Does anyone work in a call Center? If so does anyone know any ways to reduce their call handling time?

I work for a government helpline and every day my call times are through the roof. I never meet the call time targets for the centre and I am worreid about losing my job. Unfortunitly Due to the business I am in I am required to take details from customers, And EVERY TIME I get on the phone these people NEVER have their details, Hardley speak english, expect me to work out their income (especially if they dont know what they are earning) and just wont get off the phone cause they fancy a Fu@king chat. Sorry to rant, but the quetion I want to ask is does anyone have any tips or techniques for redusing call timesand just generally getting people off the phone. Please dont confuse this with not providing quality service, because I always do my best for people (I really do!!!) but I need a way to make people give me the information required and hang up the phone faster or its likley I'll get the sack! Does anyone have any tips or techniques, pharases, anything please! Thanks

Asked By: brookieboy88 - 12/2/2006
Best Answer - Chosen by Asker
I worked in a telephone tech support center for years (and still cover on occasion). We went to a Helpdesk Analyst class to learn some techniques and tho I don't remember too many of them any more, it was very helpful. Helpdesk institute has a Call Center class that might benefit you--I think it was around $700-$900... More
Answered By: e. s - 12/2/2006
Additional Answers (10)
Answered By: Jak Darktent - 12/2/2006
get right tot the point with respect and don't try to give a chance for customer to complain just give him what he needs, and the important thing is you have to know your job really well to serve him fast .....
Answered By: tiger_loay - 12/2/2006
Stay focused on the question they ask. Don't allow them to get off the topic, don't engage in small talk. Keep it strictly business. Answer their question and quickly follow it with is there anything else I can help you with. 9 times out of 10 they say no, you are off the call. Good Luck.
Answered By: brianbelotti - 12/2/2006
work on a script and stick to it... More
Answered By: Litmus180 - 12/2/2006
Though I don't work in a call centre now, I have worked in one before. First things first, how long have you been working there? The reson I'm asking is that generally call times improve as you grow accustomed to the job, so if you're just starting off, you know that working on it is bound to yield results... More
Answered By: jollywood - 12/2/2006
Put the phone down !
Answered By: lenghtypeice - 12/2/2006
1. If you have to log your calls, have the standard entries for standard calls in notepad files stored on your computer desktop. Then you can copy and paste that into your details field. This cut my times a ton. It also gave me a format to follow in those answers so I did a better job... More
Answered By: geek49203 - 12/2/2006
I worked in a call centre for a number of years both as a consultant and as a manager and have watched a lot of people struggled with their call handling time... More
Answered By: psionyxau - 12/2/2006
I used to work in BT call centre management as a data analyst and one of the reasons that I quit was that I simply couldn't remain part of a system that treated people (customers and staff) that badly any longer. The targets were quite deliberately designed to be contradictory (ie. quality vs. quantity) in order to be... More
Answered By: Stephen L - 12/2/2006
if u get fired live of a 30% credit card for the next couple of yrs then win win win ur way out of debt with an online casino!!!
Answered By: 5yellowchips - 12/5/2006
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