Now more than ever the business world relies heavily on data and how you use it. And with so much data, it’s hard to see the wood from the trees when it comes to important metrics.
So what about measuring your voice quality? How important is it? And how can businesses and VoIP resellers benefit from it?
Measuring the Voice Quality of a Call
To measure the voice quality of a call, VoIP engineers use a Call Detail Record or a “CDR”. This provides metadata on the calls made on the numbers you own. This typically includes:
- The date and time of the call
- The number of minutes the call lasted
- The phone number source and destination
- Whether the call was inbound, outbound or toll-free
- The cost of the call
You can normally also do this for SMS messages but like calls, just the metadata is recorded in a CDR, not the call itself or the transcript, which you would see in call analysis tech used in your average call center.
So Why Measure Call Quality?
Quality of service, much more than price, is what more and more businesses are finding makes a big difference for their bottom line. And whether you’re selling to customers over the phone, or providing the means for contact centers to talk to customers and prospects, the experiences you enable are what you will be judged upon.
Plus, if you or your customers are spending plenty of money on ensuring customer service operators have the training, tools and resources they need to provide good CX, there’s no point undermining it all with poor-quality telephony in what remain one of the most important touchpoints of all – phone calls.
What Kind of Things do You Need to Watch Out For?
Things you want to look out for when it comes to your voice quality are the likes of:
- Latency – The lower the latency, the more your call will replicate the experience of two people talking as if they are in the same room. As latency increases, you’re likely to be left with uncomfortable interruptions and pauses.
- Jitter – In effect, jitter is the change in latency over time. Jitter will be especially apparent if your call needs to traverse the public internet. It usually sounds like interference on the line.
- Packet loss – When voice signals are digitized and transmitted, they are split into packets. Some of these packets fail to reach the endpoint – usually as a result of network congestion or failed hardware – small pieces of the audio signal will be missing, resulting in audible distortion on the call.
So who will this be useful for? And what benefits will they get?
The Case For Enterprise Businesses
For large businesses that are already measuring sales and network quality data, measuring your call quality allows for another data set to add to your collection.
What this gives you is an even clearer image of how your calls are performing and gives you the opportunity to pinpoint potential bottlenecks in your network that might be damaging sales, or interrupting vital business calls.
The Case For Resellers
If you’re providing voice services for another business and they rely on the quality of your connections to ensure a high quality of service, the benefits of monitoring your call quality are twofold.
Like any enterprise, you can keep a closer eye on your network to make sure you can solve any connection issues or reduced call quality.
This gives you the opportunity to create another level of service that you provide for your customers; the ability to monitor the quality of their calls over your network.
It’s a no brainer really.
But what about problems with aggregation from other providers? If you’re using a third party network, measuring the quality of your calls requires expensive third-party tools that only provide sample ‘snapshots’ rather than ongoing and extensive monitoring, or expensive equipment to be installed directly into your infrastructure.
How Can You Make All This Easy?
At Voxbone, we provide all the quality metrics you need out of the box via our new Insights platform, which is currently in beta and being rolled out in phases this year.
With Insights, you can get CDR metrics such as MOS, jitter, and packet loss on every single call you pass through our network or any other network you plug into it using our API.
And one major added benefit of Insights is the customizable real-time monitoring & alerting capability you can get through email, SMS or webhooks.
As a result, you’ll be able to more rapidly troubleshoot quality issues and quickly understand where problems are arising, to know the appropriate actions to take to resolve them.