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Take control of the call! Sometimes callers call in and just want to talk or ramble on about nothing pertaining to the call, that's when you should step in and take control of your call. Ask them what made you call in today? or once they get off track make sure you take control and put them back on the right track as to why they are actually calling and getting the issue resolved.

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Q: How to shorten call time in call centre?
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