Howdy Penny, what a nice opening line for me to find!
There will definitely be other voices out there who deal with call center stats on a daily basis and have responses that are more in tune with the points you are raising. But I will try to do you some good with my own brand of thinking cap while I look at this as a problem to solve with reasonable intelligence as my foundation--which may not be enough, ha ha.
It sounds like I see two types of things that slow you down. One is the running through the list of charges when you call up a record and coming to "this is how you are going to get to drive or not." The other type are specific topics that you don't feel versed in.
In the first one, running through the list on the screen: is there anything you can do to speed yourself up (I think I have asked this, but I have not circled back to our old posts), can you break the wording down, can you spell it out faster as you go through each one or are you being monitored for using the word-for-word kind of speech? You handle calls in a way that ensures a good rapport on a subject that is not exactly about winning free tickets to a rock concert, and that is a really good skill. Can you take that and build on it, and use phrases or vocal techniques that can take charge of the conversation more, so that you end up increasing speed? Call this your self-help "delivery" kit. This is where you can look for anything in your speech and the way your brain works to create a desired effect. (I have in the past studied myself--independently as well as through a seminar--and changed the way my body moves, used certain ways of moving, using my hands, using my eyes, my smile, my voice intonation, my voice level, where my head/eyes move.....in order to increase my effectiveness at talking to people face to face or to a group. If you have ever played a musical instrument, you will recognize this as learning to play an instrument with what you were born with, yourself. If no instruments, what about learning to drive a car? Make yourself the car. Good at ironing? Applying cosmetic make-up? Compare this to those things. You want to look at yourself with a microscope and see if there is ANYTHING you can find in YOURSELF that is already a solution. You just have to be the instrument you are playing.
In the other one, the specific topics: if you have not already done this, can you start a sheet (or sheets!) with specific questions from callers that you know darn well made you slow down because you were not armed with information. Can you list specific phrases (not necessarily used by callers but you know of them--just don't know how they fit in) and include those on this sheet. Then make another version of this sheet with your approach to the things you wrote down on the first one. In other words, on the first one, just list out everything with a dash next to it and a blank. On the second version, put what you think you are supposed to do or what you think the definition is. And leave blanks where you can't fill anything in. Then ask yourself if there is a person in your team that has intentions similar to yours (success at eliminating any cases where you are not armed with information and have not received training that would put these questions to rest). Is there a person? Who is it? Is it a coworker? Do they want to put a stop to the problem for the sake of success too? Or do they want to complain and add to worries? (Then don't choose them.) Is it the manager? Is it a trainer? If you ultimately have no one that you can work with to bang out these problems, then I can only say that you would have to present your boss with either the list that has a bunch of blanks OR the list that has some Penny thinking included after the dashes. This is your intention to succeed at attaining the targets our team is looking for and here are the places where you are going to eliminate obstacles to that, can you get some clarification on these things, was anything missed in training, was there change in job knowledge that did not make its way to you? You will want to make sure you are making this a construction step, no matter what you do.
Not sure how much that will help you, but if you gave those a try (sought ANYTHING you could possibly develop in your speaking manner, computer navigation etc for the charges; and sought and hopefully obtained answers to specific topics and phrases that need meat between the slices of bread to make a sandwich)......then you could take a look after about a month and see what your stats are looking like.
Now, it's going to depend on a positive outlook, and you are interested in arriving at a good outcome. You have been living with this topic for a while and it is significant to you. Ideally your management would be impressed with your demonstrated intentions of finding a way to increase your performance, and that you are a helpful resource in the larger picture of "change."
There is a phrase that comes from a religious context I have always liked and it is " the Lord helps those who helps themselves." Not trying to ask anyone to be religious or to look at the words in a religious way, but I find the phrase pretty interesting, just because it sounds so encouraging to me, it makes me feel confident. Being confident is the "point" that need to matter here. The other way of saying it is: "It can start with me." And something really important can happen after that.
Penny, what can you start? Try to go uphill a little bit more and see what you can do. Will check in on you :)