Earlier this week, Heavy Reading 4G/LTE, an independent telecom research organization, released the results of a report that show the importance of call quality to businesses. The main finding of the report is that, in 2014, businesses will begin to turn towards VoLTE and HD Voice to keep customers happy.
Titled “Mobile Call Quality: Does Better Really Matter?” the report showed that those organizations with poor voice quality received more negative customer comments. To build the report, Heavy Reading looked at key issues in the mobile voice product market, including HD Voice licensing, infrastructure and handsets, and performed interviews with mobile device companies.
The key findings of this report are as follows:
- Respondents in infrastructure industries reported a high number of mobile operator RFIs and RFPs asking about call quality.
- HD Voice, which is leveraged through Voice over LTE (VoLTE) is a minor expense.
- Call quality was listed as a major loyalty factor, particularly in the United States.
- Higher call quality may increase revenue, by encouraging longer calls.
“Call quality affects operator expenses such as attracting and retaining customers,”notes Tim Kridel, research analyst with Heavy Reading 4G/LTE Insider and author of the report. “The catch is that even when an operator provides call quality that's noticeably superior to that of its rivals, it's not necessarily something that customers will pay extra for.
