India’s telecom regulator, TRAI, is doubling down on consumer feedback, and as an initiative, they have announced a revamp for their existing MyCall application. The app now includes an indicator that would allow rating how well a network is actually performing for the average user. Basically, it lets telecom users directly rate and report their voice-calling experience in real time. As per TRAI, this aims to improve the Technical Quality of Service (QoS) metrics, which for long don’t always match what a subscriber experiences on a call. Let’s take a detailed dive into how the new app works and how it’s useful.
With the updated revamp, the MyCall app now lets consumers flag call quality issues as they happen and route that feedback to both TRAI and the respective Telecom Service Providers. According to TRAI, this is meant to help operators pinpoint network trouble spots and take action, while also giving the regulator harder data on Quality of Experience across networks.
The revamped app comes with a few consumer-facing additions, including a 1-5 star rating system for instant feedback right after a call. It also includes the ability to report specific issues such as call drops, echo, audio delay, cross-connection, voice breaking, one-sided audio, and slow call connection.
There are also automatic post-call feedback prompts, so users don’t have to open the app manually every time. Aside from that, there is a map view showing your rating and feedback history. It also includes a built-in Coverage Test feature to check signal strength.
TRAI has announced that the latest features of MyCall are available for Android users on the Google Play Store. Though, details regarding an iOS version haven’t been mentioned.
Speaking on the revamp, Shri Anil Kumar Lahoti, Chairman, TRAI said, “The revamped TRAI MyCall app is expected to strengthen consumer participation feedback on telecom service quality by enabling subscribers to provide immediate and perceived feedback on their call experience. The feedback will assist Telecom Service Providers in identifying network deficiencies and taking corrective measures, enhanced customer satisfaction, and a better overall mobile communication experience.”