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Dead air time refers to periods of silence or inactivity during customer service interactions such as phone calls or live chats. In a call centre setting, dead air time typically occurs when there is a gap between the customer’s statements and the representative’s response.
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What is dead air in call centers?
What is dead air in customer service?
What causes dead air time during customer service calls?
What causes dead air in a call script?
- Keep Customers Informed and Updated. Agents can keep customers updated about the progress of their query, describing what they are doing so the customer understands the reason for the silence.
- Review the Knowledge Management System. Agents often struggle to navigate poorly indexed or slow search systems during customer service calls, which results in dead air time.
- Place the Customer on Hold with Full Transparency. When the agent is stuck and must communicate with a subject matter expert via chat, estimate the time it will take to get the necessary support.
- Craft Small Talk Scripts. Small talk helps put customers at ease and allows agents to get to know them better. Providing guidance, such as good questions to ask during dead air time, will encourage small talk and further rapport.
- Proper planning and preparation. Every agent should be prepared with certain materials before they interact with customers. Some examples are call scripts and relevant notes based on the script content.
- Effective communication techniques. Agents should be given ample training on how to communicate with customers, the tone they should use, and other specifics.
- Use a calming tone to pacify customers. When a customer gets aggravated, using a calming and empathetic tone can make them feel pacified. Instead, if the agent doesn't respond, it can lead to dead air.
- Inform the customer before placing them on hold. Agents should only put a customer on hold after informing them. Before being put on hold, agent should inform the customer.
Define dead air in the context of customer service. Explore how dead air refers to moments of silence or gaps in communication during customer interactions, potentially leading to customer dissatisfaction and a negative perception of the service quality.
Jul 3, 2022 · Disrespecting the customer's time and effort is demonstrated by being silent during a phone call. When customers call customer service, they do not do so to remain silent but resolve their issues quickly. Instead, use the dead air script on this guide to engage with your customers.
Dec 16, 2022 · The call center dead air is the period of silence during a customer conversation with the agent. Thus, it is the time during which the agent is silent, no matter the reason - software lags, lack of knowledge, connection issues, and so on.
Aug 1, 2024 · “Dead air” or “Dead call” is an issue that can disrupt the flow of conversation and negatively impact customer experience. What do you mean by Dead Air on call? That period of silence during a customer service call where neither the customer nor the agent is speaking is known as “Dead Air.”
