Terrible audio quality is something that businesses constantly fail to notice as a threat to the company. One may think a poor phone call may be a harmless, everyday problem but in reality, terrible audio quality can seriously impact customer relationships with your agents and cause a massive loss in revenue for businesses.
Most businesses may not realize that customers are dissatisfied with the company, caused by terrible audio quality calls. This poor service will lead to endless frustration and customer churn. By the time the business has figured out this problem, it may be too late. The customer has moved on, and it is always difficult to claim them back.
But what about your agents?
Just as your customers suffer from poor audio quality, as do your agents. Attrition in the contact centre is high — 25% to 40% on average — but can reach 100% in some contact centres, such as ones operated by business process outsourcing companies (BPOs). In fact, the 2020 Contact Center Pipeline Survey found that attrition is the No. 1 challenge for contact centres.
If an agent is dedicating extra effort trying to understand the customer’s complaint, constantly having to repeat themselves to be understood, the concentration and effort can easily cause fatigue. If the audio quality on the calls coming in is poor, then an agent’s job is always going to be harder than it needs to be, they are always going to be prone to errors and they are always going to be exhausted by the effort involved. No agent wants to come to work to be blamed by their customers for having poor-quality calls.
If you’re concerned about your agents’ experience (and are watching your advisor satisfaction/employee net promoter score), then one of the fundamental things you can do to improve this is to ensure that your lines have good audio quality. If an agent is reporting to management that all of their calls are failing or even some lines may be down, you need to ensure this problem is resolved immediately. Or better yet, before it becomes an issue.
Very few companies have been able to measure accurately the audio quality of high volumes of calls. This can easily be solved by proactively monitoring and testing numbers for call quality, removing frustration, thus ensuring your agents remain motivated. In the case of Spearline, measurements are taken using in-country calls and the quality is benchmarked against a data set of millions of tests to date. In addition, Spearline offers a complete managed service including, testing, reporting, fixing and maintenance advice in order to maximize quality across your entire system wherever you are in the world.
Ensure your business contact centers have the best audio quality by proactively monitoring and testing your numbers with Spearline. From keeping your agents and customers happy, running all operations smoothly, stopping issues before they become a problem, and generating more revenue for the business, it’s the smartest and safest option for you and your contact center. It all starts with providing excellent audio quality to your agents and customers for the best possible experience.
Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. It’s time to start testing your numbers TODAY.
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Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. For further information, or if you have any further questions .