If you are implementing or upgrading your call centre telephony service, you need to determine how the changes will affect customer engagement and satisfaction before you go live. Trusting that customers will tolerate degraded performance is a risky move; one that you can avoid with a properly planned and executed load test.
Relying on in-house testing to predict acceptable performance often leads to miscalculations. Unfortunately, it is extremely difficult to structure in-house scenarios to adequately reflect the random nature of call volumes and varying load scenarios. This is why it is essential to perform a sustained, structured load test, incorporating load scenarios and call volumes similar to the production work environment, using public telephony infrastructure. It will help to ensure that the new system can sustain a full production load, prior to moving production calls onto the system.