Lastminute.com automates call centre testing

Lastminute.com has used the Empirix solution to test the service quality and regression of its call centre

Lastminute.com has implemented Empirix’s Hammer CallMaster system to test and improve the quality of its interactive voice response (IVR) service to customers.

Lastminute.com developed its IVR system for use in its call centres, to help increase efficiency in customer service calls and drive new revenue streams, such as sales promotions.

The IVR system uses an automated voice-based menu system to ensure that customers are able to quickly access the information they require or are efficiently routed to a customer service agent who is best-placed to resolve their query.

Lastminute.com was looking to improve the quality and speed of the customer service process and opted to use Empirix’s testing solution to help with this. Before using Empirix, lastminute.com’s IVR service quality and regression testing was almost a completely manual job.

“Hammer Call Master provided a complete regression and load testing of IVR services, it allowed us to check performance issues before services go live to our customers," said Anu Jain, lastminute.com's application development manager, IVR solutions for Europe.

Jain added that with help from Empirix’s training and support forum, the implementation of the Call Master system was smooth.