Managing Silent Gaps In Calls | Online Call Center Agent Soft Skills Part 19

Summary

This video by Benchmark Portal offers tips for contact center agents on managing awkward silence in phone calls. It covers setting expectations, providing commentary during pauses, and using hold features effectively. Viewers can also benefit from a 20% discount on training programs.

Takeaways

• 😅 People are often uncomfortable with silence in conversations, which can be awkward in phone calls.
• 🕒 Studies show that in many cultures, silence becomes awkward after just four seconds.
• 📞 In phone calls, a four-second pause can feel unnatural and should be managed to maintain a smooth conversation.
• 🔍 If you anticipate a long gap, inform the caller and be transparent about the time it will take.
• 🗣️ Providing commentary during silence can reassure the caller that you are still engaged and working on their request.
• 📚 Anticipate future needs and keep the caller informed or engaged by asking them to prepare for later discussions.
• 🎶 If a longer pause is necessary, consider putting the caller on hold, but always ask for permission and provide an estimated time frame.
• 🎵 Holding music can make the wait feel shorter and more pleasant for the caller.
• 🤔 Avoid filling silence with filler words like 'um', which can make the caller feel uncertain about your competence.
• 🔎 Be clear with the caller about what you are doing to find answers or solutions, which can help manage their expectations during silence.
• 💼 There is a promotional offer for a 20% discount on training programs for viewers who watch the video, using the promo code 'coach 20'.

Q & A

What is the main issue discussed in the video script?

The main issue discussed in the video script is how to manage silent gaps in phone conversations, especially for contact center agents, to make calls sound smooth and professional.

Why do people feel uncomfortable with silence during phone calls?

People feel uncomfortable with silence during phone calls because there's an underlying pressure to communicate, and not doing so feels unnatural due to our instincts to connect with others.

According to studies, how long does it take for silence to become awkward in many cultures?

Studies have shown that in many cultures, silence becomes awkward after just four seconds.

What is the recommended approach if you know there will be a long gap in the conversation?

If you know there will be a long gap, it's recommended to let the caller know and be honest about how long it will take, setting realistic expectations.

How can you reassure a caller during a pause in the conversation?

You can reassure a caller during a pause by giving commentary, such as mentioning that you're waiting for their profile to load or looking over their information in the database.

What can be done to keep the caller busy during a silence gap?

To keep the caller busy, you can ask if there is information they may need later that they could get during the gap, or ask them to get something to write with to jot down important information later on.

When is it appropriate to put a caller on hold?

It may be appropriate to put a caller on hold if you need a longer pause, your center's policies allow it, and it's better than leaving the caller waiting on the line in a live state.

Why is it important to advise the caller about the duration they'll be on hold?

It's important to advise the caller about the duration they'll be on hold to manage their expectations and to ensure they feel informed about the wait time.

How can confusion and uncertainty during a call be addressed to avoid silence?

Confusion and uncertainty can be addressed by being transparent with the caller, such as asking for permission to take a minute to look up an answer, which explains the silence they may hear.

What is the promotional offer mentioned in the video script for viewers?

The promotional offer mentioned in the video script is a 20% discount on any of the training programs listed in the description, using the promo code 'coach 20' when enrolling.

What additional resources are suggested for viewers interested in improving their communication skills?

Additional resources suggested for viewers interested in improving their communication skills include other videos about communication and related content from the Benchmark Portal.