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

[@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

[@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.

[@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

[@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

[@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!

[@dindolongakit7909]

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

[@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 💕

[@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. ❤

[@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♥️♥️♥️♥️

[@Kiabiya]

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

[@Royal_blue72]

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

[@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

[@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! ❤️

[@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!

[@Akym027]

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

[@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.

[@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 ❤

[@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!

[@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

[@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 👌

[@kiraknight2951]

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

[@verliroxas7807]

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

[@amazingtruth12596]

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

[@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

[@DPalsVlog]

I really like her commutation style ❤ she is a pro

[@belindavillarosa6214]

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

[@Kwestyon]

Congrats!!! So nice to hear this.💪

[@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

[@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.

[@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.:)

[@wraseck]

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

[@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!

[@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

[@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!

[@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🙏🤞

[@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.(((

[@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😇

[@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!!!

[@jaysonblancada4704]

You are a literally an angel for me.

[@RhenhartLosaria]

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

[@nillosaraizar.5904]

I love your voice the way you speak clear ..

[@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?

[@jbz_delz2121]

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

[@mieckotacsan1171]

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

[@lexussteven5575]

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

[@janprimetv63]

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

[@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!

[@atsuyim7494]

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

[@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!

[@reginaagustine5254]

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

[@gdiannn946]

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

[@Nath_CM]

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

[@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

[@cyrilabad2]

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

[@sheryljoytatac4929]

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

[@zaldysph]

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

[@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 :)

[@loidacorales5015]

Thank you for sharing with us about dead air because Im knew in BPO company so I'm not aware about this and I'm gonna ask what to do if the I rate Costumer if when the call still at the start then he's telling to you can you transfer me to the Supervisor right away I wanna talk to them .What is the best possible solution on this or what empathetic statements we should use .Thanks and God bless you more because I want to earn more points on my call so please help me with this.Its outlast day of nesting so it might be helpful can be added my knowledge in times that I have an irate customer mostly it's an order or replacement or overcharge me with this matter ... ❤❤❤

[@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

[@j-celampong5724]

I love the way you said "If you need me, just call me and I'll be there" thanks you make me laughed 😁

[@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😊

[@JeanPant_38]

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

[@khierbalasi3830]

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

[@jessicavalencia9520]

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

[@thebossphvlogs]

Wooohhh...Happy 3k Subs..🔥🔥😀😁💓

[@Kwestyon]

Yay!!!

[@ivonangelica9459]

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

[@ArionGerardino]

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

[@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

[@justinsingh221]

Very helpful method, however it is always good before putting customer on hold is to offer a call back if phone gets disconnected or the customer hangs up by accident etc, it is also a genuine promise to customers when it comes to helping them in anyway possible.

[@rafaeljamesayon9088]

I'll be having my mock call later, wish me luck!

[@reginaldcastasus5823]

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

[@catherineescosio1986]

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

[@nathnathlightgo3355]

A really learn alot for all of your Video ❤️❤️❤️❤️❤️

[@mayetandrada1160]

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

[@lazarragajuanmiguel2998]

your videos help us a lot .

[@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.

[@donnamarieocampo6253]

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

[@drishtisharmax]

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

[@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

[@azadel2215]

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

[@quisqueyanguy120]

Your videos are awesome! Thanks a lot!

[@riellecarlos2315]

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

[@riellecarlos2315]

I am very appreciated,quickly mistake

[@jeandabon522]

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

[@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. :):):)

[@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😊😊😊

[@andersonandre4881]

Very good tips! Thank you!

[@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 ¡¡¡

[@lynchbagaporo8341]

Thank you po dami ko natutunan sa mga blogs nyo.

[@Cordoba1738]

Thank you so much for this,also I'm really having a hard time trying to pitch a sale to a customer,can you help me with that please?😊

[@genelyngingo5519]

Thank you ms sheena its a big help ♥️♥️

[@anayrisyris2713]

Thanks a lot this information was very helpful and understandable 👍

[@cenizacherryg.8295]

I LOVE UR ALL VIDEOS

[@kyenriquez62]

Hii, I really love this video. It helps me more especially that I belong to the retail account❤️ Hoping for more videos🥰

[@3gnfamily592]

Hello, Candice 😁 Keep this up. You're doing great. PS. I was sitting at your back when we are working for the same account wayback 2016. (Acctg-AP Team) 😁

[@Kwestyon]

Thanks Norlyn! ❤️ Kahinumdum ko nimu uie. Kumusta na man ka?

[@3gnfamily592]

@@Kwestyon awee ❤️ haha. thank you. kaila pa diay ka nako 😁. ganahan kos imung mga videos ayy. ❤️❤️❤️

[@3gnfamily592]

the "laugh template" murag kaila jd ko ani bah hahaha

[@Kwestyon]

Hahaha si eydee na.

[@ayasekaede2939]

I've always put the cx on hold because of I'm not yet confident enough to build a connection towards to cx. one reason it's because I'm lack to provide probing question and I always been struggling when it comes to emphaty or power words. I just can't do that all when I'm in the middle of pulling up the cx account and or I'm in the middle of the process.

[@ayasekaede2939]

and when I try to build a connection towards the cx I always forgot what the essential need to do. and especially i always forgot the cx concerns.

[@pau8855]

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