How to Avoid Dead Air in Phone Conversations (With Sample Scripting)

In this video, I share with you 5 tips on how to avoid dead air in phone conversations. Dead air can destroy rapport-building in conversations so it's best to know how you can work around it.
HERE ARE THE VERBIAGES USED IN THE VIDEO:
1. Mr. Cooper, thank you so much for waiting. I appreciate your patience in this matter.
2. Mr. Customer, I am already pulling up your account.
3. Mr. Smith, I am already processing your refund. Just give me 1-2 minutes to finish this.
4. Mr. Customer, I am already researching about your situation. I just want to make sure that I can give you correct or accurate information about what you're going through right now.
5. Mr. Customer, I have already processed your request. Just give me 1 to 2 more minutes to put notations on your account or to list down the important things that the next representative needs to know about your account.
6. Mr. Pitt, I have already processed your request. I just need to do a few more things on your account. But I will just be silent or quiet for 1-2 minutes here while I do it. Now, rest assured that I will just be on the line so please just let me know if you have any question/s while I am silent here.
7. Mr. Customer, I just need to place you on hold. Can I do that for at least about 1-2 minutes? I will go back to you after I have finished what I am doing.
8. Mr. Customer, I need some more time to research on this so can I place you on hold again for 1-2 minutes?
FOR UPDATES ABOUT REA NINJA, FOLLOW:
✅ FB PAGE: / reaninja
✅ INSTAGRAM: / reagenes
✅ TIKTOK: / reaninja
✅ LINKEDIN: / reaalducente
INREALITY PODCAST:
✅ SPOTIFY: bit.ly/inREAli...
✅ APPLE POD: apple.co/3j1PZEX
I BLOG TOO - check it out:
blissfulsnapsh...
MUSIC:
/ ikson
www.bensound.com
If you like this kind of content, please consider subscribing to my KZbin channel and sharing it with people you think can benefit. :)

[@ReaNinja]

What do you usually do to avoid dead air? PS: Sorry about the echo in my audio. Just trying out my mic but I guess it'd be best to not use it in my next videos. Hope you learn something from this video. 💗

[@jaimetheone9150]

Have you worked for ADP or GCC?

[@elizelbuccat8493]

The best way for me to avoid dead air is to connect to the customer like building rapport ,in this way it will bring you good survey.

[@johnlloydrobles-ego4953]

I remember there was a time that the person next to my pod told the customer that "can i please hold you for a minute or two?" And i slowly gazed at him and we laughed so hard because he just realized what he said after he put the customer on hold ahhahaha

[@ReaNinja]

Bloopers are fun 😂😂

[@margielaurio1365]

This is very helpful tips, I just started my training a week ago and I REALLY struggle mostly with dead air and I didn't really know how to get rid of it aside from putting the customers on hold because I personally hate small talks. Thank you for these tips : ))

[@ReaNinja]

Glad to know this helps :)

[@deadringer-cultofdeathratt8813]

I work at sitel and the dead air policy is 15 seconds 😤😤

[@juliuscezarjimenez345]

I'm in the nesting period of my training right now. And your videos really helps alot. Thank you Ms. Rea. And good to hear you're back. 😊

[@ReaNinja]

Thank you. All the best!! 💗

[@MikeStaudt]

I'm starting a new job in a call center. Great advice. How did you manage to get the text on your tee, the map, the sign over the PC and the clock on the monitor backwards? :)

[@ReaNinja]

Just from my phone camera settings. 😊

[@cutarragonzagafam9025]

mam will u pls also make video about exams n applyng cc like svar,versant,berlitz and mock calls..

[@radosvetakinova1216]

Maybe we can now remind clients to be caruful about covid, wash hands and wear mask while researching :D

[@gerrymarbantillo9207]

Thank you so much ❤️ this helps me a lot. I'm done with my training and I will take my very first call later as a representative so I don't know what to do to avoid dead air while I'm doing research on my end but this video saves me ❤️

[@jhunaizasantos8969]

I really love your videos! Will actually have my mock call in an hour. This really helps. God bless you more, ma'am!

[@ReaNinja]

Good luck on your mock call ❤

[@silviaelenazuniga6706]

Your videos are so useful. Thank you so much!

[@maeganv9865]

Thank so much! I really love watching your vids even during when i applying call center. And now we're on nesting already. And found dead air is one of my weaknesses. Salamat so much! ❤😍

[@ReaNinja]

Welcome Maegan! Thanks for always watching my videos. Good luck on your career. ❤

[@jayrsagaysay4372]

I learn a lot thank you! soon I'm planning to apply call center 😊 your voice and pronunciation very clear!

[@ReaNinja]

Arjhee Bucad Thanks for watching Arjhee! 💗 Wish you all the best in your application. :)

[@kayren25able]

Thank you I'm struggling with that

[@BlaireBustillo]

Now I'm your new subbie. 😁 Thanks for sharing this Rea. This very helpful for aspiring agents. This helps in reducing the overuse of the mute button. 😁😁😁 Do you have bloopers scenes during calls? Hope you can create a video on this. 😁😁 More power to your channel 👍👍👍

[@ReaNinja]

Blaire Bustillo Thanks Blaire! :) Already subbed na pud sa imo channel. I have lots of bloopers. Haha, I'm laughing just thinking about it. Thanks for the video idea. I'll put it on my list for sure! 😂

[@BlaireBustillo]

Call Center Ninja ganahan ka ug collaboration? 😁😁😁

[@ReaNinja]

Blaire Bustillo Sure sure! Planning collabs na pud actually. Hehe

[@BlaireBustillo]

Ok doks. that sounds like a great idea. :D

[@mjroda929]

Ughh I can't stop watching all your videos. It is full of knowledge :). Thank you for helping us :) especially us,newbie.

[@venicebailey7067]

For real

[@chrissarivera3134]

Nagbabalik po ako pra makasagap ng tips. Calls na kasi kami ngayong gabi. Hehe sana po m makapasa kaming lahat sa grad school/nesting.. 🙏🏼🙏🏼

[@chrissarivera3134]

Thank you call center ninja! 👊🏻

[@ReaNinja]

Good luck sa inyo! 💞 Sana makapasa kayong lahat. 🙂

[@padzpadilla8196]

Can you tell a scenario about call center delivery thank you

[@alfepanganuron6107]

Very helful to me as a newbie at BpO industry, please make a video for selling for validation

[@johnpalma3318]

Very helpful tips specially avoiding using the hold button as much as possible

[@ReaNinja]

Thanks for watching, John! Glad you found this helpful.

[@mariannietaylaran7687]

I am still on my training period i had a coaching awhile ago because of dead air.

[@minaru3661]

Hahaha Ms Rhea i can relate to you when it comes to small talk/rapport im also an introvert and hate small talks, i don't know what to say to them kase haha :D btw im a newbie and next week will be our real nesting, we're just in a monitored production now and i always have a dead air so hopefully im able to use your tips later. Myghaad goodluck to me 😨 i hope you also give tips when it comes to acknowledgement if you still dont have that topic :) Godbless and more power.

[@ReaNinja]

Aww thanks for watching. Yes I have a video for acknowledgment, empathy, etc.. Check mo lang sa playlists ko sa home page. Good luck sa nesting!! ❤

[@EMzRichramos75]

kahit di naman ata sa call center me nagsasalita eto ung madalas na nangyayari saken..kapag may mga group conversation pag sa part ko na nade dead air na ako.. but thanks again for this info

[@ReaNinja]

Sometimes we just run out of words to say. Hehe. 😃

[@raulgranados2167]

Thank you so much! are very helpful this videos!

[@topnaita8454]

I use this phrase very often hahaha " please bear with me until....."

[@junrenzolaxamana7713]

Very helpful videos ❤❤ Tambay muna ko sa channel mo while im still waiting for my J.O haha. Thanks rea 😊

[@ReaNinja]

Oh wow, thank you! 🙏Thanks sa pagtambay sa channel. 😂😄 Glad to help!

[@lalaboo3609]

Hello may I know what company are you working ^_^

[@jayrsagaysay4372]

call center ninja thank u😊 but i need to learn more that's why I'll keep watching all your videos even repeatedly 😊thanks to all your video's it's very helpful tips😉😉

[@ReaNinja]

Arjhee Bucad That's good to know! Learning and practicing make progress. Thanks so much for your support. Glad to help! 💗😄

[@lynyrdvercetti5267]

We're done in mock calls. So far the only problem that my trainor noticed in me is my grammar and pronunciation hahaha by the way thank you for all your tips.

[@joyyoj4015]

hi rhea, i really wonder if you are a trainor.. i love how you explain things, how i wish other trainors were just like you, keep it up! 👍👍👍

[@ReaNinja]

Yes I was a trainer before. 😊 Thanks for your kind words. ❤

[@EMzRichramos75]

if u dont notice laging ganito ang time ng comments ko sa vids mo.. it doesnt mean night shift me..this is the time i go to sleep but the internet connection is already clear or internet connection is okay.. not too slow. unlike the regular time napakabagal kase madami gumagamit dito. and this time mga tulog na halos sila. no more gadget except mine.

[@ReaNinja]

I noticed nga. Hehe but good idea. Mas malakas signal sa madaling araw. Thanks for always watching. 💗🙏

[@blitzwind5678]

Great information. Thanks for sharing 😊

[@simmymntonintshi4752]

Hey Rea, i work at a customer service department , i apply most Of the tips you've mentioned and i always deliver best service for my customers but i have one problem on how do i make small talks with my clients for example asking them about the weather, thats not my strongest point and i always get penalised for not doing it, my calls can be so good but if i didnt create that small talk i get penalised. What can you advise me to do in order for me to be comfortable in creating small talks.

[@ReaNinja]

You mean not engaging in small talk is a deduction in your quality evaluation? I think it should only be a small part of the conversation and the bulk should be working to resolve the concern. But if you're required, then as simple as asking 'how are you doing?' can be a great start. You can then derive the conversation from there.

[@joananqui1404]

Nasa Grad school nako next week Thank you ate ninja now i watching this para maiwasan ko ang dead air. Hehe

[@krisveesabanal1751]

I did my 1st day of nesting yesterday and my first call is Irate, she gives me dsat. But I already explain her concern but she keeps pushing what she wants. I badly wanted to give up.

[@scepmodelmanagement2274]

Thanks for this video it helps to my trainees

[@gissonferolus3778]

You know what, I find your videos too late Rea, Sincerely

[@douglas6388]

thank you so much for doing your best on every single video them are so helpful I do appreciate your effort

[@angeljeon6993]

Can I say words like "okay" "uh-huh" or "right" etc words? For example I'm asking his acc number and I already got it then I just said okay after it. Was it fine?

[@ReaNinja]

Sure 🙂

[@cyrilcycadiou9962]

7:08 something is moving behind you

[@donnaulibarri4330]

Thank you! These scripts helped me so much!

[@ReaNinja]

Glad to know 😊

[@michaelmajano7520]

Thank you So much Rea Ninja.😊

[@alohaelle17]

I learned a lot from each of your videos. Very helpful. ☺

[@ReaNinja]

Glad to know that! Thank you

[@rafaeltabagan3178]

Hello miss rea i really love your videos its very informative may i request to make a videos on how to build a rapport in every concern like activating credit card , late fees , payment,or changing address thank you so much.

[@nupurchandok8848]

When staff checking the answer..He is talking to himself which option is right or not..and it took 2 mins..no silence in the line..however you are not updating the caller. Will it be correct+

[@ReaNinja]

It affects the customer's experience and might result to negative feedback or complaint.

[@nupurchandok8848]

@@ReaNinjathough there was no dead air..caller knows he is checking the options for him..he is talking to himself to curb dead air and after 2 mins he sourced the info.. Observations..Staff should have update caller timely he is still checking Is it right to talk to himself instead to caller..better we should place call on hold

[@ReaNinja]

Better to put customer on hold. Or maybe mute button if they're allowed so that the cx will not hear him talking to himself. As long as he would ask permission to be silent, it should be fine.

[@VikasVermapowertrain]

Not bad at all. Keep it up.

[@jennifertwentytwentyone589]

Can you also give or have a video about sample script for fundraising for charities?thank you for sharing valuable information!

[@smileyqueen7269]

ty for this advice ❤️

[@shyalin]

.. dead air?? The people that I am helping ALWAYS talks my ear off!! The only time I speak is when I'm saying what I'm doing. I have to 'politely' guide them off the line!!

[@svnkm1894]

im starting taking live calls last week and my problem is how to fill the dead air and building rapport to the cx 😣

[@nehawa86]

thank you call center ninja.

[@ReaNinja]

Welcome 💗

[@angeljeon6993]

Hello, may I ask if I can do this on mock calls? To make them wait for 1 to 2 minutes? Tia

[@ReaNinja]

I believe so since you're acting out a call. As long as you ask permission to put the "customer" or caller on hold or that you'll be silent for a few minutes, it should be fine.

[@teachermary9722]

Hello watching here san po kau nkkbli ng mic?😊

[@ReaNinja]

Hello, sa lazada lang po. 😊Thanks for watching!

[@ridipdewri5901]

Thanks for the tips

[@ReaNinja]

You're welcome! 😊

[@case9750]

I was put on hold by the customer because he was trying to choose an item to purchase.What would be the best thing to do about it

[@ajmofficial3657]

You know what... The communication expert, Mcluhan said, "the tools shape us and we shape our tools." And it is very likely inconvenient for customers that KB (knowledge base) doesn't have all the answers to the problems.

[@samuelpadua5898]

Audio is not a good one

[@johnjairopenamoreno5701]

Great advice Rea

[@drewz116]

lizard on the wall starting at 7:06 on her left at head level

[@edigalelitonjua9447]

Thanks Ms. Rea!

[@pag-aaraltv9687]

Thank you Rea!

[@angelestivencruzcordova7572]

Where are you from, I think the video is really helpful!

[@ReaNinja]

Philippines ❤

[@Oblivion0m]

We don't place the customer on hold, we place the call on hold

[@ReaNinja]

Ok 🙂

[@Oblivion0m]

I didn't mean to be rude or anything 😅 I just said once to the customer and had a salary deduction just because of one word

[@ReaNinja]

No worries ❤ That salary deduction is insane though. A QA deduction would have been more proper just for that nitty gritty aspect but ehh some company policies are a bit crazy. LOL anyway, all the best!

[@mariefrancepierrelouis5009]

Well done🎉🎉🎉

[@zeetubania7643]

it can really help i love your videos po

[@ReaNinja]

Thank you Zee! Happy to help. 😄💗

[@hunterxx8582]

So helpful thankyou so much ❤️

[@maryjoyderroca9924]

🤤

[@julianluis1858]

Hi ninja can i still work as a call center agent im all ready 56 years old?

[@ReaNinja]

For sure ❤

[@julianluis1858]

Thank! ninja you know i keep on watching your channel.and i learn a lot and and special the tip that you share with us.

[@stallion428]

Hello Julian, what other languages you speak?

[@blackgold4924]

Qualfon Guyana in the house

[@alishanasrin9916]

Thank you so much

[@johnmarkpilares9817]

let me put u on hold

[@idsprem1599]

What are the practices to be good in speaking in English

[@ReaNinja]

Check out my Improve Your English playlist 💗

[@lainvalix5352]

thank you so muchy

[@quisqueyanguy120]

Thank you so much for your tips!

[@marlenesorto3823]

Can i say pulling up the reservation?

[@ReaNinja]

You can. But you may be taught a different way to say it.

[@francinesemete3657]

I strongly agreed with your video

[@donitarivera3117]

Tomorrow is our Mock Call assessment under Training. I hope I will pass. . .

[@ReaNinja]

Good luck Donita!

[@XOLOS777]

beautifull gecko at 7:06

[@ReaNinja]

😊😊

[@bernardolagnitonjr7851]

hi call center ninja you are right dead air is a no,no learn to engage with the customer so you can build rapor with customer. it what you call postive scripting. learn small talk.

[@edypartosa]

Hi, Rea, any best Scripting for Cannot Assist Customer for Credit Card Account regarding dispute... Salamuch po 😊