What is the experience of working remotely from Thailand as a call center or customer service agent regarding latency and call quality?

Question

Hi everyone!

Has anyone here worked remotely from Thailand (e.g. Bangkok) as a call center or customer service agent for a company based outside of Thailand for example, in Germany?

I'm especially interested in your experience with latency and call quality:

How was the latency or delay when using VoIP tools (e.g. Aircall, RingCentral, Zendesk)?

Did you use a VPN, and if so, did it affect performance?

Were there any noticeable issues when talking to clients or customers in Europe?

I'd really appreciate hearing about any technical setups, tools, or providers that worked well (or didn’t).

Thanks so much in advance! 🙏

Ask Thailand · Answer

The conversation discusses experiences of remote work in Thailand for customer service roles, particularly focusing on call quality and latency issues when communicating with clients in Europe. Participants share various insights about the performance of VoIP tools and the impact of using a VPN. Some users report no significant latency issues when not using a VPN, while others note a slight increase in latency with a VPN, specifically a 200ms ping to Germany from Bangkok. Participants recommend using a wired connection and more reliable VPN options to improve performance.

Niko ********** · Answer

you'll end up with a 200ms ping to Germany via your VPN if everything works smoothly at least from Bangkok. Not much worse than without. 200ms is still noticeable though. It's bad if you have discussions with multiple people because you the 200ms make the difference if someone else already started talking when you wanted to jump in.

It's still good enough that people likely don't notice. Definitely doable.

You definitely have to use a wireguard based VPN.

It's still good enough that people likely don't notice. Definitely doable.

You definitely have to use a wireguard based VPN.

Jack ******** · Answer

Really depends on your internet connection.

An*** · Answer

Assuming they know you're working remotely, you'll genuinely get better latency for calling without a VPN

Juri ********* · Answer

I had bad experience using open VPN over 2.4ghz portable wifi router. VPN was set to eu. However when using another VPN with US location over 5ghz wifi router it was fine. Generally wifi speeds and connection stability in Thailand is fine, but however be adviced that there might be power outages up to 3h. Also if you rent apartment or hotel make sure wifi router is in the room. Shared routers in corridors suck.

Brandon ************ · Answer

I haven't worked in a call center, but I've worked remotely from Thailand and done lots of meetings with my co-workers in the US.  I never encountered any latency issues that affected the call enough to make a difference.  Both on and off VPN seemed fine in those cases.  Sometimes there's a bit of lag when using apps and tools on the computer, but nothing more than a couple extra seconds when trying to load something.

What is the experience of working remotely from Thailand as a call center or customer service agent regarding latency and call quality?

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