What is the test approach for IVR

Question

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

Answer 1

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.

Answer 2

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.

Answer 3

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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