Dead air

Hi, I’m Conviner - your call center terminology assistant. Let’s understand what’s dead air.

In the call center industry, "dead air" is sometimes called "dead ear," as silence can make the agent and the caller uneasy. Call centers use software to play hold music or messages to avoid dead ear situations.

1. What is meant by dead air on call?

In call centers, "dead air" refers to a period of silence or lack of audio transmission during a call between an agent and a caller. 

Dead air can happen for various reasons, such as technical issues or when the caller is on hold for an extended period of time without any audio transmission. 

Dead air can make both the agent and the caller uneasy and lead to a negative call quality and customer experience.

2. What causes dead air in call centers?

There are several reasons that can cause dead air in call centers, including:

1. Technical issues: Dead air can occur due to technical problems such as poor connectivity, network congestion, or equipment failure.‍
2. Agent-related issues: Sometimes, agents may accidentally put the caller on mute, or there may be issues with the headset or phone that can cause dead air.‍
3. System-related issues: Problems with the call center software, IVR systems, or automated call distribution (ACD) systems can also cause dead air.
4. ‍Caller-related issues: In some cases, the caller may put the phone down or disconnect, which can result in dead air on the line.

3. How do you handle dead air in a call center?

Handling dead air in a call center involves identifying the cause and taking appropriate action to prevent it from happening again. 

Here are some steps that call centers can take to handle dead air:

1. Monitor the calls: Call center managers should monitor calls regularly to detect any instances of dead air.‍
2. Train the agents: Agent performance should be top-notch to avoid dead air by actively engaging with the caller and using appropriate scripts.
3. ‍Use call center software: Call center software can detect instances of dead air and automatically play hold music or pre-recorded messages to keep the caller engaged.
4. ‍Improve system and equipment: Ensure the call center's hardware and software are up-to-date and functioning correctly.
5. ‍Address technical issues: If the dead air is caused by technical issues, such as connectivity or equipment failure, call center technicians should resolve the problem as soon as possible.
6. ‍Apologize and make up for the inconvenience: If dead air occurs, agents should apologize to the caller and offer a solution or make up for the inconvenience caused.

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Handle dead air better!