Call Control Techniques: Overall Picture

Ensure your team has skills to manage phone calls successfully 


What client questions will it answer?

  • How staff communicate with customer more effectively?

  • How can my staff know how to handle their calls as efficiently as possible?


Who will benefit from it?

  • 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:

  • Effective communication. 

  • Active listening, building rapport and asking questions. 

  • Managing calls successfully - what good looks like.

  • Call control techniques. 

  • 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 understanding customer needs. 

  • Mastering aggressive conversations. 

  • 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.