What is Latency?
Latency is the time it takes for a packet of data to travel from one point to another. It is usually measured in milliseconds (ms). When it comes to telephone calls, low latency means better connection, and as a result – higher-quality calls.
When the latency is low – not only will your agent deal with your customer inquiries a lot quicker but will also improve customer experience and satisfaction.
What is a Good Latency For Calls?
A good latency for VoIP calls is about 150 milliseconds or less. This is the time it should take for a packet of data to travel from your phone to the other person’s phone and back again. Anything above 150 ms will start to cause problems with the quality of your call and likely affect customer service experience and therefore affect customer satisfaction.
What Causes High Latency?
There can be quite a few reasons that can cause high latency. Some reasons behind increased latency can be as a result of internet congestion, poor quality or outdated equipment, long-distance calls, using a VoIP phone with a poor internet connection, and other similar factors.
How to Reduce Call or VoIP Latency.
There are a few things you can do to try and reduce call latency. Some possible solutions include using a wired connection instead of Wi-Fi, using a VoIP phone instead of a regular phone, and making sure your internet connection is fast enough.