Thomsons

Thomson Travel Group had a new and untested call centre system which needed to be verified to ensure that the system could handle the expected peaks in customer calls.

Commendium, working with partners CFS, designed and implemented high volume testing procedures. This was achieved using several high volume call generators, creating several thousand calls per hour and measuring the successful transition of these calls through the system. This procedure showed that a very small number of calls “leaked” into inappropriate calling routines.

After applying small changes in calling vectors the tests were run again and all calls were accounted for.

These tests ensured that Thomson Travel Group had full confidence in their new call centre systems and procedures, allowing them to open the centre without risk of problems.