Usability Testing

Pre- and Post-Deployment Testing

Evaluate your customer service operation from the caller’s perspective and dramatically improve customer satisfaction with your speech recognition or IVR system.

Vocalabs’ usability testing services provide a rapid and cost-effective way to gather valuable insight into how live callers experience your call center or self-service system. Using our pool of consumer panelists, we can evaluate any customer service operation from the caller's perspective. Live agents, IVR, speech recognition, and prototypes can all be tested in a completely consistent fashion.

Features

Simple. We do everything for you, from writing the survey questions to finding study participants and providing the archived results. No hardware or software is required.

Fast. Get call recordings and survey results in as little as an hour, depending on study complexity.

Economical. One price includes everything, including professional study design, online data access, interactive drill-down, continuous monitoring of study progress, and a permanent archive on CD-ROM.

Flexible. A Vocalabs study can evaluate live agents, automated self-service, or any combination of the two. Vocalabs studies are just as effective for early prototypes as fully deployed systems. This makes Vocalabs ideal for evaluating changes to your customer service operation, comparing different versions of a prototype, ongoing quality monitoring, or as a tool for designing better Voice User Interfaces.

Benefits

• Statistically relevant
• Rapidly pinpoint major service problems
• Quickly evaluate options for service improvement
• Verify that performance goals are achieved

Options

Usability Survey is available for one hour assessments, full studies and ongoing assessments. Pricing is based on number of completed surveys, survey length and a one-time, fixed set-up fee.