I think putting a typing test & accuracy test on the intranet will help improve a lot of mistakes and errors made on customer message tickets by new and sometime senior operators this help improve their typing skills also.This way the operators can learn to listen and type at the same time without writing down on paper and going back entering information .Also when new and difficult accounts starts  my suggestion will be to have each and every employee that's not comfortable with this account role play with the trainer off the callcenter floor and in the training office.

great idea! typing test are really helpful. if you go to google and type in "typing test" it automatically directs you to several sites that offer free typing tests if you are interested.

I think putting a typing test & accuracy test on the intranet will help improve a lot of mistakes and errors made on customer message tickets by new and sometime senior operators this help improve their typing skills also.This way the operators can learn to listen and type at the same time without writing down on paper and going back entering information .Also when new and difficult accounts starts  my suggestion will be to have each and every employee that's not comfortable with this account role play with the trainer off the callcenter floor and in the training office.

great idea! typing test are really helpful. if you go to google and type in "typing test" it automatically directs you to several sites that offer free typing tests if you are interested.