Does anyone work in a call centre? Do you know of any phrases, tips or ticks for reducing CHT?

Question

Serious anwers only please!! Seriously guys do any of you have any suggestions as to how I can cut my call handeling time to reduce the ammount of wated time spent on calls.

In particular does anyone have any suggestions as to the type of phases that could be used to keep people going off topic and wasting time? Or any phrases/tricks that could be used to make people provide the relvant information without getting them to ramble on?

Any suggestions, tips, trick and phrases on how to move the whole process quickly on would be extemeley welcome.

(also dont know if this is relvant but I work for a government helpline which measnt that I dont do outbound calls and that management dont seem arsed about HELPING us reduce call time, they just DEMAND that we do)

Answer 1

You didn't list what you help people with. That might've helped.

But regardless of topic, the answer is 'control the conversation', without being obvious that you are controlling it .
I work on the phone as well . Always be fun and friendly, but being in control, and being great at it, is an art . Practice, practice, practice. .... .. . .and for starters, when a caller begins to ramble on, ask them a direct question and try to give them only 2 choices to answer . Example : Miss Jones, do you drive to work or do you get there by other means ? In that example Miss Jones can only answer 'I drive myself' or ' I get there by other means', she can't go into the long details like 'I drive to the train station, then I take the 419 downtown to Jackson Terminal, then I take a bus or cab to my office, but sometimes I like to walk the last 6 blocks, if the weather is nice, but I remember one time when it was sunny and then all of a sudden a downpour.......... and so on and so on.

I hope this helps. Thank you.

Answer 2

I used to work in a call centre and our bosses were obsessed with CHT.
We were told when opening a call to ask the customer straight away of the problem.
If they started to ramble off the subject we had to remind them of the question they were calling about.
Try and make sure you have all relevant information to hand, eg phone numbers etc.
If you they need to go through to another dept give them the number required or if possible put them through yourself.
To be honest i ended up leaving with depression as the job became unbearable due to the pressure from the bosses, allot like you are saying.
Good luck if you decide to stay, i made the biggest mistake of my life going to work there and I'm only to glad it is over as it nearly destroyed me and my marriage.

Answer 3

OH WELLLL......first dont add anything into the process (verbally) that will make them ask more questions. If they dont ask, they dont need to know. I know if your a people person it is hard to keep from striking up a conversation (sometimes I ramble{but then catch myself}{i used to be a bartender}) (see I'm doing it now!). Another, if your employers dont make you ask"is there anythingelse I can do for you?" then DONT SAY IT!!!
On the opposite, if they keep rambling....SAY,"is that all I can do for you" over and over everytime they take a breath =). If it is warranted...always apologize over & over , it will calm them down. My Training in broadcasting taught me always smile while you are speaking regardless of the situation =)

Answer 4

DONT BOTHER ,GET OUT . GET OTHER JOB.