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IQ Services Contact Centre Testing

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The IQ Difference

Superb customer service is the secret ingredient that can transform your business from good to great… to fantastic. It can turn your customers into enthusiastic, loyal advocates. If customer service is the lifeblood of your business, then your contact centre is the heart. It’s essential. It has to work well – all the time.

IQ Services can help you make that happen. Using patented and proven end-to-end methods to get the results you need, we empower your enterprise to deliver ridiculously good customer service.

Call Centre Quality Assurance Offering Expert Insight, Flexible Service

IQ Services offers contact centre quality assurance managed testing services you can trust. Our time-tested and proven methods for examining communications technology system performance explore every facet of your system to ensure that all customer contacts are handled smoothly, professionally, and quickly

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IQ Service Virtual Customer 

Virtual Customer®

Once we get to know your customer and understand what they need and want from your contact centre, IQ Services creates Virtual Customer® test traffic to access your contact centre technology from the outside-in, via the PSTN or the Web, providing you with reliable, end-to-end performance metrics from the customer perspective. Virtual Customer interactions are scripted and automated to ensure they collect the critical information you need to be confident the customer service experience your contact centre delivers is the experience you intend.

Load Testing Services for Optimal Results

IQ Services StressTest™ load and performance testing services are designed to produce optimal results. Instead of just piling on calls or browsers to exceed maximum capacity, we carefully analyze your goals, your customers, and your performance expectations. Then we define a set of load testing services that generates test traffic, mimicking actual customer calls and transactions, while documenting system performance from the outside-in. Real-time data provided to your team helps you understand results, while retesting ensures issues have been addressed. It’s load testing taken to a whole new level!

Our services…

  • Generate carefully controlled load.
  • Document capacity, performance, stability and resilience.
  • Capture and document system performance from the inside-out.
  • Provide data to predict future performance.

Contact us to discuss load testing services and more.

Contact Centre Monitoring Services to Ensure Availability and Performance 24/7

IQ Services offers HeartBeat™ monitoring services designed to confirm your system is always available and performing as intended. We carefully analyze your goals, your customers, and your performance expectations. Then we define a set of monitoring services that generate test traffic, mimicking actual customer calls and transactions, while documenting system availability and performance from the outside-in. Alerts are generated whenever issues are detected. With HeartBeat, you can always be confident that you’ll know immediately if your system isn’t working as expected.

Our services…

  • Generate carefully controlled interactions.
  • Document availability, functionality, and performance from the outside-in.
  • Capture and document system performance from the inside-out.
  • Provide notifications to alert you to unexpected conditions that require immediate attention.

Contact us to discuss contact centre monitoring services and more