Call Quality Issues

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Common Issues

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Choppy or Robotic Audio

• Poor internet connection at caller’s location
• Network congestion
• Caller using speakerphone in noisy environment

• Ask callers to use a regular handset if possible
• Check if the issue is consistent or intermittent
• Contact support if quality issues persist

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Agent Not Understanding Caller

• Background noise on caller’s end
• Caller speaking too fast
• Strong accent or unusual terminology

• Encourage callers to speak clearly
• Update agent instructions with industry-specific terms
• Add common phrases to your knowledge base

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Echo or Feedback

• Caller’s phone hardware issue
• Call forwarding chain too long
• VoIP configuration problem

• Simplify call forwarding setup
• Check VoIP system settings
• Contact your phone provider

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Testing Call Quality

1. Call your CallEquip number from a different phone
2. Have a normal conversation with the agent
3. Note any quality issues
4. Check the recording in your dashboard

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When to Contact Support

• Consistent quality issues across multiple calls
• Calls dropping unexpectedly
• Long delays before agent responds
• Recording quality problems