Why test
A script that reads well can sound different on a call. A test call takes two minutes and catches most problems.
Steps
- Open your agent and choose to place a test call.
- Enter your own mobile number (an Indian number starting 6, 7, 8 or 9).
- Answer and talk to the agent as a customer would. Try interrupting, going quiet, and saying you are busy.
- Open Calls to read the transcript and summary.
What to look for
- Does it say who is calling and why in the first few seconds?
- Does it stop and apologise if you say "stop" or "do not call me"?
- Does it answer only with facts you gave it, and offer a callback when it does not know?
- Is the language natural for your customers?
Change the instructions and test again until you are happy.