Quality Matters

10 April 2013 | Michel Guyot


With the proliferation of smartphones and over-the-top voice applications, users have more options than ever for international voice calling. As a result, mobile operators, over-the-top providers and other consumer-facing voice providers are focusing more and more on improving the quality of their voice calling experience to stand out from the competition and increase customer loyalty. This increased focus on quality creates new demands for carriers to provide top-notch voice quality and a better customer experience to their retail customer base.

With the proliferation of smartphones and over-the-top voice applications, users have more options than ever for international voice calling. As a result, mobile operators, over-the-top providers and other consumer-facing voice providers are focusing more and more on improving the quality of their voice calling experience to stand out from the competition and increase customer loyalty. This increased focus on quality creates new demands for carriers to provide top-notch voice quality and a better customer experience to their retail customer base.

Better quality is win/win for the voice ecosystem: end users talk longer and ultimately spend more money when call quality is flawless. For instance, answer rates while users are roaming go up by 25% when CLI is delivered. But on the flip side, fewer than 20% of users contact Customer Service when they experience quality issues. Most just cut their calling short, or switch to another service.

These real revenue impacts are why we at Tata Communications have rolled out a series of network improvements to maximize the call quality we deliver to our customers. We’re now better able to track quality across our network and our suppliers, on a wider variety of metrics such as MOS, and make proactive improvements before customers detect a problem.

HD Voice is another area where carriers play a role in improving quality for the voice ecosystem. Over 60 mobile operators have enabled HD Voice on their networks to date, but for their end users to gain the benefit of HD Voice when calling off-net, carriers need to be ready and able to route HD calls end-to-end IP, with no transcoding.

But maximizing quality isn’t something any one provider can do alone. To keep end users talking, we all need to put a focus on quality front and centre.