Call Control Techniques: Overall Picture
Ensure your team has skills to manage phone calls successfully
What client questions will it answer?
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How staff communicate with customer more effectively?
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How can my staff know how to handle their calls as efficiently as possible?
Who will benefit from it?
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Staff who interact with internal and external customers over the phone.
Format and Topics
This one-day workshop provides practical skills for contact centre staff. The course covers the following topics:
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Effective communication.
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Active listening, building rapport and asking questions.
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Managing calls successfully - what good looks like.
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Call control techniques.
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Confident Vocal Techniques - power through what you say.
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Actively Listening.
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Expressing empathy.
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Understanding call resolution boundaries and solving problems.
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Typical types of customer contact and understanding customer needs.
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Mastering aggressive conversations.
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Leveraging resources available to help find the answer.
As a result of this course, attendees will have an enhanced understanding of how to manage customer enquires efficiently and effectively.