Learn practical tips to avoid dead air time in customer service calls, with example phrases to ensure a smoother, more engaging conversations.

Most such calls are generated by a cold call telemarketing operation's dialer software, which makes many calls automatically and sometimes does not have an agent immediately available to handle an answered call. As a result, the called party hears silence ("dead air"), followed by the call being disconnected. [1] .

Apr 11, 2023 · Dead air time is a period of silence during an interaction, where the customer is left waiting while the agent looks for information, deals with a slow system, or thinks of what to say next.

Oct 11, 2022 · What is Dead Air? Dead air are the long moments of silence during a call and can be caused for many reasons; maybe the call center agent needs to find more information, manage a slow system, or wait for programs or data that have to be processed.

Jan 21, 2025 · Dead air is the unproductive silence on a call when neither the agent nor the customer speaks. It may happen for a few seconds or even longer, creating discomfort for the customer. These pauses often indicate a lack of readiness or hesitation, directly affecting the call’s flow and customer trust.

Jul 3, 2022 · The customer and the call center agent find dead air uncomfortable in their conversation. It is always essential to look for some practical solutions to help reduce dead air, including the below ones. 1. Inform Customers about Updates on the Issue. Keep customers informed about the latest advancements on the issue.

Nov 14, 2024 · Dead air in call centers might seem like a minor issue, but its impact on customer experience and agent confidence can be significant. Addressing silence air requires effective training, optimized tools, and proactive engagement strategies.

Dec 14, 2023 · Strategies like impactful planning and preparation, effective communication, and using relevant online call center services can reduce dead air. With the help of such a calculated measure, agents can minimize dead-air occurrences and maintain customer engagement. 1. Proper planning and preparation

Jan 30, 2025 · Dead air moments in customer service can lead to frustration and lost trust. Learn how to eliminate these silences and keep customer interactions seamless and engaging. Ever been on a call and suddenly heard nothing but silence? In customer service, this silent moment is called “dead air.”

One of the more common problems when making and receiving VoIP calls is when a call connects, but one or both parties hear no audio, also known as “dead air.” When determining the cause of dead air, it is essential to determine if the issue occurs on one or multiple phones.