- When a call center representative is processing something on the system, one way of filling the dead air is by informing the customer that while you are working on their issue, they may not hear from you but they will hear background noise only, but should they need to interrupt you, they may do so. Most callers are comfortable with that and would usually put you on speakerphone while they work on something of their own.
- Set your caller's expectation that dead air may happen. Give out small talks like "how's the weather" and maybe up selling.
- Take the time to confirm information you see on the account (package and services) while working on their concern.
- It helps to discuss with the customer what you are doing. You can repeat back any notes documenting the customer's complaints and describe the action you are taking to resolve the issue. While this method fills up dead air, this also enforces satisfaction to the customers letting him know that the issue is correctly understood and documented, aside from assuring him that actions are being taken to resolve the issue.
As a call center agent, how do you handle dead air?
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