How long is allowed to have dead air in a call ?
Question asked by Safa
It Varies Considerably
Dead air time varies considerably depending upon what you are trying to do. If the customer is going off to find a pen, then dead air time could be 2 minutes. If an advisor is looking up information and the system is slow, it could be 15 seconds.
I think that in Speech Analytics they tend to look for dead air time that is over 10 seconds.
Here are some tips to reduce dead air time.
With thanks to Jonty