Using Voice Over IP for Homeshoring is Mixed due to voice quality concerns

It seems kind of dated and backwards.  You sign up to be a work at home, homeshoring agent and then required to use a regular phone line.

In this day of Unified Communications and Voice Over IP (VOIP) what gives?

The reasons is quality. 

You’re Breaking Up

VOIP converts your Voice to digital packets and sends it out over the internet in the same manner as data.  When you’re using VOIP, your voice is treated the same way your emails are treated.  And that’s the concern.

Voice needs a fast consistent network.  The Internet providers offer a mixed bag of quality, especially to homes.  Voice packets may not be consistent and that would lead to pauses and breaks that reduce the quality of the conversation.  The term used by network techs is QoS or quality of service.

Low QoS won’t work in the HomeShoring world.  Many Contact Centers are reluctant to let their agents use VOIP. An article from tmcnet.com spelled it out:

There are, however, still enough lingering QoS issues with VoIP to make many but not all contact centers leery about linking home workers with it. While firms like Convergys permits it several teleservices firms such as Arise and Working Solutions prohibit the method; West discourages it.

Can You Hear Me Now?

They are not sexy but copper phone lines are reliable and consistent, the key reasons most HomeShoring opportunities require you to have one. 

And ideally – it should be a dedicated line.  Call Waiting interrupts are not acceptable.  So what do you do if you only have a single phone line?

1. Turn off Call Waiting. 

Find out from your phone company what the Disable Call Waiting code is for your service. Depending on where you live, it will be one of the following three codes: *70, 70# or 1170.

2. Switch Your Personal Calls to Your Cell Phone

You are probably doing this already, but start telling friends and family to reach out to you by cell.  Since your schedule will vary, make your cell phone your primary contact number all the time.

Voice Over IP will eventually be the standard for remote workers and homeshoring agents.  But it needs a strong reliable network that runs into your home before it can be used universally.