Garbled voice and dropped calls can negatively impact many areas of your business. Bad voice quality can frustrate customers calling for support. It can erode the trust you’ve built up with clients and partners. It’s not just annoying—it’s harmful to your bottom line.
Luckily, reoccurring poor call quality is preventable. With dedication to your network and facility, you can rule out any extenuating factors that might lead to poor VoIP call quality.
Prioritize Your Network for VoIP
Prioritizing your network for VoIP is the first step you can take to ensure the best call quality.
Your IT department will likely set up firewalls to prevent unnecessary traffic from coming through during peak business hours. Controlling network traffic is essential to keeping calls clear, as too much traffic can make it harder for data to transmit.
You might also look into a dedicated network for VoIP-related traffic.
Localize Any Problems and Solve Them ASAP
When it comes to controlling VoIP call quality, your best bet is to solve problems before they get out of hand. Ask yourself these questions to find the root of the issue and solve it more quickly.
- Is the problem something on your side?
A simple way to figure this out is to see whether all your employees have this issue or if it’s just one or two employees. If it’s a single employee, have them check their surroundings for potentially faulty equipment. Then, have them restart their computers.
If it’s a more widespread problem, restart your router. If this doesn’t fix the issue, contact your network provider.
- Is the problem with your network?
You’ll know that the problem is likely due to your network if you notice it is affecting more than one employee, and you’ve done localized troubleshooting. Network issues often show up as delayed or fuzzy voices, consistently dropped calls, dead lines, or other systemic symptoms.
- Is the problem on your customer’s end?
Sometimes, the quality issue may be on the customer’s or client’s side. Offer to call the them back if the issue prevents you from carrying out a productive conversation. This is an effective form of troubleshooting and often takes care of the problem.
(Basically, it’s the old “turn it off and then back on again” trick.)
Try to use standard troubleshooting methods to determine whether it’s an issue in your environment, your customer’s environment, or an issue with your network or phone service. The more accurate you can be, the less time you or your IT department will have to spend trying to get service back to where it was before your problems started.
Train Your Employees Well
Especially for larger companies with multiple locations, employees are a good first line of defense. Make sure they can perform a few basic troubleshooting steps to rule out common issues.
Have them take notes on the nature of any call interference. After interrupted calls, they should restart their computers to rule out personal equipment. If disconnected from their customer, have them call the customer back and see if the issue persists – this will help rule out hardware or environmental issues.
Finally, ensure they take good care of their equipment. Even shutting down computers over weekends can reduce issues.
Consistently Check Your Company’s Equipment
Upgrade Your Tech and Software as Necessary
Most importantly, be sure that your technology is up to date. Your network provider is consistently making changes to its service-based upon changing technology. If you are using outdated software, firmware, and technology, there will come a point where your service and your equipment aren’t compatible.
The world of telecommunications and network-based phones moves relatively quickly. Compatibility issues might crop up after upgrades, updates, or other changes.
Following the above steps will decrease the likelihood of voice issues on your side. However, there are many other causes of dropped or garbled calls. Getting to the bottom of issues that aren’t on your side is much trickier.
If you find that you’re getting frequent outages or quality issues, then you may need a bit more help. Voice Application Performance Management (VoiceAPM) software can help you more quickly identify VoIP call quality issues.
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