Learn the importance of effective questioning for call handlers
How an organisation handles phone calls can have a direct impact on its success – a badly handled call can mean limited information that might affect service delivery, customer satisfaction and even safety.
On this course you will learn to evaluate how call handlers ask questions over the phone. You will examine the consequences of asking questions in different ways and consider how this affects call outcomes. You will also examine the role of technology in call handler-caller communication and how software design can support service delivery over the telephone.
When would you like to start?
Start straight away and learn at your own pace. If the course hasn’t started yet you’ll see the future date listed below.
Who is the course for?
This course is for any professional involved in delivering a service over the telephone, particularly any organisation that uses a computer software to support call handlers in managing calls.
Who developed the course?
UEA (University of East Anglia)
The University of East Anglia is an internationally renowned university providing top quality academic, social and cultural facilities to over 15,000 students from over 100 countries around the globe.