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How is that possible to have an average call time of 26 seconds?! 
It takes the average customer at least 2 minutes to describe the issue going on, and that is if the customer has a brain. The clueless ones will take a good 5 minutes or so blathering on trying but failing to describe the problem while I attempt to figure out what they're getting at.
Then once I know the problem I explain the solution to this. This doesn't take much time, but I have to repeat it several times because invariably the customer isn't listening, has no way to take notes, and has the attention span of a goldfish.
It takes the average customer at least 2 minutes to describe the issue going on, and that is if the customer has a brain. The clueless ones will take a good 5 minutes or so blathering on trying but failing to describe the problem while I attempt to figure out what they're getting at.
Then once I know the problem I explain the solution to this. This doesn't take much time, but I have to repeat it several times because invariably the customer isn't listening, has no way to take notes, and has the attention span of a goldfish.
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