How to Avoid Dead Air on Calls (3 Techniques with Scripts)

[@rachelgapasin5160]

Thank you for picking my request. By the way I am already in my training days and as usual you're a hero in such a video that help us on time with an easy access and free. In addition, I am looking forward for more success and blessings to your KZbin channel.

[@Kwestyon]

Thank you and best of luck to you, Rachel!

[@ar-arvlogs5383]

@@Kwestyon like all your videos because off you I get hired thanks to all your tips.

[@benakyledehay]

Me too

[@eduardogomez1310]

I'm struggling so much with dead air, it's been the main subject on my coaching/mentoring sessions. I hate small talk too! It costs me so much, I'm trying to just program myself to ask "how's your day going so far?" Mostly it's because I'm afraid they'll be rude or something, lol, but most of the time they're nice so...I need to get used to it. Good to know I'm not alone😊

[@derwinycong64]

no

[@chrisd_85]

Just put them on hold

[@puringgles9472]

I like the fact na kinocorrect mo yung grammar mo sa editing na. Very real.

[@Kwestyon]

Hihi, it annoys me that i still make mistakes like these.

[@ajcornstar]

@@Kwestyon It happens to the best of us. You’re doing amazing.

[@bingbingnoja1530]

@@Kwestyon you're doing an amazing job Sheena. It's difficult to do a free speech and you are rocking it!

[@shybrwn3135]

Personally I wouldn’t provide small talk to customers because that can actually make the call go left ‘& you’d have to bring the call back , my company personally don’t allow the small talk, I just say “ bare with me for one moment” & advise them of what I’m doing , but this is a great video I love your videos it’s very formal

[@kforkael5952]

*bear

[@Kiabiya]

I am so blessed and encouraged watching your videos. Still in nesting . It's my first experience. Thank you

[@ibrahimasbah4521]

Here I am again finding myself watching your channel and I have to say YOU ROCK 😎😎❤️❤️ lately the call centers started to spread wide in Egypt 🇪🇬 so me and my fellow trainees already watching you 😉 keep up the great work

[@verliroxas7807]

Hi Sheena! Can you tackle this topic in the future? "How to avoid beating around the bush?" Thanks in advance! :)

[@kurthao3011]

my nesting period would happen before next week. thanks to this video, i am personally struggling with dead air, but i am now motivated

[@kinelynfeliminianobolocon8422]

Hi Ms. Sheina, thank you for your vids, I am planning to apply in BPO, I always remind myself to watch your videos everyday and it helps me a lot to gain more knowledge I got from you. ❤

[@svnkm1894]

its my first time to take live calls yesterday and yes . dead air is my biggest problem and my signature response. this video is so helpful for me

[@user-Berlin2024]

Thank you so much! When I was in the situation I always make a silent before answering the customer.

[@jaycastro9608]

Thank you so much Mam, last january I started to watch ur videos but look at me now I am already on nesting stage and hope to pass this stage and become a certified agent. Thank you so much to your help, sana marami pang makapanood ng vidoes mo♥️♥️♥️♥️

[@thatsjenn1871]

Thanks for this tips, I would like to suggest for your upcoming videos for fillers, most of agents are having some fillers. Thanks

[@Kwestyon]

Noted.:)

[@siskcazzyy5977]

Ngayon ulit ako naka panood na busy na na ako. ito talaga naging daan ko last year to gain some tips how to pass an interview ,tips about call center and I did it. I'm currently working as a call center agent for 1yr now. Thank you 💕

[@rosabelcogueron7447]

Im goona start my first day training this tuesday and your videos did a great help for me as a newbie in BPO industry.It makes me feel less nervous 😘Hoping for more videos like this .Thankyou Ms. Sheena

[@dindolongakit7909]

Being a newbie of callcenter you make me fell confident and you give me more learnings ma’am No.1 fun

[@timbarrotchannel1809]

1 month napo ako nanunuod sa inyo ma'am ang galing nyo po and kahit sa uanang tingin parang masungit pero I can sense na your a positive person po thank you so much sa mga lessons na ginagawa nyo malaking tulong po.

[@Kwestyon]

Haha i get that masungit comment a lot! 😂 Salamat sa panonood!

[@rodelioramonjr]

So happy seeing your channel grow! Nung una kitang napanood 40 Lang subs mo po then ngayon dumami na. Now I think you're going to have millions of subs. And I am proud here as a fan.

[@Kwestyon]

I think you're the first real subscriber na first nag comment. Kasi nung time na yun, mga relatives and friends ko palang talaga nag subscribe. Haha. I didn't expect it would grow this fast. Thank you!

[@rodelioramonjr]

@@Kwestyon You're so good po in speaking English, it's crystal clear and sobrang helpful po ng mga tips niyo. Ang clear and precise. Welcome po! ❤️

[@chellastation]

My go to is solution 3. I normally do not do small talks unless the customer starts it, in which case, I am ok with talking with being personal with the customer. In the beginning, I would put the customer on hold, but I have spoken with most customers that really hate being put on hold. It is was they had agents, in the past, that put them on hold and would disconnect the call or take to long to come back with the customer. Another issue, was the customer waiting to speak with an agent, and finally getting to an agent, but is told to be on hold again. Finally, customers have complained that the music was kind of annoying and wanted to hear the sound of my typing. I am a super fast typer, and the customer's like to hear that I am actively resolution their problem, but not being annoying.

[@Royal_blue72]

Solution no.3 is what I always do to reduce AHT. Thank you so much for this video.

[@Akym027]

I already taking calls I'm a nester . Thank you for your videos .

[@anapham4724]

Another informative video 🤗❤️ a month ago i was watching how to pass an interview and now I'm watching for any tips for how I'm going to survive the training ❤ I'll keep digging knowledge on and off the training🤗🥰 thank you🙏 you one of the reasons i made it to this industry I'll be forever in debt to your help🥰

[@jahzellgracecubian5056]

P

[@josephramos980]

I can relate to that due to i'd experience to take calls on the production floor before. Cherry picking the best way on handling customers will make you minimize your AHT and to boost the quality of your call. all that the given examples on this video are quite true and at the same time its informative for those newbie or naive with the workflow of a CCA. Moreover it allows us to preview the real time task of an Agent. learned to the expert it will made us proficient in no time. however there were some occasions we find drawbacks due to its more challenging role, we gradually learning from each mistakes day by day or in a daily basis. at the end of the shift you would earned or gained more knowledged that will drives us to the higher level of competency of your work or position.

[@jahzellgracecubian5056]

Plp

[@DPalsVlog]

I really like her commutation style ❤ she is a pro

[@chrisjesuelmayrielosian6334]

Your videos are really helpful for a Coach like me. I am looking forward to see videos on handling supervisor or escalated calls. Take care!

[@kiraknight2951]

Thank you Ms. Your videos are very helpful. I am on my 4th week of training. ❤

[@remafitness1069]

Sheena im just hired as a CSA your videos helps me a lot. You're very intelligent and helpful. A million thanks. I love all your videos stay beautiful 👌

[@belindavillarosa6214]

Thank you ate Sheena. I got Hired yesterday! Thank you so much for your lessons😘

[@Kwestyon]

Congrats!!! So nice to hear this.💪

[@alvinprusas1549]

Thankyou so much for more information about Call center ❤️ This coming November 8 is my 1st day of my training at Teleperformance i hope im doing well for my 1st day❤️ I like your accent 😍❤️

[@ilonam337]

Alvin Prusas hi. How are you? How is your work going? My training will start very soon and I am trembling.(((

[@joshuajohnromero5144]

Thank you so much for this video. It really helps me a lot to prepare myself for the possible scenarios might happen when I'm in the BPO industry.

[@carlislejacquelinellamas9073]

kudos! I've been in this industry for 3 yrs and still I am still having a problem with dead air not good in building a rapport

[@dahliaespiritu7624]

Same.

[@KimberlyM]

Haha agree

[@amazingtruth12596]

Your technique and tips makes me wanna take calls even more!!

[@elinethgastardo5812]

Thank you Ma'am 🥰 your video helps me a lot. My training will start on Monday. As a newbie there's so many questions in my head but you are here Maam🥰 Wish me luck🙏🤞

[@nicofoxxofficial6040]

You are doing a great Job ma’am! It’s been a week since i am watching your videos every day.i am going to work for intuit turbo tax and im a little bit stressed about taking calls how to talk and what to say specifically it my first time giving financial assistance

[@glyzamaevlog5389]

Actually..I'm so nervous next week I'll be applying call center thank you for this vedio..I have to learn more 😊

[@Thebestpunk]

So how did it go?

[@wraseck]

I'm in my training days tommorow is the start of my pst training ..Thanks for the info.

[@jairahjohnbasco8767]

Thank you so much for your videos I was hired because of the advices that you gave on your videos .. I just want to say thank you so much for the effort on making all your videos .. Keep it up

[@Kwestyon]

Congratulations, Jairah!👏🥳 Thank you, too!

[@marianeri4161]

I'm now watching this after i got hired yesterday! Thank you for your tips, specially the mock calls.

[@Kwestyon]

Congratulations, Maybelyn!!🥳🥳🥳 You deserve it!

[@kimberlycamarce8538]

Thank you for making this video. Is a big help for me to reduce dead air in my calls. All your videos are worth watching. Can I make a request? Could you make a video on how to deal with irrate customers saying bad words to you even if they are the one who made a mistake in the first place? And you can't do anything to honor/give their request? I hope you can notice me. Thank you so much! More power!

[@gdiannn946]

" Just call me and I'll be there " this the best part of this vid XD

[@mieckotacsan1171]

Thank you for the tips maam sheena, Im currently in training and I do hope to pass the berlitz and nesting

[@carpini6804]

Thank you so much for creating tips here all about call center. I easily got hired and training now from a BPO company. Without your detailed tips, I won't make it to the interview. Please keep on helping us, stay healthy and may God bless you more🍏🍏🍏.

[@Kwestyon]

Congratulations and thank you!!!

[@lexussteven5575]

Ang galing talaga I love you na Po talaga promise Dami ko natutunan. TMobile nmn Po coach.

[@mirasolellarina4463]

Thank you for making these kind of videos 🥺 my training will start tomorrow. you deserve a million subs.

[@Kwestyon]

I appreciate that! Good luck!

[@janprimetv63]

thank you for the tricks and tips, It's really a big help.🥰

[@yoshinikko]

3 years ago im watching how can I pass my interview and now im watching on how I build a rapport to my customer ❤

[@lykamariepenaranda6256]

Thank you so much ate sheena. 😢😘 almost 1 month since i started watching your yt channel and it helps me enhance my english speaking skills😇

[@janediosaban9679]

Thank you so much Ms. Shiena! I always watch your videos before I applied and until now that I'm on my training period 😊 I really need this tips for my nesting on friday😊

[@khierbalasi3830]

More power to you! 💗 You really are a great help for the newbies like me. Thank you!

[@nillosaraizar.5904]

I love your voice the way you speak clear ..

[@reginaagustine5254]

I learned so much from you Sheila… and I thank you for that love from 🇦🇺

[@zaldysph]

Thanks for sharing this video. It helps me a lot especially to me as a newbie and no experience in a BPO company.

[@RhenhartLosaria]

I've watched most of your videos and I am very excited for the new upload.

[@angelgraceimposollo4572]

Thank you so much, ma'am! Your videos helps me a lot. Hope you will not get tired posting some tips and lessons. I'm your new fan and subscriber, ma'am :)

[@jaysonblancada4704]

You are a literally an angel for me.

[@Radlie22]

Your the best i passed my PST training because of your sympathy samples 😊 thank you im on nesting now ❤

[@Kwestyon]

Congratulations! Good job!

[@cyrilabad2]

Thankyou to your videos, I hope I can pass all my interviews. 🥰

[@joshuaandreprado2131]

thank you so much po! you have been a very great help! ❤️😁 im from cebu, btw.

[@joannacayago9497]

Your videos helps me a lot ...Its really helpful for me..Thank you

[@ehlairarafer231]

your videos po ay sobrang laking tulong s mga newbie like me..Thank you Ms. Sheena.. Ahm,can you do a video po where the customer ask for a copy of receipt and order history?

[@Nath_CM]

Very good tips!! It's always very important to keep improving!

[@jbz_delz2121]

I like your channel. The time I open it, is just exactly how we would be going next😅

[@atsuyim7494]

Awesome.... Full solution in one chanel . Thanks alot ...

[@sheryljoytatac4929]

Thank you for having this video i already learning alot from your video. Take care always.

[@reginaldcastasus5823]

Thanks for this video that you made, it helps a lot

[@jeandabon522]

Thank you for sharing it gave me idea since i am a newbie. god bless you.

[@ivonangelica9459]

U are the best, I have learnt a lot with you, u have helped me a lot =3

[@drishtisharmax]

Please post something about outbound call by dialers in collecting centres. How to keep customer on call while transferring call to collector !

[@jessicavalencia9520]

Im here, willing to learn.youre good enough for me to understand what i need to listen.

[@huantang9287]

thank you so much, I really appreciate all your vids specially for a newbie like me, this is so informative and inspirational. again thank you so much. :):):)

[@enriquenoguez9419]

Hi ¡¡ i'm from Mexico. i just would like to tell you, your channel really helped me a lot. when i watched the first it easily became in a need. i work as a cust serv agent on a catalog sales company. would you teach us how to do an upsell . congrats and thank you for your work done here ¡¡¡

[@ricolazaro3782]

Ha ha ha ! You made me laugh in you just call me and ill be there! You re funny and cute on that. Btw, is there a technique or best approach to tell your caller that you did not understand what exactly they saying because of their accent and fast in talking. Hopefully to hear from you. Thanks a lot😊😊😊

[@pau8855]

Thank you , I appreciate your content. I am just a beginner to Technical/CS Support. These advices are huge help for me.

[@azadel2215]

I started to love her vids, very informative.. 😎🥰

[@riellecarlos2315]

I am very appreciate the work you are making through KZbin wireless👏👏👏💵

[@riellecarlos2315]

I am very appreciated,quickly mistake

[@chinnurakesh1396]

Hey hi shina this is Rakesh and i am following you since a long time and I'm watching your videos daily and the videos are very useful to me

[@adrianaldana2883]

New subscriber here... all your videos has been very helpful to me as a beginner and i was hoping if you could teach us on how to handle mobile service provider calls.. a mock call demo would be very nice.. thank you for having a channel that help us beginners

[@JuanCruz-ok6ri]

thank you for all the tips that gave us I've watched many videos but I'm in this industry and i'm in a travel pass account and I need you help hope you see my question and help me with that

[@mcmichaelmaria99]

My job doesn’t allow small talks is there something I can to avoid the dead air ??

[@Ehlaar]

Quit

[@donnamarieocampo6253]

Hi sheena i appreciate every video that you made for us newbies 😊

[@ren07bea50]

Hi Sheena, how are you and your family? I am a NB and we are on mock call starting on Monday, this video will help. God bless you

[@anayrisyris2713]

Thanks a lot this information was very helpful and understandable 👍

[@JeanPant_38]

New subscriber here, soon to be working on call center. Your videos helped me a lot

[@lazarragajuanmiguel2998]

your videos help us a lot .

[@ArionGerardino]

Thank you so much for your videos. They're very helpful.

[@elliemarie7559]

Thank you for this video. Such a big help ❤️ request please 😊 Can you have a mock call of placing an order and getting cc info? Thank you so much ❤️

[@Kwestyon]

Okay, I will, next month. And thank you!

[@kpatelocruzado4793]

YES PLEASE!!!😭

[@iamme3418]

I'm on my nesting and this is one of the mark downs in qa for me (hygiene alert). My usual problem is #3 bec I'm still getting the hang of the tool that our campaign uses. Hopefully, I get better at it faster.

[@MomshieChikas05]

Im on a training now, hopefully i past the mockcall assesment, thanks for sharing this godbless and more power😍😍😍

[@jhaymarkvillanueva1053]

Nice

[@thebossphvlogs]

Wooohhh...Happy 3k Subs..🔥🔥😀😁💓

[@Kwestyon]

Yay!!!

[@catherineescosio1986]

I loovvvee this. Thank you Sheena ❣️ I love listening to your videos daily 🙂😻

[@angelicajaneconcepcion971]

Great video maam. May I ask, what if, for some instances, a rude customer does not allow you to put him/her on hold? What is the best thing to do or say? Thanks :)

[@rommeljava8860]

Thanks a lot.. I got some tips on you and I probably I can use it...

[@andersonandre4881]

Very good tips! Thank you!

[@alexlara841]

I'm a security guard for 11 years, currently employed in our agency for 9 years. I tried to apply for the position as a BPO agent but unfortunately i didnt make it. My problem with my 2nd interview was dead air, being forgetful with the words that im going to use and being a stutter. I know to myself that i can do the job like offering an excellent service and open to working under pressure. Any advise? Thank you.

[@AzariahPeters-q1b]

Thanks for that video can you do one for me on how I can get a good score I'm a new agent at a call center but I'm not getting through cause I'm getting hit for leaving note dead air and empathy

[@dilangonzalezcastaneda6635]

I wondering about 'Refresh phrases', because if I'm on the 3rd point you said and I need to use 'hold' but after 2 minutes I need more time I could say "I still here working" "thank you for your patience, still working" "I'll need a couple of minutes more, thank you for your time" and after use those 3, I don't have more phrases. What's are the Refresh Phrases you use?

[@lilianagallo8771]

Thank you for your videos, they are very helpful. I have a question: What to do if the internet problems or technic problems are longer than 10 or 20 seconds ? Thanks again.

[@mayetandrada1160]

Hi Sheena, thanks so much on this video. Love it

[@quisqueyanguy120]

Your videos are awesome! Thanks a lot!

[@marvindon7784]

Currently doing this techniques during my live calls.