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12th April 2022
How long is allowed to have dead air in a call ?
Question asked by Safa
Dead air time varies considerably depending upon what you are trying to do. If the customer is going off to find a pen, then dead air time could be 2 minutes. If an advisor is looking up information and the system is slow, it could be 15 seconds.
I think that in Speech Analytics they tend to look for dead air time that is over 10 seconds.
Here are some tips to reduce dead air time.
With thanks to Jonty
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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