Recent statistics show that over 50% of all clearing calls are not answered, at an estimated £70,000 per instance. You can imagine what this equates to in lost revenue. As more and more universities move to virtual contact centers, you might be sharing bandwidth with other companies and universities too. Have you considered what happens when every multi-tenancy client simultaneously needs their Contact Center-as-a-Service (CCaaS) vendor capacity?
The overall purpose of testing is to verify that customer interaction and agent experiences perform as the organization intended and continue to do so up to peak capacity and beyond. When it comes to peak season for universities through the clearing period you need to have confidence in the capacity of your systems to cope with huge spikes in demand.
The need to anticipate new capacity challenges drives the need for more rigorous business continuity planning.
- Identify and fix critical issues
- Flexible and scalable solution sizing
- Optimize customer experience
- Independent validation of CCaaS vendor capacity for peak demand