When you're on a video call, you expect clear, real-time communication. Network latency refers to the delay between when you send a signal (like your voice or video) and when the other person receives it. High latency causes noticeable lag, making conversations awkward with pauses, talking over each other, or frozen video. This delay happens because data packets take longer to travel across the network, which can be due to distance, network congestion, or inefficient routing.
Why this matters for Canadian SMBs
For small and mid-sized businesses in Canada, reliable video calls are essential for daily operations—whether it's team meetings, client presentations, or vendor negotiations. Poor call quality caused by latency can reduce staff productivity, frustrate customers, and even damage your company's professional image. In industries where confidentiality and compliance matter, such as healthcare or finance, disrupted calls can also raise concerns about data integrity and security.
A common scenario
Consider a 50-person Canadian consulting firm using Microsoft 365 Teams for client meetings. Employees report frequent video freezes and audio delays during calls, especially in the afternoon. The IT provider investigates and finds that the office's internet connection is shared with multiple cloud backups running simultaneously, causing network congestion and high latency. By adjusting backup schedules and prioritizing traffic for video calls, the IT provider improves call quality significantly, reducing downtime and keeping client conversations smooth.
What you can do: a practical checklist
- Ask your IT provider: How do you monitor and manage network latency? Do you prioritize video call traffic (Quality of Service)?
- Review your internet plan: Is your bandwidth sufficient for simultaneous video calls and other business activities?
- Check your network setup: Are there unnecessary devices or applications consuming bandwidth during work hours?
- Test latency: Use simple tools like ping or online speed tests during peak hours to identify delays.
- Schedule heavy data tasks: Plan backups or large downloads outside of core business hours.
- Consider network upgrades: If latency remains high, discuss options like dedicated business internet lines or SD-WAN solutions with your IT partner.
Network latency is a manageable issue with the right approach. If you notice persistent video call problems, it's wise to consult a trusted managed IT provider who understands your business needs and can tailor network management strategies accordingly.