Gold Coast Solar Business Cuts Call Quality Complaints by 98% With 4G/5G Internet

A Gold Coast solar company running a national call centre for customers across Australia was experiencing constant call quality complaints and dropped calls. Their NBN connection couldn't handle the VoIP load reliably, and every dropped call meant a lost sales opportunity or a frustrated customer.

The Situation Before

The business had grown its call centre operation to handle inbound solar enquiries and aftercare calls from across Australia, but their internet infrastructure hadn't kept pace. The NBN service at their Gold Coast office was inconsistent — peak-hour congestion was killing call quality and the VoIP system was constantly dropping calls or breaking up mid-conversation.

• 1

  NBN connection suffering heavy peak-hour congestion — call quality degraded every business day between 10am and 3pm

• 2

  VoIP calls dropping mid-conversation — customer complaints about audio cutting out were a daily occurrence

• 3

  No failover — when the NBN went down, the entire call centre went offline and calls could not be received or made

• 4

  Call centre staff spending time re-dialling dropped calls instead of handling more customers

• 5

  CRM integration with the phone system was unreliable — call data wasn't logging correctly due to connection instability

• 6

  Unable to scale the call centre confidently — every new agent added more load to an already struggling connection

The Solution

We replaced the NBN connection as the primary voice path with a bonded 4G/5G solution specifically engineered for VoIP traffic. All call centre calls were routed primarily over 4G/5G, which provided consistent low-latency throughput unaffected by the NBN congestion issues. The NBN was retained as a secondary path for general data traffic. QoS policies were configured to prioritise voice packets at all times.

• Bonded 4G/5G connection deployed as the primary internet path — two carrier SIMs combined for redundancy and throughput

• All VoIP and Teams Phone traffic routed exclusively over the 4G/5G path via QoS traffic shaping

• NBN retained as secondary path for general business data — internet browsing, CRM, and cloud apps

• Automatic failover configured — if either path degrades, traffic shifts to the remaining connection within seconds

• Managed router replaced with a business-grade unit with full traffic visibility and ongoing monitoring

• Call volume and quality reporting configured so the operations team could track performance in real time

What Changed

• Customer call quality complaints dropped by 98% in the first month — the improvement was immediate from day one

• The call centre has had zero unplanned outages since deployment — staff can rely on the phones being available all day

• Call centre productivity improved because staff are no longer re-dialling dropped calls or dealing with audio issues

• The operations manager now has live visibility into call quality metrics and internet performance from a single dashboard

• The business is now confident scaling the call centre — additional agents can be added without the infrastructure becoming a bottleneck