Call Quality,Terms

Discover what G711 is, how it works, what the alternatives to this narrowband audio codec are, and the difference between G711 μ-law and A-law.

Read more about network packets to find out what they are, how they work, the difference between a network packet and a frame, and why they are important.

Find out what frame relay is, how it works, an example of the frame relay protocol, as well as the advantages of it.

High latency can significantly hamper the quality of calls between your customers and agents. Find out what causes high latency and how you can fix it.

A long wrap-up time can indicate your agents aren’t performing as well as they could. Find out how you can improve your agent’s wrap-up time.

Jitter can significantly affect the quality of calls and customer service your company provides. Find out what jitter is and how you can improve it.

Long queue times can negatively impact the customer service experience your business provides. Find out how you can improve your queue times.

Find out what first call resolution is and how a low FCR rate can affect the customer service experience provided by your agents.

Average speed of answer is crucial for customer satisfaction. Find out what it is and what average speed of answer your business should be striving for.

A high customer abandonment rate can result in poor customer service. Find out what the average call abandonment rate is and how you can reduce yours.