Customer service standards are an essential tool for businesses. They enable teams to meet customers’ needs and expectations, which in turn can build brand loyalty.

Nothing is more frustrating for a caller than calling in to get help and connecting with a representative who can’t answer their questions. To deliver a great customer experience, businesses need high call quality.

Eliminate Dropped Calls

Dropped calls are frustrating to experience in general, but they become particularly annoying when they occur during business conversations. If the call drops, you may miss out on a potential sale or negatively impact your customer service metrics.

There are several reasons why a phone call might get dropped, but some of these causes are outside your control. If your calls consistently fall, it’s time to make some changes.

The most common reason for dropped calls is due to poor network connectivity. This can be caused by factors such as excessive cell traffic on one of your carriers’ towers or physical obstacles like buildings or natural landmarks that hinder your signal.

It’s also possible that your calls are getting dropped because the DTMF (detection) tone is being mistaken for a human voice and is triggering the talk-off feature. This can be fixed by adjusting your DTMF detection settings through your PBX.

Optimize Your Network

A fast, reliable network is vital for running your business. The backbone connects your employees, customers, team, and everything.

Optimizing your network involves using tools and techniques to monitor and enhance network performance. This includes analyzing the infrastructure, identifying bottlenecks and other issues, and implementing solutions to address them.

For example, implementing quality of service (Quality of Service) helps improve call quality by prioritizing voice packets over other Internet traffic on your router. This ensures your VoIP phones don’t compete with other data packets, leading to jitter and other issues.

A well-optimized network can help your employees be more productive and offer a better experience for your customers. However, networks don’t stay optimized forever — they need to be monitored and optimized regularly to keep up with changing requirements. That’s why using a solution that offers continuous network optimization is essential. This way, you can be sure your network is ready to take on new challenges.

Make Sure Your Agents Have All the Tools They Need

A lot goes into getting voice signals from point A to point B. A strong internet connection is one component but it doesn’t guarantee glitch-free communication. If you’re experiencing frequent call quality issues, it’s essential to understand the root cause.

Many business phone system offers several tools to help your agents work efficiently and effectively. These include a visual voicemail system that transcribes audio messages and sends them as email or text and an automated callback system that lets customers choose their preferred date and time for a callback.

Some also offer real-time agent coaching, picking up on potential action items and caller sentiment and displaying the information they need to resolve a problem quickly. This reduces average handle times and increases first-call resolution rates. The result is a happy customer and a more productive team. This is key to maintaining a high-quality customer service experience. The more satisfied customers are, the more likely they share their positive experiences.

Monitor Your Calls

Although email, chat, and texting have become more common forms of communication between businesses and their customers, phone calls remain essential. Because they allow organizations to offer personalized customer service and create rapport, phone calls are also a great way to collect critical feedback. However, the key to maximizing customer calls‘ benefits is ensuring they are of high quality.

Call monitoring is an essential tool for evaluating and improving agent performance. By making it a cornerstone of your QA process, you can ensure that your agents deliver delightful customer experiences.

You can monitor phone calls by listening in or barging in without interrupting the customer. Supervisors can also use the feature to whisper instructions or intervene in a ring, such as when an agent is having trouble handling a call or needs help from a senior agent. The resulting feedback can benefit agents, primarily when delivered in person.