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).

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+61 407 889 987

© Isabella Villani 

    Australia