Slow down,

In a Metrics-Obsessed Managerial Environment (MOME), "call times" are one of the most commonly used metrics.  If you're in a call center environment, it may the only metric, or paired with "number of calls taken". Consequently, your first instinct upon taking a call is to Get This Person Off The Phone ASAP.  And for most of us, we figure the fastest way to get someone off the phone is to communicate with them as quickly as possible.

Unfortunately, talking as quickly as possible about technical issues which the person you're talking to may not understand is a sure way to make your call last at least twice as long as it needs to. 

If you're willing to slow down and take the time to talk (and listen to) your customer, you'll be suprised how quickly you can, in fact, Get This Person Off The Phone.

There's also the advantage that if you can actually solve this person's issue, they won't be calling you back.