Call Quality,Terms

Call quality refers to the efficiency and effectiveness of conversation between a customer and a customer service representative. Call quality is measured by monitoring both the technical side of the call such as call stability as well as how well the customer service representative handles and resolves the problem the customer is facing.

G711

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.

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Network Packet

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.

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Frame Relay

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

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Latency

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.

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Wrap-Up Time

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.

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Jitter

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.

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First Call Resolution

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

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Queue Time

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

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Average Speed of Answer

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.

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Call Abandonment Rate

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.

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“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

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“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

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“We have been using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It saves a lot of time when you on the road. Also, the afterhours messaging is more professional. We need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”
Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

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The Land Conservancy of New Jersey​

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