Customer Experience News & Trends

One tactic that can help you cut talk time by 40%

You’re not the only one who’d like to spend less time on the phone. Customers wish calls to contact centers were shorter. Here’s one proven way to cut call time.

Make a mini agenda.

If you quickly jot down what you’d like to discuss or accomplish before you make outgoing calls (or early in an incoming call), you can cut the conversation almost in half, says Joan Burge, author of Become an Inner Circle Assistant.

For incoming calls, ask customers after you have a basic understanding of why they called, “What would you like to accomplish?”

For outgoing calls, list the information that must be relayed and actions you and the person you call must take during or after the conversation.

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