Why is audio quality important?

 

Poor Audio Quality often means a customer can’t complete the objective of the call. It has a negative effect on average call duration, customer experience and call abandonment rates for contact centres.

See our quick guide to audio quality below.

 

Spearline's Voice Assure can help your business test your phone lines audio quality making you the first to know of any issues on your lines.

Contact us today and talk to one of our experts.

 

 

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The quality of your audio channel has a direct influence on the quality of your

customer conversation. Several issues can be had on your phone lines such as:

 

 

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Latency

Latency is the time taken from when the voice of one person speaks to when the other person hears. Long delays make for uncomfortable and frustrating conversations.

Echo

Echo and overlapping noises in a phone happens too often, even with VoIP communications. Echo can be caused by network issues, cabling, equipment configurations, or even a single user’s own speaker feeding back into his/her microphone.

 

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Jitter

Jitter is when the voice packets arrive out of order at the recipient's line — they won't be obtained in the same order in which they are sent. Network equipment attempts to sort this by waiting and reordering things, but that can create varying delays that can be felt by the callers.

 

 

How does testing your phone lines improve audio quality?

With Spearline Voice Assure you will proactively be able to test wherever you are and at anytime you want.

Measure what matters to you and be the first to know of any issues on your lines.

 

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Connection Failure

Test for connection success or failure, which could mean the difference between a delighted customer or a lost customer.
 

 

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Audio Quality

Replicate your customers’ experience and measure audio quality with objective, industry standards.

 

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Latency

Replicate the customer call flow and quantify the amount of latency your customers experience.
 
 

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Touch tone

Check if DTMF (touch tones) are failing for your customers and seeing for yourself.

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Post Dial Delay

Measure the delay between the start of the call and when it’s answered, accurately, highlighting any quality issues.
 
 

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Performance benchmarking

Set and achieve quality goals based on historical performance and on benchmarked indicators.
Spearline gives us a very flexible dashboard with a user-friendly interface for managing our numbers and scheduling exactly when our tests get run.
Arnie Chencinski
Senior Voice Network Engineer, Zoom Video Communications
Spearline provides first rate audio quality testing tools that allow us to enhance our customers' experience. I cannot overstate the value of their solutions.
Rosie Scott
Director of Vendor Management EMEA, PGI
The platform has been exceptional in our ability to drive carrier improvements, customer fault investigations and alerting of any country issues.
Gregor Rennie
EMEA Carrier Account Manager, Intrado
Spearline gave us better visibility on the quality of our service, and allowed us to detect and solve issues much faster. It contributed to improving call quality and customer satisfaction.
Pierre Baptiste Bechu
Tech Co-Founder, Aircall

Still not sure?
 
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