A call center employee should be able to establish a concise dialogue with the customer to lay out prominent marketing and sales. Thus, the customer's needs can be understood in the shortest time and most straightforward way, and the solution phase can be passed quickly. The faster this process progresses, the quicker the waiting time for another customer on the line. Although we tell it this way in theory, things may not work that way in real life.
Customers may be too obscure, too indecisive, or too hasty, or even angry. In this case, they may not be able to ask their questions clearly. Asking an angry customer to repeat an inquiry would not be a good option, so the call center worker should think deeply to understand the other person's problem.