Coach an agent through unhelpful silence on a call

Silence can make a customer wonder whether an agent is still present, even when the agent is working hard to find an answer. A quality manager can coach this behavior without asking the agent to narrate every keystroke. The recording should identify the point where a short update would preserve trust.

Play the relevant section and ask the agent what they were doing during the pause. Ask what the caller could reasonably know at that moment. Then rehearse one brief update and one check before the agent returns to the work. The aim is a natural routine that fits the contact type.

“There are eighteen seconds with no response after the customer asks about the shipment,” says quality manager Ruth. Agent Carlos replies, “I was checking the order screen.” Ruth asks, “What did the customer hear while you checked it?” Carlos says, “Nothing. I was focused on the screen.” Ruth says, “Try this: ‘I am checking the latest shipment status now. May I take a moment?’ What could you say if the search takes longer?” Carlos answers, “I can tell them I am still reviewing it and explain what I will confirm next.” Ruth asks him to roleplay both lines.

Choose one recorded pause and write the task the agent performed, the update that would fit, and the next check. Review a later interaction for that specific behavior. The coaching record should show the observed moment and the agent’s own commitment to use an update.