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Avoiding Dead Air in a call center is very simple

Explain what you are doing while you are doing it

Doing this lets the customer know you are addressing their needs and are taking actions towards a resolution for them while allowing you time to catch up

Ask open ended question

Asking questions is good but asking things like "hows the weather?" can boil down to one word answers like "good" or "hot" ask more longwinded questions pertaining to your position that would require mutliple words in order to answer or question that can easily lead into a follow up question.

For example "While I process this just curious to know what the reason you chose our facility?"

Give Information about your business/ upsell

Tell the customer/prospect relevant information about services you provide or softly upsell services that you feel they might benefit from

For example: "I just wanted to make sure you were aware you can also make your online 24/7 as some people seem to like this better than calling in every month."

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