How to Improve Agents Typing While Talking and Listening

Call centre agents will often find themselves having to take notes during discussions with customers, though more often than not this is a skill they need to perfect.

So when Clive B asked our Community of industry professionals for advice on how to develop these skills.

“Has anyone got any good tips, exercises or websites to visit to help improve agents skills in typing notes whilst still in call? Obviously an attempt to try to improve wrap times but also to help agents in their skill sets.“

We wanted to share the responses with you:

5 Ways to Help Type While Listening

Improving typing speed while actively listening is a valuable skill for contact centre agents. Mastering this skill can lead to faster note-taking, reduced after-call work, and improved customer interactions.

1. Play Computer Word Games

Playing word-based computer games can be an effective way to increase typing speed. A consistent routine of playing games like Text Twist and Hangman after each shift helped boost typing skills significantly.

To keep the practice engaging, listening to music while playing proved useful in enhancing multitasking abilities. This method has also been used successfully with agents who type slowly, helping them improve both speed and focus.

Another helpful exercise is completing CAPTCHAs, which can reinforce typing accuracy. For the best results, combining these activities with a multitasking element, such as singing along to music, can be particularly effective.

Contributed by: Derrick

2. Use Stock Notes

Having a set of pre-typed “Stock Notes” for common queries can significantly reduce after-call work. In semi-repetitive customer service roles, the difference in efficiency is noticeable between those who use pre-written responses and those who don’t.

By keeping standard replies readily available for copying and pasting, agents can minimise the time spent typing after each call.

Contributed by: Jimbles

3. Develop Touch Typing Skills

Since not everyone excels at multitasking, focusing on touch typing can be a valuable alternative. Learning to type without looking at the keyboard has been particularly beneficial.

One approach that proved effective was using a permanent marker to black out the letters on a keyboard, encouraging reliance on muscle memory.

While typing speed initially decreased, within a few days, a noticeable improvement was achieved. This technique provides a long-term solution for agents looking to enhance their typing efficiency.

Contributed by: Jonty

4. Look for Free Tools and Courses

Several free resources are available to help agents improve their typing speed. Short Keys Lite, for example, offers a free trial that allows users to create shortcuts for frequently used phrases and call notes.

However, it’s essential to review and edit these shortcuts when necessary to maintain accuracy. When setting up shortcut keys, choosing combinations that won’t be used naturally in other contexts, such as avoiding letter pairs commonly found in serial numbers, helps prevent errors.

Contributed by: Bunnycatz

5. Coach Agents

Coaching can be an effective way to help agents manage their time more efficiently. In one case, an advisor who was excellent at handling customer calls struggled with small talk and spent excessive time typing notes after the conversation had ended.

To address this, coaching was introduced to encourage note-taking during the call rather than afterward. A lighthearted approach was even taken by placing a plaster over the after-call button as a reminder to complete notes in real time.

Contributed by: Thornden

This article was made possible due to the great community of experts we have at Call Centre Helper, to get involved just join our LinkedIn Community and and if you aren’t already make sure you are following us on LinkedIn to see our latest content.

If you want to find out more information on developing agent skills, read these articles next:

• 5 Soft Skills Every Agent Needs Before Taking Their First Call
• Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
• How to Develop Empathy as a Skill in Your Frontline Teams
• How to Train Active Listening in the Call Centre – With Four Exercises

Author: Jonty Pearce
Reviewed by: Hannah Swankie