The calls are improving in quality over previous calls that we have heard. For example the caller clearly introduced herself. A definite improvement. But the call was still confusing. The intent of the call was not clear and the questions asked were not asked in a way that lead to mutual understanding.
If they are confusing to Andrew, who knows about the Google calls and expects them, imagine the confusion still on the part of the SMB. Still some room for significant improvement.
Google Maps Quality Calls: Improving But Still Confusing by Mike Blumenthal