Have you ever considered what might happen if your call center had to handle its full capacity?
Were you told that your ACD has a capacity of several thousand calls per hour?
Until now, it has not been easy to test the truth of such assertions, and call centers have usually been tested by conventional call generators and real persons calling in. These methods cost a great deal of time and money, and the accuracy of their results leaves much to be desired.
Conventional call generators can only test the ISDN protocol of your system, not how your voice processing systems respond.
CCTS takes an entirely new approach! This system will tell you exactly how long callers have to wait and what difficulties may arise in making connections. Thus you can easily check the call handling capacity of your system.
You can also bypass the public telephone network when you hook a CCTS up to your system. By generating large numbers of calls, you can test your system under any kind of conditions to see if it will cause problems. You can also control just how your call center receives the calls: For instance simultaneously, as with direct-response TV or spread out over a certain period of time.
If you would like to know whether calls are already being refused by your carrier’s network, you can also conduct tests with CCTS using public networks. In this way, you can find out whether there are any bottlenecks caused by insufficient capacity at local switching centers or at gateways to other telecommunications companies.