VoIP has changed the way businesses communicate. It offers flexibility, lower costs and the convenience of internet-based calling. But like any tech, it has its challenges. One of the most frustrating is latency. If your team uses VoIP for customer service, sales or daily communication, dealing with delays or poor audio can affect your business reputation.

This guide breaks down what causes latency, how it impacts your calls and what you can do to improve things fast.

What Is VoIP Latency?

Latency is the delay between someone speaking and the other person hearing them. In VoIP systems, this delay is measured in milliseconds (ms). Anything under 150ms is usually fine, but go above that and conversations can feel awkward. People talk over each other or are forced to repeat themselves.

The problem is often caused by network congestion, outdated equipment or badly set up VoIP services. You’ll also often see jitter and packet loss alongside latency, which can make things even worse.

What Affects VoIP Call Quality?

Several things can affect the quality of your VoIP calls. Knowing what to look for helps you figure out what needs attention.

Internet Speed

VoIP depends completely on your internet connection. If your broadband is slow or unstable, you’ll notice lag, dropouts or poor sound. Upload speed is just as important as download speed.

Network Traffic

The more people using your internet at once, the more it slows down. Streaming video, file downloads or cloud backups all compete for bandwidth, which can affect your VoIP calls.

Equipment Quality

The quality of your router, switch and even headset makes a big difference. Old or budget equipment often struggles with the data demands of modern VoIP.

Codec Choice

Codecs compress and decompress audio during calls. Some give you better quality but use more bandwidth. Others are more efficient but might introduce delay. Picking the wrong one can be costly.

Jitter and Packet Loss

Jitter is when voice packets arrive at different times, which makes calls sound uneven or robotic. Packet loss means some of your audio doesn’t make it to the other end at all.

How to Reduce VoIP Latency

Improving VoIP call quality isn’t just about throwing money at the problem. It’s about the right setup and smart changes. Here’s where to start:

Prioritise VoIP Traffic With QoS Settings

Many routers let you turn on Quality of Service (QoS), which tells your network to treat voice data as a priority. This can make a big difference during busy times.

Use a Wired Connection

Wi-Fi is handy, but it’s not always stable. Using an Ethernet cable gives you a faster, more reliable connection that’s better for voice calls.

Upgrade Your Bandwidth

If your internet can’t handle your current usage, it’s worth speaking to your provider. A business-grade package with guaranteed speeds can solve a lot of issues.

Replace Outdated Equipment

Newer routers, headsets and phones are designed to handle modern data loads. Upgrading your hardware might seem like a hassle, but it pays off in call quality.

Choose the Right Codec

If your system uses G.729 for efficiency, switching to G.711 could give you clearer sound. Just make sure your bandwidth can handle it.

Monitor Network Performance

Use tools to track latency, jitter and packet loss. Keeping an eye on these metrics helps you stay ahead of problems and fix issues before they escalate.

Avoid Network Overload

Try to avoid large downloads or cloud backups during working hours. Scheduling these tasks overnight can leave more bandwidth free for VoIP.

Work With a Reliable VoIP Provider

Not all providers are equal. A good VoIP company will have strong infrastructure, UK data centres and support that actually picks up the phone when you need help.

Signs You Might Have a Latency Problem

Some VoIP issues are obvious, others less so. Here are the signs to watch out for:

• You or your team experience delays before the other person responds
• Speech overlaps or you keep interrupting each other
• Audio sounds robotic or keeps breaking up
• There are long silences during calls

If this is happening regularly, it’s a sign something’s not right in your setup.

Improve Call Quality With the Right Setup

Your business relies on clear, reliable calls. Even small delays or poor sound can frustrate customers, slow your team down and hurt your image.

Whether you’re running a team of five or fifty, a well-tuned VoIP system helps everyone communicate better. Reducing latency is one of the easiest ways to get there.

At Expert Compare, we help UK businesses find VoIP providers that deliver quality without cutting corners. Our partners offer strong uptime, competitive rates and support when you need it.