What Is Voice Quality Monitoring?

Popular media likes to joke about how little people enjoy talking on the phone. Yet most people make at least a few phone calls per week. So, when we do speak on the phone, we want it to be as painless as possible.

However, even the best-rated phone providers in the nation deal with voice quality issues. Conversational breakups, static and clicks, and pervasive dropped calls make customers complain to their providers.

Unfortunately, these interruptions are not limited to personal phone calls. In business, voice quality monitoring is critical.

Voice Quality Monitoring For Business

But what about when businesses have these issues? How does static, fuzzy service, or dropped service affect them?

Businesses can easily see themselves as the middleman between customer service and phone companies. They may not feel responsible for their telecom service. But do customers feel the same?

Unfortunately, statistics show that phone quality plays a significant role in the success of a business. Therefore, without consistent phone quality, your company will ultimately suffer. Luckily, there are ways to monitor voice quality over phone calls so that your business can focus on the other areas that make it successful.

What Causes Voice Quality Issues On Phone Calls?

Many things can cause voice quality issues. Environmental factors, like the soundproofing of office spaces, the quality of the equipment used, and even the person at the end of the line, can all be controlled.

Environmental factors aren’t the only things that can cause phone voice quality issues. Other factors may be totally out of the business’s control.

In much the same way the internet works by submitting data over network paths, telephone calls are also data. The data transmitted over these calls is usually separated and transmitted over different channels during the call. If any piece of this data is blocked, stopped, or delayed, it can impact the quality of the call.

In the earlier days of technology, this happened over telephone lines. Today, this data transfer often happens over VoIP (Voice over Internet Protocol). The result of blocked, delayed, or lost data leads to jitter, phone interruptions, and other voice quality impacts.

So, in additional environmental issues, calls may suffer from network shortcomings as well.

Why Should My Business Care About Voice Quality On Phone Calls?

Voice quality issues over phone calls are common, but that doesn’t mean they should be ignored. A recent study by a European consumer advocacy group found that among consumers they surveyed, nearly 68% of them ended a call due to poor sound quality.

Of course, that number doesn’t include callers who can’t get through in the first place.

In the long run, the inability to get ahold of a business via their phone line can ultimately alter a company’s trustworthiness and bottom line.

The Future Of Business Calls Revolves Around Voice Quality Monitoring

Even if your business has a pretty good track record with your phone records, you can’t always hedge your bets on history. Communication technology is consistently changing. As that technology evolves, so will your competition. To remain ahead of the curve, you’ve got to anticipate your competition’s moves—and those will almost always revolve around the latest technology.

Monitoring voice quality at your place of business ensures that you and your staff are always on top of the issues that cause customer satisfaction. It helps you keep your customers for the long-term, and it might even help you find some new ones.

Utilizing PhoneSentry At Your Business

PhoneSentry doesn’t require massive system installs, and it’s user-friendly and intuitive. Learn more about how we can help you do business better by clicking here.

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