Should My Company Use Voice Quality Management?

Maybe you’re one of those people who enjoy using the latest tech gadget to make their life easier. There’s no shame in that! But when it comes to your company, you want to make sure you’ve always got their best interests in mind.

You might have heard of voice quality management and have potentially wondered whether it would be good for your business. Voice quality management is a service provided to companies that helps them determine the quality of their phone call audio. By monitoring your system, you can see when parts of it experience an issue. From there, you can easily take action to remedy it.

Voice quality management is extremely beneficial in the right setting. The question is, is your business the right setting? If it ticks off any of the following, it might be.

Who Should Use Voice Quality Management?

1. Your company is dependent upon its phones.

Call centers are, obviously, entirely dependent upon their phones. Their business model works only when phone lines are working well and employees can do their jobs. Call centers are a specific example of a company that would benefit from voice quality monitoring, but it isn’t just limited to call centers.

If your company depends upon its phones to be productive in other ways, voice quality monitoring might be for you. Daily business calls, financial institutions, media and news productions, and others can benefit from having a handle on their call reliability.

2. You experience downtime more often than you did before.

It’s a stretch to say that downtime is normal. However, it is common to see service change as technology changes. If you’ve noticed your phone service changing for the worse, voice quality monitoring might be a good way to avoid lapses in service.

3. You want to monitor elements of your phone service to better understand what is causing persistent problems.

Voice quality monitoring can’t do it all for you. What we mean by that is it is only a tool; it’s not an antidote. Voice quality monitoring helps services keep tabs on their phone services, which may help them understand what caused a lapse in service. For instance, if your network experiences an increase of incoming calls and a voice quality monitoring system notes issues during that time, it’s likely the two are related. From there, you can plan the best course of action.

4. You’ve recently switched from landline to VoIP.

Making the switch to purely broadband-based phone service is a huge step. On the one hand, it offers the promise of crisper and clearer phone calls. On the other, when you move from one technology to the next, you are bound to encounter some issues.

Monitoring your service will not only help your company get a better grasp on what causes those issues, but it will also help you understand the service itself.

5. If you want a document that proves you are having a phone service issue.

Voice quality monitoring systems provide a vitally important role. They document issues with your service, which in turn leads to proof of services not rendered. This proof can be provided to your phone company when you feel you need a little extra help getting things fixed.

It may even save you money if they guarantee 99.999% uptime. A robust monitoring system can detect when outages occur—and they are far more frequent than 99.999%! You may receive a credit on your phone bill for each month that your carrier doesn’t meet the “five nines” of uptime.

Final Thoughts

There are many reasons to use a voice quality monitoring system at your organization. However, what it really comes down to is this: How much do you value clear communication?

And, if it’s not a priority on your end, ask yourself if your customers, clients, and partners value it. If clear and consistent communication are cornerstones of your business, then a stable telecom system may be what you’re after.

The best way to decide whether voice quality monitoring is for you is by talking to an expert. Reach out to one of our experts here.