I helped a claims team shave 83 seconds off of talk time. And that’s a big deal.
I started by listening to a random sample of calls, hunting for the precise areas where agents lost control of calls. Turns out, it was the end of the call where they lost control.
It didn’t take long to solve this call control problem. I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask. That single change changed everything.
I breakdown the Comprehensive Recap call control technique here. Applying this technique will save you 60-seconds or more!
