During training you do one thing at a time. You read an article, then you speak. On a live call you do four things at once: listen to the customer, find information on screen, type notes and decide what to say. It feels impossible at first. With practice each part gets easier.
This guide breaks it into parts, so you can train each one and then put them back together.
Why this feels so hard
Your attention is limited. If you read while the caller speaks, you miss words. If you type while you think of an answer, your sentences go flat or you stop mid-way. Many new agents then fall silent, which creates awkward pauses and a customer who wonders if the line has dropped.
It is not a talent. It is a skill built from small habits.
Habit 1: Listen first, then type
When the customer is explaining the problem, do not type full sentences. Listen to the whole description and note only key words.
- Customer says: "I ordered a blue jacket on the 3rd, it arrived on the 8th, and it is the wrong size and I want to swap it."
- You note: "blue jacket, ordered 3rd, arrived 8th, wrong size, swap"
Five keywords, not a sentence. You can expand it when the call ends.
Habit 2: Three-pass notes
Split your notes into three passes.
- During the call: keywords only.
- At natural pauses: fill in the number, date or name you captured.
- After the call: tidy the notes so another agent can read them.
You do not have to type everything perfectly while speaking. Draft, then polish.
Habit 3: Use pacing lines to create time
You can make the call easier by telling the customer what you are about to do. These lines buy time and sound professional.
- "I'm noting that down now."
- "Let me type that in so I don't lose it."
- "Give me a few seconds while the system loads."
- "I'm just checking one detail on your account."
Customers rarely mind a short narrated pause. They mind unexplained silence.
Habit 4: Repeat and type in the same breath
Repeat back details while you type them. It slows you down just enough and doubles as verification.
- "That's M-A-R-S-H, Marsh. And the account number begins four, seven, two?"
You are typing as you say it, and the customer confirms it.
Habit 5: Use shortcuts and templates
If your system has shortcuts for common notes, learn the three that matter most this week. Ask your trainer or team lead. Common examples are quick fields, drop-downs and saved phrases. Do not write long notes in free text if a standard code is available.
If you write free text, keep a simple structure:
- Reason for call
- What you did
- What happens next
Three lines are enough for many call types. See call notes template for a layout.
Habit 6: Keep your voice level while you type
Typing changes voices. Many people speed up, drop their tone or sound distracted. Two small fixes:
- Breathe out before you speak. It lowers tension.
- Sit upright and look at one point on the screen, not around it. Your voice stays steadier.
Pause typing for the opening and closing. These are the parts of the call where tone matters most.
Ten-minute drills
You can train this away from live calls.
Drill 1: Shadow a podcast. Play a spoken recording or a video. Type the key words only, not every word. After two minutes, write a three-line summary. This trains the listen-then-note habit.
Drill 2: Read and type. Read a short paragraph aloud. Type three key words while you read. Stop and say what you have typed. This builds the speaking-and-typing link.
Drill 3: Spell and type. Have a friend say a name, an address and a number. Repeat each back aloud while typing. Add a different name each time.
Drill 4: Role-play with notes. Play a short call with a partner or a practice tool. Take notes as you go. Afterwards, check that someone else could understand them. A voice practice tool with an AI customer works well because the customer keeps talking while you type. In DIRI AI you can run a practice call and then read the report for the moment to fix.
Common problems and fixes
- "I go silent when I type." Use a pacing line first: "Noting this down."
- "I miss what the customer says next." Do not type while they give key facts. Wait and write after.
- "My notes are too long." Aim for the three-line structure.
- "I lose track of what to say." Write a one-line next step before the call ends.
- "My typing is slow." Practise typing for ten minutes a day. Accuracy matters more than speed.
What your team lead can do
If you coach new hires, observe one call with the sound on and the screen visible. Many problems are not conversation problems. They are system navigation problems. A shorter path through the screens can save more time than any phrase.
When to ask for help
If you are still struggling after a few weeks, ask for feedback on both your calls and your notes. Request a mentor who types well to share their shortcuts. This skill is learned from other people's habits as much as from drills.
Related: Your first week on the phones, Call-centre new-hire practice plan, Call-centre QA scorecard template.
FAQ
Is it normal to find multitasking on calls hard?
Yes. Many new agents find it difficult at first. Practice and shortcuts make it easier.
Should I type while the customer is talking?
Only keywords. Wait for pauses to add detail.
What if I need quiet to find something?
Say so: "I'm looking that up now. It will take about thirty seconds." Then do it.
How can I improve my typing for calls?
Short daily practice, focus on accuracy first, and learn the shortcuts in your system.
Practise the whole call
DIRI AI is an AI phone-call practice tool with an AI customer that is clearly labelled as AI. You talk, you take notes and you read the report afterwards. See the pricing page for the plans.