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.
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.
There are several reasons that can cause dead air in call centers, including:
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:
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insights on what’s working on calls
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