We have recently created a help line for our busy Payroll department.
Colleagues on this facility have excellent technical knowledge but are struggling with talking to customers and updating the call records at the same time. We need them to do this whilst the customer is on the line to cut down on 'not ready time'.
Has any anybody any tips they could share or know of any resources that I could use?
Many thanks
Liz Delahaye
2 Responses
Touch Typing
Hi it would help if your call handlers could learn to touch type – see if your organisation can invest in a Mavis Beacon programme whereby colleagues can learn on the system.
People who touch type can listen and type as they listen and the information is more accurate.
Typing & Talking
If one of the objectives is to increase their input/output ratios and related workloads, it would also be advisable to ensure they receive adequate screen breaks.