The intelligence of inbound voice service offerings is better than ever. But does that mean that quality and connectivity of voice calls is a given in today's world?
What are enterprises and telcos doing with their voice traffic?
Enterprises and telecoms operators alike have more choice than ever about how they route calls, who they partner with, and how services are paid for.
This flexibility allows for much more control at a granular local level - capacity hotspots can be circumnavigated and service providers switched out, either for reasons of cost or quality. The more sophisticated enterprises that we work with are even doing this on a ‘live’ basis, with changes being made dynamically on a global level.
For many, it is now standard practice to enable routing strategies based on load balancing, time of day, CLI (Calling Line Identity / caller ID), etc.
But choice and complexity does sometimes come at a cost. Routing can, and does, go wrong.
And unfortunately, in many cases, the call that gets dropped somewhere between India and the Philippines is never detected. Or at least, not until customers start complaining.
The global troublespots for voice calls
So where are the global troublespots when it comes to calls that never reach their endpoint?
Our research into test calls placed throughout 2018 highlights the three worst performing countries for connectivity.
These are test calls created in-country, through standard phone lines, where the call fails to connect to the desired toll or toll free phone number. Or the customer call that never makes it to the contact centre, where the agent is sitting and waiting to talk.
The worst three countries for connectivity during 2018 were:
|Country||Average connection rate/ASR|
The calls that never connect
Put in another way, the findings show that:
1 in 15 calls fail to connect in Turkey
1 in 26 calls fail to connect in Mexico
1 in 28 calls fail to connect in India
The factors causing poor performance are unique to each country. Local infrastructure, carrier performance, and unforeseeable incidents all had varying levels of influence.
You can find out more about our insights into why these countries performed poorly, as well as more on the global state of inbound voice services in our whitepaper - 2018 Global telecoms quality of service report.
Download it below to uncover more findings on connectivity, audio quality and post dial delay globally.