How to Keep a Call Moving

When you get the talker, how can you keep a call moving to be efficient and effective?!

You get on the phone and there you have it — the talker!

Now, they aren't talking about insurance; they are talking about anything and everything other than insurance. You may know more about them than you do your own family. 

What do you do? You have a pile of work, and as interesting as their latest colonoscopy is, time is not on your side. 

Sound familiar? You aren't alone! 

Here are a few tips for you:

  1. If you are calling a talker, start the call with, "I don't want to keep you, but I just needed..." This helps set the stage.
  2. When a talker gets going, help frame the call with, "I just need a few details, and I have a 2pm appointment." (Even if you don't have one, you have one with your activities!)
  3. When you see an opportunity to end the call, say, "Well, sounds good." The finality of the call is apparent. 
  4. If the caller is going off on a tangent, simply say, "Is that why you are calling today?" Or transition into, "I'm calling to go over your..."
  5. Make sure you are using closed-ended sentences that can help move the call along. For instance, if a caller asks,"What are you doing this weekend?" say, "It's going to be a beautiful weekend."
  6. When you feel the caller running away with the conversation, say, "Is there anything else I can assist you with today?"


If this is a renewal call, you can also insert, "I only have 3 more questions for you" and start asking them. You will need to take control of the call, and you may feel like you are being rude, but remember you are guiding and controlling the call!