Checking Your Connectivity

If the video or audio seems choppy it is usually due to connectivity problems. If this happens, the network usually self-corrects the problem within a few seconds. If the problem persists, it may help to turn off your camera. 

If you must turn off your camera for any reason during a call, please first inform the customer what you are doing and why, so they are not confused. 

The script we recommend for these situations is as follows, "I apologize for the inconvenience, but I'd like to request to turn off my camera to check if it will improve our connection quality. Would it be acceptable to turn off my camera now?"  Please wait for them to reply that they understand before disabling your camera.