New Delhi: Telecom consumers frustrated by dropped calls or poor voice quality can now opt for a direct and easy-to-use channel to flag such issues. In a move to strengthen the monitoring of call quality issues, telecom regulator TRAI on Monday launched the new and improved version of the 'MyCall' mobile application that would enable users to assess voice-calling experience and report problems like call drops, echo and audio delay.

The app, currently available for download on the Google Play Store for Android users - not yet for Apple devices - is entirely voluntary, with TRAI making it clear that it does not favour making its use mandatory. The all-new version of the MyCall app has more to offer than the previous nine year old application, which faced compatibility issues with Android 12+ devices, as per TRAI.

TRAI said it has new and enhanced features such as coverage tests, and offers multilingual support with Bhashini. Data and analytics are shared with the telecom service providers for undertaking targeted network optimisation. Other changes include intutive app design with improved user experience, call list availability on landing page for rating, configurable pop-ups and visibility of network parameters of rated calls to users.

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Telecom Regulatory Authority of India (TRAI) Chairman Anil Kumar Lahoti said the app will be an important tool in the hands of consumers to report their calling experience issues to service providers.

The app offers features like instant rating of voice calls through a 1-5 star feedback. It would also enable consumers to report specific issues like call drops, echo during calls, audio delay, cross connection, voice breaking, or where one party is unable to hear the other, and calls that take too long to connect. The feedback will be available to service providers for corrective action.

Other features include automatic post-call feedback prompts; rating and feedback history on an interactive map; as well as a coverage test feature to assess signal strength.

According to TRAI, MyCall is a citizen-centric digital platform that enables telecom consumers to share real-time feedback on their voice-calling experience, along with relevant network parameters.

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The feedback provided by consumers is visible to Telecom Service Providers (TSPs) as well as TRAI in anonymised form. This feedback would provide valuable insights to telcos, helping them identify areas where network performance needs improvement and accordingly take targeted corrective measures.

TRAI believes that the consumer-driven approach would enhance the overall Quality of Service (QoS). The platform also strengthens evidence-based regulatory oversight by enabling TRAI to assess the Quality of Experience (QoE) across telecom networks based on real consumer feedback, the regulator said.

"With over one billion telecom subscribers in India, voice calling continues to be the most fundamental telecom service and is often the first indicator of network quality experienced by consumers," TRAI observed.

While network performance is evaluated using technical Quality of Service (QoS) parameters, the Quality of Experience (QoE) perceived by consumers also provides an important perspective on service performance, TRAI said, adding, MyCall bridges this gap by combining consumer feedback with relevant network information to facilitate a more comprehensive assessment of telecom service quality.

TRAI Chief Lahoti noted that while there has been rapid growth in mobile broadband, voice calls remain the most widely-used telecom service, with consumers expecting reliable connectivity and clear conversations. TRAI's quality-of-service framework, including regulatory standards, periodic reporting, independent drive tests and monitoring, has improved transparency and accountability, he said, but added that consumer feedback on actual call experiences remains crucial, complementing technical measurements to provide a more comprehensive assessment of telecom service quality.

"It is with this objective that TRAI has revamped the MyCall mobile application. The application provides a simple mechanism for consumers to voluntarily rate their voice calling experience, either immediately after a call or through the app, and report issues such as call drops, echo, audio delay, or cross-connection," Lahoti said.