QA SILENCE QUESTION
What are your policies on silence during a call? I'm at a blue center now that is currently being trained CSE, we hit the floor CSE on Monday. Our policy with blue was any period of silence lasting over 20 seconds is unacceptable (informed or noninformed) and will get you dinged on quality. In CSE training though we were told that informed silence is ok up to 3 minutes uninformed ok only up to 11 seconds. Anyone else care to share their policies? Orange and Blue? I sent an email to the QA Goddess here and she informed me that we would still be sticking with the 20 seconds rule from Blue. Just curious what the other QA rules are out there.
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Your CSE training is correct.
However, I feel uncomfortable being completely silent with a customer. They might just hang up or be like "HELLO??"
Like the ones who go through this long spiel of explaining things, and then immediately say "hello?" like I wasn't listening and they expect my to interrupt them. xD
But yeah...go by CSE. You get dinged hard for that, Not to mention it's awkward.
However, I feel uncomfortable being completely silent with a customer. They might just hang up or be like "HELLO??"
Like the ones who go through this long spiel of explaining things, and then immediately say "hello?" like I wasn't listening and they expect my to interrupt them. xD
But yeah...go by CSE. You get dinged hard for that, Not to mention it's awkward.
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I can agree with that. What gets me right now though is I would like to be able to say "You may hear just a couple moments of silence while I complete the changes to your account/credits to the account, etc." instead of saying just another moment, still working on this, every 20 seconds or so or placing the customer on hold. We can't even have EXPLAINED periods of silence of over 20 seconds now. I ALWAYS get dinged on it almost every monitor.
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