How to Get Off the Phone Quicker.

Because call centers have become so common, it is inevitable that everyone will have to deal with call center workers more and more often whether you want to or not. What I'd like to do is give you some ways you can get off the phone quicker and make sure you get quick, responsive service.

1. When making your call, have the following things in front of you: your personal information(address, account numbers, ID numbers, etc.), a pen and a paper, and a magazine or Game-boy(you will probably spend some time on hold).

2. Before you start speaking to the agent, remember this very important thing: you've got to let the agent take control of the conversation. Don't misunderstand me. I'm not saying let them abuse you or sell you something you don't want. What people calling call centers don't realize is that all call centers have a call taking screen on the computer in front of them. This screen is where they enter all of the raw data that will make up your order. The program is set up to make the agent ask the questions in a certain order. If the agent can follow this order, they will finish your transaction very quickly. But if you fight them all the way and insist on telling the story your way, they will either have to do a lot of mouse work, or write things down on paper, or just keep asking you the same questions over and over until you stop talking and start listening. Letting the agent ask the questions makes them feel like you are not a jerk and builds up social capital. That means they will want to help you if you aren't a pushy jerk.

3. Call center workers are sometimes graded on how long they take on calls. Don't tell them all of the background of your life leading up to the pivotal event that led you to call them...

"After watching the dolphins play so carefree, I realized my life was going nowhere. I felt confused and lost. This was when my dog started sending me very clear psychic messages encouraging me to find a "a new space" for my spirit. That's when I decided that I was going to make a pilgrimage to find this "new space". I then realized that an increase in my credit line would facilitate my journey into inner peace and harmony."

You think I'm going way over the top, but I'm not. I have had calls almost that ridiculous. Maybe it would have been better to simply say, "Hi, I'm calling to get an increase in my credit line." and then shut up and let the person on the other end of the phone help you.

4. Invariably, most calls end up with me asking you numbers and addresses and you telling me once and me repeating them. I'm going to let you in on a three tricks that makes this easier. First, realize that people can't remember letters bigger than three digits in a group. If you rattle off a letter like 6978 4634 2513 without grouping it, you may end up repeating it twice. Secondly, when you group numbers, group them as two or three digit number groups:
359 is pronounced "three-fifty-nine", not "three-five-nine".
6732 is pronounced "sixty-seven-thirty-two" and not "six-seven-three-two".
What this does is prevent many common mistakes and makes it easier to understand the other person, even if they may have an accent different than yours. Thirdly, make a conscious effort to imagine your are writing these numbers down or typing them yourself. This will make you slow down and try to allow them to type the numbers in more accurately.

5. One more thing related to numbers and letters. Don't use a phonetic alphabet("Alpha,Bravo,Charlie,Delta") unless you have memorized it, or its part of your job. I have people do this and think they sound cool, they don't know the all the letters, make up silly words, and just make a simple call go on and on and on. Just say the freakin' letters, ok? And for the love of all that is holy and good, do not say "Niner"! You are not trapped behind enemy lines calling for air support! Ok? Unless you are a pro, we are just laughing at you after the call!

5.When you first start the conversation, write down the person's name and the time the call started. If they won't give you a name then ask for an extension or operator number. Then when you are done, ask if there is a transaction number, or a control number. This gives an advantage if there are problems in the future with your transaction, and is sort of a low-key way to communicate that you expect good, accurate service without being obnoxious.

Thanks for reading,

AC  ¶ 1:23 AM