About this Event
Bring your team and save:
1. Groups of three or more receive a 10% discount
2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.
Duration: 1 Full Day (8 Hours)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs/Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, Snacks and beverages will be provided during the session
Course Overview:
The main focus of this one day tailored training program is to help call center agents reduce their AHT - Average call handling time by equipping them with the required call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more structured call flow resulting in a swift and professional answers and resolution of customer issues without compromising customer experience/customer satisfaction.
AHT is one of the most important operational metrics and an important indicator for any call center and a key input in scheduling and calculating required staffing. This program will help reduce agents' overall AHT by helping them optimize their call handling skills enhancing the overall contact center performance to ensure quality of customer service is not diminished but better yet improved.
Learning Objectives
By the end of this training program, participants will be able to:
- Understand the concept of call control and its impact on contact center performance.
- Explain the importance of Average Handling Time (AHT) and how it affects operational efficiency.
- Apply structured call control techniques to manage conversations effectively.
- Use open and closed questioning techniques to guide customer interactions.
- Maintain focus and direction during customer calls to prevent conversations from going off track.
- Implement a structured call flow to improve call handling efficiency.
Who can Attend?
Call center customer service agents and support staff who wish to improve their control over calls and reduce average call handling time.
Why is it Right Fit for You?
This program is ideal if you want to improve operational efficiency while maintaining high customer satisfaction. It equips you with structured call control strategies, questioning techniques, and practical tools to manage conversations confidently—even with challenging callers. By mastering these techniques, you can reduce average handling time, improve service consistency, and enhance overall contact center performance without compromising quality.
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Can this Call Control training be customized for our contact center?
Yes, we offer customized in-house Call Control programs tailored to your call center metrics, scripts, call flows, and performance challenges. The training can incorporate your real call recordings, quality standards, and operational KPIs to ensure maximum relevance and measurable improvement in AHT and customer satisfaction. Delivery format and focus areas can be aligned with your business objectives.
Contact us today to schedule a customized in-house, face-to-face session:
Agenda
Module 1: Importance of controlling each call
Info: ● Why is High AHT (Average Handling time) a problem?
● What is call control and why do calls go out of control?
● Are you an expert?
● Keeping callers focused on the issue.
Module 2: Using the power of questions:
Info: ● Importance of questions (Battleship activity).
● Effectively using open and closed questions to control calls.
● Types of questions to use.
● The call control process.
Module 3: Call control techniques:
Info: ● Beginning the call and taking control – Clarifying the call's purpose.
● Creating opening questions & establishing call control.
● Following a pre-defined call structure.
● Using the caller’s name.
● Bridging – tactfully redirecting the conversation (4 step process).
● Doing your after call work during the call.
Module 4: Additional call control tips and skill practice activities:
Info: ● Call control tips.
● Recorded calls critique session (5 actual good calls + 5 actual bad calls).
● Why are you calling? (Role play activity).
Event Venue & Nearby Stays
Regus Newcastle, NSW, Level 1, Suite 107, 17 Bolton Street, Newcastle, NSW 2300, Australia
AUD 619.67 to AUD 794.39
