Upgraded App Lets Users Rate Calls, Report Call Drops and Share Real-Time Feedback, Helping Telecom Operators Improve Network Performance Across India

The Telecom Regulatory Authority of India (TRAI) has introduced a significantly upgraded version of its MyCall mobile application, reinforcing its efforts to improve the quality of voice calling services across the country through greater consumer participation. The revamped application comes with several new features that enable users to instantly rate voice calls, report call drops and network issues, perform coverage tests, and maintain a history of their feedback.

The enhanced platform is designed to bridge the communication gap between consumers, telecom service providers and the regulator by collecting real-world user experiences. Unlike conventional network monitoring methods that primarily rely on technical performance indicators, the MyCall app focuses on the actual quality experienced by consumers during everyday phone calls.

TRAI believes that integrating customer feedback into its quality monitoring framework will help telecom operators identify problem areas more efficiently, optimise their networks and ultimately deliver a better calling experience to millions of mobile users across India.

A Major Upgrade After Eight Years

Originally introduced in 2018, the MyCall application has now undergone its most significant transformation since its launch.

The overhaul reflects rapid developments in India's telecom ecosystem, including:

• Expansion of 4G and 5G networks

• Increased smartphone penetration

• Higher consumer expectations

• Growing dependence on digital communication

• Advances in mobile technologies

The updated version has been redesigned to offer a more user-friendly interface while collecting richer network performance data.

Instant Voice Call Rating System Introduced

One of the most notable additions is the ability for users to rate the quality of every voice call immediately after it ends.

The app now allows consumers to:

• Assign a 1 to 5-star rating for each call

• Evaluate overall call quality

• Share instant feedback

• Report poor voice clarity

• Highlight network interruptions

This feature enables telecom companies to understand customer experiences directly rather than relying solely on technical network measurements.

Easy Reporting of Call Drops and Network Issues

Call drops remain one of the most common complaints among mobile users.

The revamped MyCall app enables customers to quickly report:

• Dropped calls

• Poor voice quality

• Connectivity interruptions

• Weak network coverage

• Other service-related issues

The simplified reporting mechanism encourages greater participation while helping operators identify recurring problems in specific locations.

Automatic Feedback Prompts Improve User Participation

To make the feedback process seamless, the application now automatically prompts users after completing a voice call.

This eliminates the need to manually open the app each time a user wants to report an issue.

The automated system is expected to:

• Increase user engagement

• Capture more accurate feedback

• Improve reporting frequency

• Build a larger database of consumer experiences

More extensive consumer participation can significantly improve the reliability of collected data.

Coverage Testing Enhances Network Analysis

Apart from collecting call feedback, the updated application also enables users to conduct coverage tests.

These tests provide valuable information about:

• Signal strength

• Network availability

• Voice connectivity

• Mobile coverage quality

Such data helps telecom companies identify weak coverage zones and prioritise network upgrades where they are needed most.

Consumers Can Track Their Feedback History

The new version introduces a personalised dashboard that allows users to review all their previous submissions.

Consumers can now:

• Access their call ratings

• Review reported issues

• Track feedback history

• Compare network experiences over time

This additional transparency encourages continued engagement while allowing users to monitor improvements in service quality.

Consumer Feedback to Be Shared with Telecom Operators

A significant enhancement in the upgraded MyCall app is the direct sharing of consumer feedback with telecom service providers.

Previously, this feature was not available.

With direct access to user reports, telecom operators can:

• Detect network deficiencies faster

• Analyse recurring customer complaints

• Improve network optimisation

• Resolve location-specific issues more efficiently

This collaborative approach is expected to shorten the time required for identifying and correcting service problems.

Feedback Will Support, Not Penalise, Telecom Companies

TRAI has clarified that information collected through the MyCall application will not be used to impose penalties on telecom operators.

Instead, the data will serve as:

• A network improvement tool

• Consumer experience indicator

• Supplementary quality monitoring mechanism

• Resource for infrastructure optimisation

The regulator emphasised that the objective is to improve service quality rather than initiate punitive action.

Part of TRAI's Digital Consumer Ecosystem

The revamped MyCall app is part of TRAI's broader initiative to modernise its digital consumer platforms.

Earlier this year, the regulator also upgraded:

Do Not Disturb (DND) App

New features include:

• Simpler complaint filing

• Multilingual support

• Improved dual-SIM functionality

• Better spam call management

• Enhanced user interface

MySpeed App

The upgraded application enables users to measure internet speeds and provide feedback on broadband and mobile data performance.

Together, these applications strengthen consumer participation across multiple areas of telecom service quality.

Benefits for Consumers

The enhanced MyCall application offers several practical advantages for mobile users.

Key Benefits

• Quick call quality ratings

• Easy reporting of call drops

• Improved transparency

• Better network monitoring

• Direct contribution to service improvements

• Enhanced customer experience

Over time, widespread participation could help improve voice calling quality across both urban and rural regions.

Importance for India's Telecom Industry

India has one of the world's largest mobile subscriber bases, making consistent network quality essential for individuals and businesses alike.

Reliable voice connectivity has become increasingly important due to:

• Digital payments

• Remote working

• Online education

• Telemedicine

• E-commerce

• Government digital services

Consumer-generated data provides telecom companies with valuable insights that complement technical network analytics and support more informed infrastructure planning.

Challenges Ahead

While the revamped application introduces several improvements, its long-term success will depend on:

• Higher consumer adoption

• Consistent user participation

• Timely response from telecom operators

• Effective utilisation of collected feedback

• Continuous platform enhancements

The quality and volume of consumer feedback will play a crucial role in determining the effectiveness of the initiative.

Outlook

The launch of the upgraded MyCall application marks another important milestone in TRAI's efforts to create a more transparent, consumer-driven telecom ecosystem in India. By empowering users to actively report their calling experience and share real-time network feedback, the regulator is encouraging a collaborative approach to improving service quality rather than relying solely on regulatory oversight.

As India's telecom sector continues expanding with widespread 5G deployment and increasing digital connectivity, platforms like MyCall can provide invaluable real-world insights into network performance across diverse geographies. If adopted widely by consumers, the application could become a powerful tool for reducing call drops, enhancing voice quality and helping telecom operators deliver more reliable communication services to hundreds of millions of mobile subscribers across the country.