The advent of high-speed 5G internet presents both challenges and opportunities for global telecom players. In an increasingly competitive market, telecom players are emphasising customer retention more than acquiring new customers. This has put the focus on the importance of Quality of Service (QoS) in international voice communication for enterprises.
High-speed communication in the form of voice, video, and multimedia requires telecom providers to guarantee a consistent level of QoS for their customers. After all, call quality has a direct impact on customer experience (CX). Majority of the consumers view CX as a major factor when selecting their telecom service provider. They are even willing to spend more for an exceptional CX. On the flip side, however, they can be proactive in switching brands after a poor experience.
That brings us to the question – what are the current challenges facing telecom providers in improving their QoS?
Let’s discuss them in the following section.
5 QoS Challenges in International Communication
Despite the advancement in business communication, voice-based communication is still relevant for customer-centric enterprises.
Here are 5 QoS-related challenges associated with international communication:
1. Real-Time Call Monitoring
As a business practice, real-time call monitoring enables organizations to improve call quality as well as measure the efficiency of customer response. For instance, call monitoring in customer support teams is used to ensure quality assurance and train new customer support executives.
Additionally, with real-time call monitoring, organisations can leverage speech analytics to improve the customer experience. However, the challenge lies in implementing a cost-efficient call monitoring solution for overall business success.
2. Fraud Detection
Fraud calls or phone spam is another major challenge in the voice communication domain. In 2022, scam victims in Singapore were duped of S$660.7 million (up from S$632 million in 2021).
In recent years, voice-based phishing (or vishing) has been deployed by cybercriminals to extract sensitive information from the victims. According to a report, in March 2022, organizations experienced the highest number of vishing attacks ever recorded, surpassing the previous record set in September 2021. Vishing is also directed at enterprises and their employees to obtain vital account-related information.
3. Integrating Multiple Communication Channels
For effective customer retention, organizations need to maintain consistency across different communication channels and touchpoints. Besides voice communication, today’s customers have access to other communication channels, including email, chat, social media, and more.
To that end, organizations need to efficiently integrate and coordinate their customer communication channels. Through proper integration, they can ensure consistent CX and avoid any duplication. By leveraging data-driven insights from these channels, enterprises can also improve their communication strategy and personalize customer interactions.
4. High Latency
A January 2021 survey found that business leaders prioritise call latency over speed. 9 out of every 10 business executives believe that business success depends more on low latency.
High call latency can easily impact call quality, thus frustrating both consumers and business executives. More profoundly, it can cause delays in voice communication and adversely impact customer experience.
To improve latency-related challenges, organizations must consider the following measures:
- Upgrading their existing call infrastructure and communication devices
- Improving their call routing system
- Choosing the right telecom service provider
5. Cost Management
The latest telecom statistics stress that 77% of consumers believe a phone call is the best way to get answers to their queries. Also, 65% of consumers prefer to contact a business by phone.
With the increasing adoption of voice communication tools, companies are incurring more costs with their legacy communication equipment and tools.
Here are some of the cost-related challenges that enterprises face:
- Upgrading and replacing their communication equipment and hardware devices
- Increased time and money spent by enterprises in addressing customer concerns and queries
- A shortage of skilled communication specialists adds to an organization’s hiring and training costs
How Can We Help in Balancing Cost and QoS in International Calls
Even with the proliferation of other digital communication channels, voice communication tools remain relevant for customer-facing enterprises. The challenge for enterprises is to balance their QoS with the cost factor.
Globe Teleservices has designed and implemented international voice communications for businesses across the globe. Our voice-based solutions have enabled our customers to centralize their customer communication, integrate with multiple channels, and optimize voice calls anywhere in the world.
Our integrated voice platform offers multiple business benefits, including:
- Cost-effectiveness – with affordable international calls at optimum call quality
- Quality assurance – driven by global partnerships and dynamic call routing capabilities
- Anti-fraud management – achieved by the use of business intelligence (BI) for monitoring network traffic
- Dynamic routing and analytics – with low-cost best quality routing (LCBQR) services for both telecom retailers and operators
Are you looking for a cost-effective mode to improve the quality of service in international calls? Let us help you. Get in touch with us today!