What is Latency?
In contact centers, latency refers to the time lag in communication systems—whether between customer speech and AI/agent response, or during data transmission. High latency can disrupt conversations, reduce customer satisfaction, and affect overall call quality monitoring.
Why Latency Matters in Call Centers
- Customer Experience: Longer delays make conversations feel unnatural and frustrating.
- Agent Efficiency: Delays in system responses can slow down query resolution.
- AI Performance: Real-time tools like speech analytics or voice bots require minimal latency for accuracy.
- Operational Impact: Poor latency can lead to dropped calls or miscommunication.
Applications Where Low Latency is Critical
- Real-time speech analytics for monitoring compliance or sentiment.
- AI call monitoring to guide agents instantly.
- IVR systems and voice assistants where quick responses are expected.
- Video-enabled contact centers where even small delays disrupt flow.
Explore our glossary to dive deeper into more essential call center terminologies!