![]() Long periods of radio silence can potentially tarnish a brand’s image and credibility. When customers experience an extended period of silence on a call when in fact they are looking for prompt solutions, the purpose of the call is defeated.ĭead air is harmful because it indirectly expresses an unprofessional, under-prepared sentiment about the brand. The reasons behind this could be- lack of agent knowledge, outdated information on the internal database or slow search software. What is Dead Air?ĭead Air is defined as a period of silence during a customer interaction when the customer and the agent are radio silent. In this blog, we cover everything about dead air- the causes, implications, and methods on how to reduce or avoid it. ![]() While dead air might be perceived as annoyance to customers, it has severe implications on key contact center metrics. Borrowed from the Radio and Television broadcasting industry, dead air is a commonly used term in BPOs and contact centers today. ![]()
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