Call Control Techniques: The Overall Picture

Ensure your contact centre staff have the skills to manage calls successfully

As a leader, do you find yourself asking the following questions:

How can I help our people communicate with customers more effectively?
How can I make sure our people know how to handle calls as efficiently as possible?

This one-day workshop provides practical skills for contact centre staff. The course covers the following key concepts:

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
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.

The program brings to life key themes in Isabella’s book ‘Good to Great CX’ and provides your team with the confidence and knowledge to provide a great employee experience (EX) and customer experience (CX).