Facing constant VoIP call quality disruptions, how do you keep your team motivated and morale high?

It is important to understand the nature of voice as a real-time communication. VoIP disruptions are latency, voice breaking, and disconnection. So, we have to identify the nature of the issue first to investigate correctly. Usually, latency (jitter) and voice breaking are a result of a bandwidth issue, such as link congestion. The first step is to check your VoIP link utilization. Then, make a space for voice. Moreover, problems such as not ringing or no voice is going are kinds of issues related to signaling and denying VoIP packets. First step, check if there is something blocking VoIP traffic from going through. Then, define and allow desired ports to make successful VoIP calls.

Step one is to define and understand why the interruptions are happening. Is it the carrier? Is it our equipment, CPE or process. Problems occur but sucessful people and companies know how to identify and solve a problem so it does not re-occur.

Openly acknowledge the disruptions and their impact on the team. Transparency builds trust and shows that leadership is aware of the problem and committed to finding a solution. Example from experience: During a period of frequent VoIP disruptions, I held a team meeting to acknowledge the issues everyone was facing. I ensured that the team knew I was aware of the problem and working on solutions, which helped ease frustrations.

Start by recognizing the problem openly. Transparency about the disruptions builds trust and shows your team that you are aware and actively addressing the issue.

Show understanding and empathy towards the team’s frustrations. Create an environment where team members feel comfortable sharing their concerns without fear of repercussions. Example from experience: I scheduled regular one-on-one check-ins to listen to team members' specific challenges related to the disruptions. This empathetic approach helped them feel heard and valued, improving their overall morale.

Understand and empathize with your team's frustrations. Encourage them to share their experiences and provide a supportive environment where they feel heard and valued.

Explore and implement temporary alternative communication solutions while working on resolving the VoIP issues. This ensures that the team can continue working efficiently. Example from experience: We temporarily switched to using a combination of email, instant messaging, and video conferencing tools like Zoom and Teams during VoIP outages. This ensured continuous communication and reduced frustration among team members.

It is important to explore and implement temporary alternatives, such as using mobile phones for critical calls or adopting other communication tools (like instant messaging or emails) until the issue is resolved.

Provide training to help the team understand the issues and equip them with basic troubleshooting skills. This empowers them to handle minor disruptions independently. Example from experience: We organized a short training session to teach the team basic troubleshooting steps for VoIP issues. This not only helped reduce downtime but also made the team feel more in control and less frustrated by disruptions.

Offer training sessions on how to manage and mitigate call quality issues. This empowers your team with the skills to handle disruptions more effectively and reduces frustration.

Recognize and reward your team for their resilience and adaptability during this challenging period. Positive reinforcement can boost morale and maintain motivation.

Recognize and reward the team’s resilience and adaptability during challenging times. Positive reinforcement boosts morale and encourages a supportive team culture. Example from experience: I implemented a recognition program to highlight and reward team members who demonstrated exceptional resilience and adaptability during the VoIP disruptions. This recognition fostered a positive team spirit and motivated everyone to stay committed.

Communicate ongoing efforts to resolve the VoIP issues and involve the team in the improvement process. This transparency and collaboration help build a sense of ownership and collective responsibility. Example from experience: We formed a small task force that included team members to work with IT on identifying and resolving the VoIP issues. Regular updates on progress and team involvement in the solution process kept everyone informed and engaged.

Show your commitment to resolving the issue by involving your team in the solution process. Solicit their feedback on potential improvements and keep them updated on progress. This participatory approach can enhance their sense of ownership and commitment.