Why Call Voice Quality Is More Important Than You Think

The bar for call quality has been raised.

Mobile carriers, like T-Mobile, have switched to technology that boasts higher call quality and it’s the responsibility of businesses to ensure that their call quality keeps pace.

What you may not realize is how your customers perceive call quality and why it should factor into your contact center needs.

As a business owner, you must strike the perfect balance between cost-efficiency and call quality.

Here’s how to accomplish that.

Why Call Quality Matters

Imagine you see someone driving a sports car.

The paint job is ruined, the back bumper is hanging off, and the side mirror is held on by duct-tape.

What would this tell you about the owner?

Probably that the car didn’t mean much to them.

That’s the same perception that customers have when they call into a contact center with poor call quality.

Dropped or distorted calls lead to disappointed and angry customers, which ultimately affects your profitability and contact center efficiency.

This was the challenge NetSuite was having when they turned to Five9.

“Imagine you have a critical project and you can’t get the answers you need, because you can’t hear the person you’re talking to. Our customers would have to repeat things, and sometimes the agent would misunderstand and go down the wrong path.” – Bernie Fraser, Technical Support Director at NetSuite

When Saving Money Isn’t a Good Idea

Sure, there are alternatives to contact center software out on the market today.

You could easily use Skype or VoIP services to serve as a contact center for your business.

But these methods rely solely on your public Internet connection, so your call quality is directly linked to the quality of your Internet.

In times of heavy Internet usage, this creates latency and results in jittery and garbled call quality.

Keep in mind, too, that your business uses the Internet for daily operation, not just for your contact center. This creates even more traffic.


A great benefit of contact center software like Five9 is that it uses a combination of traditional copper connection and VoIP to maintain high call quality.

This provides you with the best possible conditions, no matter what your VoIP traffic looks like.

To learn how Five9 can help you create a contact center catered specifically for you, contact a Five9 rep today.