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Anonymous A
on Apr 05, 2022
Global
I want to receive updates regarding this question via email.

What is the test approach for IVR

I have an application where automated outbound calls will be generated to a customer and after that an IVR system interacts with the customer. My query is how to test or what testing approach should i take to test this IVR

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Ian
Coach
on Apr 05, 2022
Top US BCG / MBB Coach - 5,000 sessions |Tech, Platinion, Big 4 | 9/9 personal interviews passed | 95% candidate success

Hi there,

This is probably the wrong forum for this!

Additionally, you haven't told us what your goal is. What are you actually testing for? 

You need to figure out first what you're optimizing for (# of calls answered, drop-off rate, quality of answers, etc.)

Ultimately, it all comes down to picking a target variable and using regression testing to maximize that target variable against the variables you are tracking and across the dataset as it comes in. You can use Python, R, SAS, Azure, JMP, or any number of tools for this.

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Cristian
Coach
on Apr 06, 2022
#1 rated McKinsey Coach

Hi there, 

How about testing it directly with customers?

Get a sample of usual customers with usual problems. Then run the IVR on them. Then seek customers from the feedback. 

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Lucie
Coach
on Apr 06, 2022
10+yrs recruiting & BCG Project leader

Hi there, 

the recruitment process seems to be in line with MBB: FIT interview and case interview, hence you can leverage well Preplounge resources to prepare for that. 

For more information you can check here: https://www2.deloitte.com/ae/en/pages/strategy/solutions/recruitment-process.html

 

Good luck,

Lucie

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