Introduction

Managing a call centre, whether physical or virtual, isn't just about setting up equipment and calling it a day. You also need to be prepared for technical issues, like call drops. This article will explain the call drop meaning and what you can do when it happens.

What Is The Call Drop Meaning?

It refers to an unexpected disconnection during a conversation (Image source: Flickr). 

In a call centre, a dropped call refers to an unexpected disconnection during a conversation - caused by technical glitches or mishaps, not by either the caller or the agent hanging up intentionally. 

This issue can be frustrating for both the customer and the agent, as it interrupts the service flow and forces your agents to restart the interaction. Worse, constant service interruptions lead to lower customer satisfaction as well. To stay safe, you should ensure the percentage of dropped calls falls between 5% and 8%.

Why Does Call Drop Happen?

1. Bad Cell Signal

A Closer Look

Cellular signals usually weaken as they travel from cell towers to phones. Distance, obstructions, and even weather can affect this process! Almost every phone call requires a certain minimum signal strength for clear transmission, so when the signal falls below this threshold, errors occur in data packets and lead to dropped calls.

Let's have a closer look at some of the common factors affecting signal strength:

• Distance: The farther you are from a cell tower, the weaker the signal. That explains why rural areas with sparse tower coverage are particularly prone to this issue.
• Obstructions: Buildings, mountains, and even dense foliage can absorb or deflect cell signals, weakening the connection. Worse, materials like metal and concrete can be especially disruptive.
• Weather: Heavy rain, snow, and extreme temperatures might interfere with signal transmission.

How To Fix

You should utilise tools that provide real-time signal strength data within the call centre. 

Position agents in areas with the strongest and most reliable signal strength within the call centre. For persistent weak signal areas, consider installing carrier-approved signal boosters specifically designed for business applications.

What if cellular reception remains poor? Investigate alternative solutions like fixed-line VoIP (Voice over Internet Protocol) connections with reliable internet service providers. Omnichannel virtual call centres like StringeeX will be your best bet here.

2. Blocked Reception

We suggest investing in wireless headsets to provide agents with more mobility (Image source: Freerangestock). 

A Closer Look

Electronic devices and even certain building materials occasionally generate electromagnetic interference that disrupts cell signals. The result is either poor call quality or, worse, dropped calls.

Common sources of interference:

• Wireless devices: Bluetooth headsets, Wi-Fi routers, and baby monitors are common culprits behind the interference, especially if they operate on frequencies close to those used by cell networks.
• Building materials: Certain types of insulation and metalized window coatings do not exactly work well with cell signals.
• Microwave ovens: The brief bursts of interference caused by microwaves are rare for call centres but should not be entirely ruled out.

How To Fix

If feasible, consider relocating workstations or call centre equipment to areas with clearer signal paths to cell towers. This simple yet effective measure can help you identify and resolve areas with blocked reception due to building materials or internal obstructions.

For call centres in signal-shielded buildings, consider installing external, directional antennas to improve reception. Plus, we suggest investing in wireless headsets; they provide agents with more mobility within the call centre and help them find areas with better reception during calls.

3. Overcrowded Cell Sites

A Closer Look

Cell towers have a finite capacity for handling data traffic, measured by the number of simultaneous calls and data sessions they can support.

More often than not, these towers can become overloaded in busy areas with a high concentration of users, inevitably leading to congestion. 

The issue is especially alarming during peak hours like rush commutes or large gatherings! Increasing demands for data services (like streaming and video calls) only put additional strain on cell tower capacity.

When reaching its limit, the cell tower adjusts how it allocates its resources. Although calls are typically prioritised over data traffic, they might still be dropped during extreme congestion to maintain network stability.

How To Fix

The first step is to discuss options with your cellular provider regarding prioritised network access for your call centre during peak usage times.

Strategic approaches to distribute call volume throughout the day should also be implemented to reduce peak congestion. Scheduling appointments or call-back options, for example, are excellent ideas. 

Most importantly, you should actively monitor call drop rates to identify patterns related to specific times or locations within the call centre. Use what you have learned to target solutions and track improvement from there!

4. Malfunctioning SIM Card

A Closer Look

A tiny chip called the Subscriber Identity Module (SIM) card connects your phone to the cellular network. It stores unique identification information for your device and facilitates communication with cell towers. Unfortunately, it is quite prone to malfunctioning due to several factors (sometimes out of your control):

• Physical damage: Bending, scratching, or even exposure to extreme temperatures can damage the delicate circuits within the SIM card and disrupt communication with the network.
• Corrosion: Corrosion on the SIM's metal contacts due to moisture exposure is totally a possibility.
• Software glitches: In rare cases, software glitches within the SIM card itself lead to connectivity issues.

How To Fix

Quickly identify affected agents who experience frequent dropped calls, then visually inspect their SIM cards for any physical damage or debris. Is the damage evident? If yes, isolate the agent and provide a replacement SIM card from your spare inventory.

But what if a significant number of agents are affected and your spare stock is depleted? In that case, contact your carrier to expedite replacement SIM cards. You may also explore options for remote SIM card diagnostics with your carrier (if available) to identify potential software issues without needing immediate replacements.

5. Outdated Operating System

An outdated OS lacks security patches to protect the system against vulnerabilities (Image source: Freerangestock). 

A Closer Look

The operating system (OS) on your phone manages various functions, which, of course, include network connectivity. 

Newer OS versions often contain bug fixes that address network connectivity issues, but unfortunately, an outdated OS might still suffer from those bugs! Worse, they even lack security patches to protect the system against vulnerabilities that could be exploited to disrupt network communication.

Also, don't forget that cellular networks and call functionalities constantly evolve. Since outdated OS versions are not fully compatible with the latest network protocols, connection issues will be inevitable.

How To Fix

Analyse call drop data to identify specific agent devices potentially using outdated OS versions. 

Does your call centre utilise Mobile Device Management (MDM) software? Check the OS versions on affected devices. If MDM allows, remotely push out the latest OS update to affected devices.

For agents without MDM access, encourage them to check for and download the latest OS update manually on their devices (of course, ensure they have sufficient storage space beforehand).

6. Router Issues (for calls made over Wi-Fi)

A Closer Look

Wi-Fi calling utilises your internet connection to make and receive calls. Hence, if you experience dropped calls while using Wi-Fi calling, the following router issues are the likely culprits:

• Weak Wi-Fi signal strength: A weak Wi-Fi signal can lead to choppy audio and, ultimately, dropped calls. The real issue might lie in the distance between the phone and the router, obstructions in the signal path, or the router's limitations.
• Overloaded network: When your Wi-Fi network handles a high volume of devices and data traffic, it might become congested and lead to dropped calls. Even a strong signal doesn't help here.
• Outdated router firmware: Due to bugs and a lack of optimizations (for newer Wi-Fi calling technologies), old router firmware is more likely to cause connection instability than you might think.

How To Fix

First, pinpoint specific areas within the call centre with a high incidence of dropped Wi-Fi calls. Don't forget to check the network monitoring tools for signal strength variations in those areas.

• If specific areas are affected, relocate agents to workstations with stronger Wi-Fi signal strength.
• For workstations with persistent issues, consider temporarily switching those agents back to cellular calls.
• If the entire call centre relies on Wi-Fi calling and the issue seems widespread, review your router configuration. Look for options to prioritise VoIP traffic (call traffic) and make sure the router uses the least congested Wi-Fi channel.

Extra Tips To Prevent Call Drops In The Future

You should segment the network to isolate call traffic (Image source: Freerangestock). 

• Confirm your routers are business-grade and can handle the high call traffic often associated with a call centre.
• Segment your Wi-Fi network! This approach will create a separate network specifically for call centre devices. As call traffic is isolated, you will see significantly less congestion on the overall network.
• Configure your routers to prioritise VoIP traffic for Wi-Fi calls. From our observation, it's the best way to ensure consistent bandwidth allocation for uninterrupted calls.

Conclusion

This article didn't simply explain the call drop meaning. We also explored the common issues behind them and discussed practical troubleshooting tips! Contact us if you still need further clarification.