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Poor call quality — it’s not always the headset’s fault!

Posted by Bonnie on

You've been there (or will be eventually) -- you've upgraded your call center communications to a VoIP-based platform. You've put in long days, spent some sleepless nights and suffered from brain-drain. Your checklist is complete: your hardware is in place, you've set up your ACD, IVR, IP switches, routers, firewalls, etc, etc. Now you can sit back and relax -- mission accomplished!

Then it happens. Complaints start coming in about poor or low-grade call quality. Your agents are reporting choppy audio on their calls, echoing in their headset, and clients are frequently frustrated. This is bad -- bad for business. Poor call quality can have a negative impact on your customers' experience and lead to a poor brand image.

Your first inclination might be to blame the agents' headsets. Sometimes it may be a problem with the cord used to connect the headset to the phone. Make sure you're using the recommended cord along with a quality noise canceling, wideband-enabled headset.

Often times though, the headset is not to blame. In today's VoIP environments, it's helpful to remember how audio is transmitted: VoIP audio is transmitted in packets. These packets can travel different paths along the way from the sender (your agent) to the receiver (your client.) Here are 3 factors that could degrade VoIP call quality:

  1. VoIP delay or latency. This can create echoes.
  2. Poor internet speed. High-speed internet will provide best results.
  3. Incorrect router. Make sure you're using a VoIP router.

Your VoIP service provider should be able to help you diagnose and correct any of these or any other issue related to your VoIP service.

If you need to upgrade your headsets, contact a headset vendor that specializes in VoIP-based equipment. Comfort Telecommunications has excellent wideband-ready Smith Corona headsets that have been tested and proven to provide superior call quality.