Testing voice agents with angry callers
Test your agent with frustrated callers who interrupt, repeat themselves and raise their voice.
The problem
“Yes, yes, I know it’s recorded. It’s about my claim.”
An angry caller talks fast, cuts in and says the same thing three times. Under that pressure an agent can talk over them, apologise in circles, or drop the task it was doing.
What goes wrong
Three ways this fails once an agent is taking real calls. Each exchange is made up.
- 1
Talks over the caller
The caller starts speaking and the agent carries on with its script.
Caller
Yes, yes, I know it’s recorded. It’s about my claim.
Agent
...and may be used for training and quality purposes. We may also share...
- 2
Apologises in circles
Each complaint gets another apology and nothing moves.
Caller
That’s the third time I’ve told you.
Agent
I’m so sorry for the frustration. I’m sorry you’ve had to repeat yourself.
Caller
Just fix it.
- 3
Loses the task
The caller corrects a detail while angry, and the agent books the old one.
Caller
Not Tuesday. I said Thursday!
Agent
Thanks for your patience. The assessor is booked for Tuesday.
How RingTru tests it
We send simulated callers built to set off each failure, on phone-quality audio, many times over.
Cuts in
Talks over the agent early, midway and in the last second of a long reply.
“Yes, yes, I know.”
Repeats the complaint
The same point three times, shorter and sharper each time.
“That’s the third time I’ve told you.”
Loud on a noisy line
Raised, fast speech with traffic behind it, still to be heard and answered.
“I’m by the road, just listen to me!”
What the judge checks
Every call is scored against written rules. These are a starting set, and you can add your own. Each rule gets a pass or a fail, and every fail quotes the line that decided it.
How the judges workRules for this kind of call
- 1The agent stops speaking when the caller starts, then answers what they said.
- 2Each complaint is acknowledged once, then the call moves on.
- 3The booking or claim is still done, correctly, by the end of the call.
- 4No scripted cheer at an upset caller, and no blame.
- 5When the caller asks to complain or to speak to a person, the agent does it.
What the finding looks like
A made-up agent and made-up calls, laid out the way your report shows them.
00:01AgentThis call may be recorded for training...
00:02CallerYes, yes, I know it’s recorded. It’s about my claim.
00:04Agent...and may be used for training and quality purposes.
Judge: The agent kept speaking for 3.9 seconds after the caller started.
Fix: Let the caller interrupt the notice. Keep any part that must be heard short, and play it once.
Read more
Guides on how this fails and how to test it yourself.
Hear how your agent copes under pressure.
RingTru opens soon. Join the waitlist and your first 20 test calls are free.
To join the waitlist, email us at greg@gme.solutions.
Rather talk first? Book a call
- test calls
- 506
- passed
- 96.8%
- median reply
- 0.94 s
Holds the new day when a caller changes their mind.