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Program: Managing Challenging Callers

  • Teaches techniques to handle different types of challenging callers
  • Provides practical tips for maximizing success
  • Excellent for both onboarding and ongoing training
  • Engaging self-paced e-learning
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Program description

They can be the stuff of nightmares, but challenging callers are a reality for many frontline agents. From the shy and confused, to the impatient and angry, callers come in many different forms. The ability to manage a challenging call with calm and confidence is a skill that every agent must possess.

Who should take this?

  • Newly hired telephone agents (as part of onboarding)
  • Agents that have difficulty with challenging callers
  • Supervisors or coaches that manage telephone agents

Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Program contains 1 h 33 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Types of Challenging Callers

Be ready for any customer every time

Types of Challenging Callers

This course will teach agents how to recognize the key characteristics of challenging caller types. Agents will also learn how to significantly reduce their Average Handle Time and Average Speed of Answer statistics by applying established call handling techniques presented in this course.

Agents will learn to:

  • How to balance good customer service with the length of the call, while considering the caller’s requirements.
  • Established techniques to handle confused and emotional callers, to arrive at a satisfactory call conclusion.
  • How to identify the difference between angry callers and those who are impatient and just want to move the call along quickly.
  • To identify the two key types of complaining callers and how to deal with both situations efficiently.
  • 7 modules
  • 45 min

Included modules and learning aims:

  1. Introduction 04 min

    • Describe the various types of challenging callers you may encounter in your daily contact center conversations
    • Preview the overall course content
  2. Talkative Callers 08 min

    • How to identify a talkative caller
    • Techniques to deal with non-essential conversation
  3. Confused Callers 03 min

    • How to handle situations where a caller is confused about an issue
    • The best steps to take to resolve the confusion and help you arrive at a satisfactory call conclusion
  4. Impatient Callers 08 min

    • How to identify the difference between callers who are angry and those who are impatient, and just want to move the call along quickly
  5. Emotional Callers 08 min

    • Identify reasons why callers are emotional
    • Explore best techniques for calming the situation and arriving at a satisfactory resolution
  6. Complaining Callers 07 min

    • Discover the two types of complaining callers
    • Identify techniques can be used to deal with them
  7. Course Assessment 07 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

2. Handling Hostility

Take control of hostile call scenarios

Handling Hostility

Dealing with an angry, aggressive customer can be a daunting experience for any agent. The Handling Hostility course focuses on the angry customer and key reasons for their frustration. Agents will benefit from an interactive e-learning experience that develops the essential skills required to handle hostile and personally abusive callers efficiently.

Agents will learn to:

  • Understand the challenge of dealing with angry customers.
  • Explore the basic principles of Emotional Intelligence and how these can be applied when managing their emotional state and influencing the caller.
  • Apply their current communication skills to situations involving angry customers.
  • Utilize the AVERT model when dealing with angry customers.
  • Apply established techniques when confronted with personal abuse from an angry caller.
  • 6 modules
  • 48 min

Included modules and learning aims:

  1. Introduction 04 min

    • Describe the various types of challenging callers you may encounter in your daily contact center conversations
    • Preview the overall course content
  2. Talkative Callers 08 min

    • How to identify a talkative caller
    • Techniques to deal with non-essential conversation
  3. Confused Callers 03 min

    • How to handle situations where a caller is confused about an issue
    • The best steps to take to resolve the confusion and help you arrive at a satisfactory call conclusion
  4. Impatient Callers 08 min

    • How to identify the difference between callers who are angry and those who are impatient, and just want to move the call along quickly
  5. Emotional Callers 08 min

    • Identify reasons why callers are emotional
    • Explore best techniques for calming the situation and arriving at a satisfactory resolution
  6. Complaining Callers 07 min

    • Discover the two types of complaining callers
    • Identify techniques can be used to deal with them
  7. Course Assessment 07 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

Mastery Certification: Managing Challenging Callers

After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

10 questions 10 min

Mastery Certification: Managing Challenging Callers

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.