Mean Opinion Score (MOS)

Evaluating the quality of voice communications in call centers and telecommunication is paramount. A widely used metric for this purpose is the Mean Opinion Score (MOS). Call centers can enhance their service quality and customer satisfaction by understanding MOS.

 

What is a Mean Opinion Score?

Mean Opinion Score (MOS) is a numerical measure used to assess the quality of audio and voice communications. It is a subjective metric derived from user feedback, representing the average opinion of users regarding the overall quality of a communication system. MOS provides a standardized way to quantify the user experience and identify areas of improvement.  

MOS is typically reported on a scale from 1 to 5:

1 - Poor, 2 - Fair, 3 - Good, 4 - Very Good, 5 - Excellent 

 

Mean Opinion Score Calculations 

The MOS calculation involves gathering subjective assessments from users who rate the quality of their voice experience. These ratings are then averaged to produce the MOS value.

Users can rate their calls on a scale of 1-5. The more ratings collected, the more accurate the MOS will be. The sum of the scores is divided by the total sum of scores by the number of users providing ratings to calculate the MOS.

 

Benefits of a Mean Opinion Score 

Quality Measurement

MOS provides a direct measure of customer call quality. This helps call centers monitor and improve audio clarity, call connectivity, and overall user satisfaction.

Customer Experience 

High MOS scores typically correlate with positive customer experiences. By maintaining or improving MOS, call centers can ensure that their customers receive clear and satisfactory communication.

Performance Benchmarking

MOS allows call centers to benchmark their performance against industry standards or competitors. It provides insights into how well a call center's communication systems perform compared to others.

Operational Efficiency

Identifying and addressing issues related to poor MOS scores can lead to better call quality, which reduces the need for repeat calls and improves overall operational efficiency.

Customer Retention

Good voice quality is integral to customer satisfaction. High MOS scores can lead to higher customer retention rates, as clear and effective communication is a significant factor in customer loyalty.

 

Challenges in Using MOS

While MOS is a valuable metric, it also comes with challenges:

Subjectivity

MOS relies on subjective user feedback, which can vary widely among individuals, possibly impacting the consistency and reliability of the scores.

Sample Size

A small number of ratings can lead to inaccurate MOS results. To ensure reliability, a sufficiently large sample size is needed.

Contextual Factors

External factors such as network conditions and user devices can influence MOS scores. It is important to consider these factors when interpreting results.

Feedback Bias

Users might rate higher or lower based on their recent experiences or expectations, which can skew MOS results.

 

How to Improve Mean Opinion Score

Call centers can enhance MOS and overall communication quality in various ways: 

Upgrade Technology

Invest in high-quality communication systems and infrastructure to minimize issues affecting call clarity.

Regular Monitoring

Continuous monitoring of MOS and analyzing trends to identify areas needing improvement.

User Training

Educate users on how to provide accurate ratings and feedback. 

Address Issues Promptly

Quickly resolve any issues impacting call quality to maintain high MOS scores.

Feedback Analysis

Use MOS data to understand customer preferences and address recurring problems.

 

Conclusion 

MOS is a crucial metric for assessing and enhancing voice communication quality in call centers. For more information on optimizing your call center's performance and ensuring excellent communication quality, visit AVOXI's contact page to request a demo.