If your leads/customers are complaining about the sound quality or that calls are sounding "scratchy", it can mean several things.
You may receive the error message Packet loss which means that we lose audio packages (not all parts of the audio are sent) due to unstable internet
If you receive the error message High latency, we experience a delay between the sound between the agents and the lead/customer. It means that there can be an overlap between what is being said on the call. This is also caused by unstable internet connection. Let's look at the possible culprits:
WiFi connection
We often experience that the issue is caused when you're connected to a WiFi connection. We always recommend to use a wired connection. Furthermore, you must ensure that the WiFi is turned off on your computer, if you're using a wired connection.
Office community
If you're working from a shared office space, there's often a big difference as to how many people use the network simultaneously. Therefore, the quality of the sound may vary.
Firewalls
Some firewalls, both in Windows or through antivirus programs (AVG, McAfee, etc.), can block sound. Therefore, we recommend that they are disabled/removed, if you experience poor sound quality.
Wireless headsets
To ensure the sound is clear, we recommend to use wired headset - also to make sure that there is no loose connection in the headset.