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.