Call quality monitoring evaluates the technical and experiential quality of voice interactions. It encompasses audio quality metrics, conversation effectiveness measures, and compliance verification.
What does call quality monitoring measure?
Technical metrics include audio clarity, latency, jitter, and dropped packets. Conversational metrics cover resolution rates, sentiment trends, escalation frequency, and customer satisfaction. Compliance monitoring verifies required disclosures were made and proper procedures followed.
Why does call quality monitoring matter?
Quality issues degrade customer experience and operational effectiveness. Monitoring identifies problems early: audio issues that frustrate callers, conversation patterns that fail to resolve issues, or compliance gaps that create risk. Continuous monitoring enables continuous improvement.
Call quality monitoring in practice
A voice AI platform provides dashboards showing real-time quality metrics. An alert triggers when latency exceeds thresholds for a specific carrier route. Investigation reveals a network issue, which is reported and resolved before significantly impacting customers. Weekly reports identify conversation patterns associated with low satisfaction for targeted improvement.