What is Voice Latency?

In simple terms, voice latency refers to the time it takes for spoken words to travel from the speaker to the listener over a network. In contact centers, high latency can cause awkward pauses, overlaps, or miscommunication between agents and customers, reducing call quality and customer experience.

Impact of High Voice Latency

• Creates unnatural pauses in conversations.
• Leads to frequent interruptions and frustration for both agents and customers.
• Reduces agent efficiency and professionalism in customer interactions.
• Negatively affects call quality monitoring and performance scores.
  

How to Reduce Voice Latency

• Upgrade to high-bandwidth VoIP or cloud-based contact center platforms.
• Use modern codecs that balance compression with clarity.
• Implement Quality of Service (QoS) to prioritize voice traffic over data.
• Deploy global servers or edge networks to minimize geographic delays.

Explore our glossary to dive deeper into more essential call center terminologies!