How To Improve VoIP Call Quality In Your Call Center
When looking at a modern call center, most are using VoIP call infrastructures, playing a major role in creating an outstanding experience for customers who call in. By using VoIP, customers will be helped much easier, without the issues or poor call quality or technical problems.
In order to ensure a great experience for customers, the quality of all calls coming in and going out should be monitored. On top of this, these calls need to additionally be checked to ensure clarity, limit latency, and reduce other technical problems that may arise. If managers of call centers or large businesses learn more about VoIP infrastructure and how it works, problems that can appear during phone calls can be eliminated before they even occur.
The Importance of VoIP Call Quality
If you own a business, you are well aware that VoIP technologies are slowly replacing standard phone systems. These old systems have a good reputation for most businesses, because they are linked to cellular towers, but aren’t as reliable as other technologies can be.
VoIP refers to voice over internet protocol, which means that voice travels through data packets to replay signals for internet calling. The call quality of these technologies takes pride in being the most responsive and clearest calls that companies can have.
Even if you feel that your company has strong call quality, this can change over time. But, if you are proactive in increasing customer service, it is best to monitor call quality at all times. While doing this, you are ensuring that customers get the best service possible. By switching to the right cloud-based phone system for your business, you can achieve maximum success.
Determining VoIP Call Quality
During a phone call, you never know what can come up. From distracting noises, echoing, and even dropping calls, lines of communication will never be perfect. There are reasons why this will happen, so by learning more about a VoIP phone system, you can gain a better understanding of how to change these issues that arise while on a call.
If you have a VoIP call, your voice signals are transmitted into a digitized system, and from there, get divided and compressed into digital packets. These data packets travel through the internet, reaching the person that you are calling. Once the other end is picked up, the data packets then reconvert the voice signal into a voice message, leaving the person answering the message to understand what you are saying in real-time.
This process happens so fast, that there are no delays. The internal calling process is incredibly complex, and call qualities can be messed up along the way. By monitoring your calls, you will be able to detect problems before they start to occur. From either listening to call recordings or using monitoring features, you can cut out any unwanted issues that come through your phone calls.
What Can Cause Poor Internet Call Quality?
Of course, VoIP phone systems work great, but only if they are set up properly and closely followed. Higher call quality will come over time, as long as the correct steps are taken while using this type of technology. If there are problems that arise while using this type of calling system, they are fairly easy to evaluate and correct. Because the services that VoIP provides is of the highest quality, most of its service providers will be on top of their game when it comes to resolving them.
Here are some general issues that cause poor internet calling quality-
1. Jitter – This is a common issue when dealing with VoIP call quality. This particular issue is related to the timing of the data delivery packets. When individuals receive a call with a jitter, it means that the packed arrive at the other end of the line too late, making voice sounds broken and difficult to decipher.
2. Delays – Because conversations should be fluid, delays will make it difficult for callers to have a fluid conversation. Some of this dialogue will often be delayed or echoey.
3. Poor internet connection – All ViOP’s rely on strong internet signals, and poor internet quality can cause many problems and disruptions for calls. By using a different source of internet, and a different set of protocols than you’d use with other devices can improve the quality of inbound and outbound calls.
4. Inadequate router bandwidth – Most businesses use one router for data and voice within the workplace. This isn’t a bad option for businesses, but there needs to be measures taken to ensure that the router is properly configured to prioritize voice calls over data usage. If this isn’t the case, a higher-end router should be considered as soon as possible.
5. Internet configuration – VoIP calls require a different set of protocols than general interset use. If you seem to be having poor call quality among the workplace, reconfiguring the internet might do wonders for improvement.
The Causes of Delays When Using VoIP Calls
Latency is a word that is commonly defined in the business world as late. Telephone latency can also be called mouth-to-ear delay and can affect the quality of experience for customers. Latency is measured in milliseconds, but a few hundred of these delays can affect voice signals.
There are two ways to measure latency:
- One-direction – This refers to the amount of time that it takes digitized data packets to travel from the start of each call to the receiving end. This way to measure only measures one way, not the amount of time it takes the voice call to get transferred back to the start.
- Round-trip – This refers to the time a VoIP data packet takes to travel to its destination and then send the response back to the start of the call.
If computer networks are slow, then the timing of these data packets are easily affected. The voice they are carrying could be timed wrong or experience interference.
How to Minimize VoIP Call Quality Issues
Issues with call qualities don’t have to be a serious issue if dealt with prior to their occurrences. By making sure that your VoIP infrastructure is set up correctly, it can ensure that you will, in turn, have higher call quality. Additionally, you can decrease your chances of experiencing reduced call quality by continually monitoring your phone system.
- Conduct regular system audits that check all components of call quality
- Make sure your router prioritizes voice data over other types of data
- Select equipment and software that are open and support interconnectivity.
- Monitor actual calls for clarity and smoothness
- Ask your call agents to report jitter, latency, echoing, or other call interferences right away
- Choose your VoIP system provider carefully and ask questions about their call quality. It is important to know if they’ve had problems with it, what steps they took to fix it, and how they monitor the system for call quality. Remember that a good VoIP provider will be knowledgeable about call quality and will be able to instruct you about how you can work together to keep call quality strong.
Troubleshooting the Most Common VoIP Problems
Just as previously stated, the main culprit of bad call quality is the internet. It is important to constantly check your internet strength and inquire about any problems you have with it. Your VoIP provider can do easy tests that will give them information about internet speed, jitter, latency, and bandwidth of your system.
For the maximum quality of calls, your voice location components all have to work together. Even the smallest breakdown at any juncture in the VoIP process can cause call qualities to diminish ever so slightly. By completing a complete systems check, you can find all the potential sources that are affecting your quality of calls.
When doing this check make sure that you are checking your router rules, your bandwidth, the headset quality, any firewalls that might be blocking traffic, and the systems response time. In most cases, the VoIP service provider will be able to further target any problems and offer suggestions on how to fix them.
The bottom line is that call clarity and continuity is vital to the success of businesses. When call quality is ensured, agents are then allowed to provide the best services for their clients. Meeting client needs is so important for any business, and if a VoIP allows it, then it is in your best interest to take advantage of these technologies.