Call Centers

Call Centers-Problem of Poor Voice Quality

Call centers mostly receive and make calls to carry out all outsourced works and services of the company. These works are carried out by the competent staff or agents who are well skilled and experienced to deliver best customer services and make online sales, generate leads and collect debts from company's customers. If the call center agents have poor quality of voice then the customer service quality is bound to suffer. The good quality of voice determined by its pitch and frequency powered by proper confidence attracts a large number of people towards itself.

In recent years it has been seen that Problem of Poor Voice Quality has reached to an epidemic proportion and has considerably affected the business of the call centers.

There may be many factors attributing to poor voice quality most of which are within the control of contact centre operators. Lots of background noise causing disturbance to the agents, headsets of inferior quality, loose connections, poor VoIP services, and use of Skype, poor transit by carriers and bad mobile phone connections and handsets may result in this problem.

In contact centers when most of the time the agents are interacting with the customers and clients on phone, poor voice quality may mean serious business loss to a considerable extent. This also results in lot of time wastage as the customers on the other side of the phone continue asking for repetition of spoken sentences by the agents. It has been found out in a recent survey that 84% of organization do not have proper system and strategy to deal with this issue and effectively remove it out.

For the effective removal of this problem there must be proper training system to call center agents. The voice and accent training successfully eliminates the problem. The agents must listen to their pre recorded voice and get expert training to improve their voice quality.

As the company pays for each call as per the service level agreement the frequent repetition and revision of the statements by the call center agents will result in loss of plenty of time and money.

There are some service providers in Rajasthan which provide testing and monitoring solutions to effectively deal with the problem and thus never let the problem grow to alarming proportion.