
Call Control Techniques: The Overall Picture
Ensure your contact centre staff have the skills to manage calls successfully
What client questions will it answer?
-
How can I help my staff communicate with customers more effectively?
-
How can I make sure my staff know how to handle their calls as efficiently as possible?
Who will benefit from it?
-
Contact centre front line staff
What is the format?
-
One-day workshop
This one-day workshop provides practical skills for contact centre staff. The course covers the following topics:
-
Effective Communications
-
Barriers to effective communication
-
Active listening, building rapport and asking questions
-
-
Managing calls successfully – what good looks like
-
Focused call control
-
Call Control Basics
-
Confident Vocal Techniques – Power through what you say
-
Actively Listening
-
Expressing empathy
-
-
Understanding call resolution boundaries and solving problems
-
Typical types of customer contact and potential customer needs
-
Mastering aggressive conversations
-
How to resolve a query
-
Resources available to help find the answer
-
As a result of this course, attendees will have an enhanced understanding of how to manage customer enquiries politely, efficiently and effectively.