How Latency is affecting YOUR customers

And how Spearline provides help in resolving these issues.
On Tuesday 19 November 2019 by Josh O'Farrell

We live in an age of instant gratification and a constant 24/7/365 endless open demand for fast data and information to reach one another. Instant, straightforward communication is a massive want, and need, especially for the customer. You want your webpage to instantly load with all of its assets and graphics, you want fast communication when messaging one another. You need high end-to-end speed.

And what do you call something that lags that speed? No, it’s not the build-up to a joke, it’s latency. But could your customers be suffering from the punchline?

Latency overload is one of the most common causes of poor quality of voice or video interaction across a network. The time one person is speaking to when the other person is listening, latency is something that can have a major impact on your business, your employees, and most importantly, your customers.

But what are some examples of latency and kind of effect does it have on them?

The real-world latency

  • A conference call with your customer, when suddenly a significant delay occurs, causing both you and the customer to talk over each other and not hear each other correctly.
  • You speak to your customer and there is a constant echo coming from both ends, making it difficult to understand what is being said. 
  • Disturbed synchronization between voice and other data types, especially during video conferencing.


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The real-world effect

  • Frustration and disappointment in the quality of your call could easily lead to a customer to drop the call and lose faith in the business. You want to make sure the quality of the call is high and is valuable in giving the customer the best experience possible. 
  • Meetings with potential customers could be put on hold due to latency, straining relationships.
  • While the call might still go ahead with latency, the brand reputation could easily be affected by a dissatisfied customer.. You’ve left a bad experience in their mind, spreading from word-of-mouth to other potential customers, creating churn.


You never want your customers to experience any of this, so where do you go from here?


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The Spearline solution 

Our latency tests replicate your customers' call flow allowing you to quantify the amount of latency your customer’s experience. The Spearline latency test allows you to proactively measure and benchmark any delay, and, with repeated testing, the spot where there are variations over time.

Research by Spearline analyzed the global network latency of today and the complex interplay of multiple carrier networks in various countries. The 2003 International Telecoms Union (ITU) recommendations state that where latency reaches 500ms, nearly all users are dissatisfied. However, the Spearline study has found that latency becomes an issue when mouth to ear delay exceeds 800ms. 

To find out more about our latency tests and how to set them up in your organization, please download our latency fact sheet.

For further information or if you have any further questions, please get in touch with us.


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