Discover five concrete ways Operata’s Agent Readiness Test enhances support team productivity, reduces escalations, and elevates customer satisfaction before every interaction.
Contact center leaders know that even small technical hiccups can derail support interactions and frustrate both customers and agents. Operata’s Agent Readiness Test embeds quick, automated health checks into agents’ workflows, ensuring every representative starts each call ready to deliver outstanding service. Here are five ways The Agent Readiness Test drives measurable improvements in support team performance.
How it works: By validating network, device, and softphone health before the first ring, ART catches potential failure points like high jitter or misconfigured headsets upfront.
Impact:
Example: In our study of 148K calls with service desk tickets we discovered that 54% of the issues lodged were audio related. Many would have been avoided if an Agent Readiness Test was conducted.
How it works: New hires self-run an Agent Readiness Test during their first days on the job, instantly validating desk setups and remote connections against best-practice thresholds.
Impact:
Tip: Integrate the Agent Readiness Test completion into your onboarding checklist, make it a gating item before new agents take live calls.
How it works: Whether agents sit in a campus office or work from home, Agent Readiness Test runs the same end-to-end checks: network, browser, softphone, headset and flags any deviations.
Impact:
How it works: As the Agent Readiness Test runs, agents hear their own recordings, self-score audio quality, and receive inline “self-fix” prompts (e.g., switch to headset mic, close video apps).
Impact:
Pro tip: Gamify the Agent Readiness Test completion, recognize top performers with consistent “Pass” streaks in your weekly team huddle.
How it works: Every Agent Readiness Test result, agent self-score, measured audio metrics, and detected risks feed into Operata’s timeline dashboard, accessible by Ops and QA teams.
Impact:
Agent Readiness Tests form part of the Operata CX Assurance suite, alongside CX Heartbeat and Performance Testing. These three core capabilities are now Generally Available within the Operata CX Observability platform, and customers on Enterprise and Enterprise + plans can use Agent Readiness Test or any or all of these services for a simple unified per-minute charge, with volume-based pricing options.
Ready to supercharge your support team’s performance?