Live call quality feedback

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Hi,

We have a UK Account.

We are a Mortgage Broker business and have a small call center which supports a number of our consultants.  The call center is 'off-shore' in Cyprus and our consultants are in the UK.

We make and receive a lot of calls in the course of a day.  We speak with solicitors, lenders, our own consultants, clients, and many others.  The information being exchanged is quite detailed and significant and therefore call quality is paramount.

Most of the time, call quality is fine, but when it is not, the whole process almost 'paralyzes' because we cannot progress cases in a timely manner.  For example, an operator may be waiting for up to 1 hour in a queue to talk to a lender, and the line drops at the 50 minute mark and they have to start all over again.  Or, the call quality is so poor that they have to abandon the call and join the queue again.

We therefore use another 'backup' communications system.  This however introduces other issues since our company number for incoming calls is associated with RingCentral which is our main communications system.

If we seek RingCentral support, we are asked to provide examples of problematic phone calls including , origin, destination, time, nature of problem etc.

Our operators are extremely busy and do not have time to log these things down when they occur or even when they are asked to do so, and the problem remains unresolved.

So, my suggestion is to provide a feature to the user to allow them to provide live feedback regarding the quality of a call as it happens.

In the case of a Softphone for example, if during a call the user feels that the quality of the call is not good, they could click on a ‘quality button’ and provide a ‘tag’ to the call e.g. ‘Muffled’, ‘Breaking Up’, ‘Soft’, ‘Cannot hear other side’, ‘Echo’ or provide a ‘blank’ so that they can describe the issue themselves very briefly.

This way, you get live feedback from participating users about a problematic call.  This can be used for statistical purposes or system optimization.  The live information may also act as a precursor / indicator or collective trigger to your team about a problem which may not be readily seen by other means.

As a result, your team may decide to pre-emptively test a destination and perhaps change a routing.  Additionally, if there is a support call or complaint by the client, the problematic ‘call data records’ may already be tagged and that would save the need to start monitoring calls and logging call details in order to pinpoint the problem.

We have around 18 RingCentral users currently.

Thanks for providing the tools for us to provide suggestions, collaboration and feedback.

Cheers,

Peter






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Peter

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Posted 10 months ago

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Jessica - Community Moderator, Official Rep

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Thanks for the idea Peter!