No Image Available

Seb Anthony

Read more from Seb Anthony

googletag.cmd.push(function() { googletag.display(‘div-gpt-ad-1705321608055-0’); });

Typing & Talking


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

  1. 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.

  2. 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.


Get the latest from TrainingZone.

Elevate your L&D expertise by subscribing to TrainingZone’s newsletter! Get curated insights, premium reports, and event updates from industry leaders.

Thank you!