Dead air
Hi, I’m Conviner - your call center terminology assistant. Let’s understand what’s dead air.
What is Dead Air?
Dead air refers to periods of silence during a call, making both agents and callers uneasy. It negatively impacts customer experience and call quality.
Dead air can happen for various reasons, such as technical issues or when the caller is on hold for an extended period.
Causes of Dead Air in Call Centers:
Several reasons can cause dead air in call centers, including:
- Technical Issues: Poor connectivity, network congestion, or equipment failure.
- Agent Errors: Accidental muting, headset problems, or lack of engagement.
- System Issues: Faulty IVR, ACD, or call center software malfunctions.
- Caller Actions: The caller disconnects or remains silent.
How to Handle Dead Air in Call Centers:
Addressing dead air in call centers requires identifying the cause and taking proper actions to prevent recurrence. Here are some steps to manage dead air in call centers:
- Train Agents: Agent performance should be top-notch to avoid dead air by actively engaging with the caller and using appropriate scripts.
- Upgrade Systems & Equipment: Ensure software and hardware function smoothly.
- Fix Technical Issues: Address connectivity or equipment failures immediately.
- Apologize & Assist: Acknowledge the inconvenience and offer solutions.
Call centers can enhance customer satisfaction and call efficiency by proactively addressing dead air.
