As an operations manager how do you reduce talk time in a call center?

There are a number of ways to reduce talk time in a call center, some of which are represented below:

* Use scripts that the customer service representative must follow

* Use automated response unit (or integrated voice response technology) to automate basic requests (e.g., providing balance, addresses, etc.)

* Incent CSRs to keep their calls short while solving a problem on the first try (e.g., any call handled according to quality standards in less than X seconds gets the CSR a bonus)

* Route calls based on complexity (more complex problem, route to more experienced CSR for faster resolution)