During any contact with an existing or potential customer, your agents will cover a lot of ground – the average person talks at around 120 words per minute. Train your agents to capture as much relevant information as possible regarding the contact. Chances are the customer may be in contact again and if they have to repeat themselves it will cost you center extra time and money. In addition there may be occasions where one piece of information is key – if you agent ignores it, it could result in the wrong product being shipped, the collection being made at the wrong address, a missed sales opportunity etc! Next time you listen to a call, make a note of how many pieces of information your agents receive and check this versus what they record on the system. If there is a huge difference, address it!