Monitoring and Improving Call Quality: A Guide

We have spoken about call center quality management in previous articles, but one of the most important aspects of good call center quality is the customer call: It can make or break a business. Call quality is a critical component of customer satisfaction and overall brand perception. Depending on how your call goes, the caller will either have a single interaction or turn into a paying customer. 

This article takes a look at the intricacies of call quality monitoring and improvement. We'll explore how to identify common issues, measure performance accurately, and implement strategies to elevate call quality standards. 

Importance of Call Quality

Call quality includes the clarity of audio, the speed of connection, and the overall smoothness of a phone conversation. It can determine how well your overall customer experience is going to be, especially if calls are a major aspect of your organization. Poor call quality is a significant deterrent to any customer. Frequent dropouts, echoes, or excessive background noise create frustration. These negative experiences can lead to customer dropout and damaged brand reputation.

You can therefore see how call quality directly impacts customer lifetime value (CLTV). Customers who enjoy positive call experiences are more likely to make repeat purchases and spend more over time. Prioritizing call quality is therefore an investment in long-term customer relationships and business growth.

Common Call Quality Issues

A host of factors can compromise call quality, leading to a frustrating customer experience. Let’s take a look at some of these issues. 

• Packet loss occurs when digital data packets fail to reach their destination during transmission. This results in audible gaps, dropouts, or complete call termination. Even a small percentage of packet loss can significantly impact call clarity and comprehension.
  
• Jitter refers to inconsistent delays in packet delivery. This inconsistency causes audio to sound choppy, robotic, or distorted. Jitter can make it difficult for callers to understand each other, leading to frustration and misunderstandings.
  

• Latency, or delay, is the time it takes for data packets to travel from the sender to the receiver. Excessive latency manifests as echoes, delayed audio, or overlapping speech. This can disrupt the natural flow of conversation and hinder effective communication.

Metrics For Call Quality

To effectively improve call quality, it's essential to first measure it accurately. Several metrics provide valuable insights into call performance.

• Mean Opinion Score (MOS) is a widely used subjective metric that assesses audio quality on a numerical scale typically ranging from 1 to 5. Listeners rate audio samples based on factors like clarity, loudness, background noise, and echo. A higher MOS score indicates better perceived audio quality.
  

• R-factor is another crucial metric that gauges the overall live user experience. It considers factors such as call setup time and call completion rates. By analyzing R-factor, organizations can identify areas for improvement.
  

• Gap and Burst Density metrics specifically focus on packet loss patterns. These metrics help pinpoint the frequency and duration of packet loss occurrences, aiding in network optimization and troubleshooting.
  

• Quality of Service (QoS) provides a comprehensive view of overall network performance. By monitoring QoS parameters like jitter, latency, and packet loss, organizations can identify network bottlenecks and take corrective actions to enhance call quality.

Benefits of Quality Monitoring

By analyzing call recordings and metrics, managers can accurately identify areas where agents excel and areas requiring improvement. A finer level of insight enables targeted coaching and development plans. Call monitoring highlights disparities, allowing for tailored training to address specific needs. Consistent call reviews also provide agents with constructive feedback on their performance. By pinpointing areas for improvement, such as tone of voice, problem-solving skills, or adherence to scripts, agents can refine their approach and deliver superior customer experiences. Regular feedback also leads to continuous learning and growth within the team.

How to Monitor Call Quality

Establishing a robust call quality monitoring process is vital for driving improvement. The first step involves assembling a dedicated team responsible for overseeing call quality initiatives. Carefully consider whether an internal or external team best aligns with your organization's needs, resources, and expertise. Collaborate with agents to develop comprehensive scorecards outlining specific evaluation criteria. These scorecards should encompass various aspects of call quality, including audio clarity, agent knowledge and problem-solving skills. 

Recognize that different call types may require distinct evaluation criteria. Tailor monitoring approaches and scorecards to suit the unique characteristics of each call type, such as sales calls, customer support inquiries, or technical assistance. While identifying areas for improvement is crucial, it's equally important to recognize and celebrate agent successes. Positive reinforcement motivates employees to develop a positive work environment. Additionally, preserving exemplary calls provides valuable training materials for new and existing agents.

Finally, conduct regular in-person reviews with agents to provide specific, actionable feedback. Face-to-face interactions allow for deeper discussions, address concerns, and build trust. 

Troubleshooting to Improve Call Quality

Even with robust monitoring and analysis, technical issues can still impact call quality. Addressing these challenges requires a multifaceted approach.

• Optimize equipment for clear audio. Headsets offer superior audio quality compared to speakerphones by minimizing background noise and echo. Investing in high-quality, noise-canceling headsets further enhances call clarity. Ensure headsets are properly fitted and adjusted for optimal performance.

• Prioritize network performance. VoIP calls rely on a stable internet connection. Optimize network bandwidth by assigning priority to VoIP traffic on routers and switches. Consider upgrading internet plans or implementing quality of service (QoS) settings to ensure sufficient bandwidth for voice calls.
  

• Enhance mobile call quality. For employees working remotely or on the go, a reliable mobile connection is crucial. Optimize network settings on smartphones to prioritize voice calls over data. Test call quality in different locations to identify areas with poor coverage and explore alternative carriers or network providers if necessary.
  

• Address environmental factors. Background noise can significantly degrade call quality. Identify and eliminate noise sources whenever possible. Create quiet workspaces for agents to minimize distractions. Consider using soundproofing materials or noise-canceling equipment to isolate call environments.
  

• Regularly test and maintain equipment. Conduct routine checks on phone systems, headsets, and network infrastructure to identify and address potential issues before they impact call quality. Update software and firmware to benefit from the latest performance enhancements.

Generative AI For Call Quality

Generative AI is reshaping call quality management. By harnessing the power of advanced algorithms, AI can check call data repositories to uncover hidden patterns, trends, and potential quality issues with unparalleled precision. This technology empowers businesses to make data-driven decisions by offering real-time feedback to agents, automating time-consuming tasks like call scoring, and predicting potential problems before they escalate. AI can also be used to facilitate conversations in place of humans, through voice bots that take the calls for you. 

Generative AI can personalize agent coaching, enhancing skill development and performance. By analyzing customer sentiment, businesses can gain valuable insights into customer experiences, leading to targeted improvements in products, services, and overall operations. Ultimately, the integration of generative AI in call quality management is transforming the way organizations interact with customers, driving efficiency, and fostering customer loyalty.

Conclusion

Establishing clear call quality policies and procedures is essential. Regular review and adjustment guarantee ongoing improvement. Continuous improvement in call quality ensures long-term customer satisfaction and business success.

If you’d like to augment your call quality and call center experience, sign up for Omind’s MindVoice and Engage, solutions that make the best use of AI to improve your operations and turn visitors into customers. Click here to schedule a demo.