowers companies to deliver the best possible customer service experience to their customers through cost-effective, flexible and responsive managed testing services.

According to Russ Zilles, president and COO, IQ Services, building and sustaining positive relationships between a firm and its customers is imperative in today’s business world.

By Rajani Baburajan

Thanks to TMCNet for the article.