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!