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.

Want to develop your staff and shift your organisation from good to great CX? Isabella and her team can help you achieve all this and more.

Level 14, 330 Collins Street

Melbourne, VIC, 3000


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