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Program: Managing Challenging Callers

  • Teaches techniques to identify different types of challenging callers and how to effectively handle them
  • Provides practical tips for maximizing success
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals
605 learner ratings
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Program description

Handling challenging callers appropriately is an essential skill for any frontline agent. This self-paced e-learning program equips your agents with the ability to recognize different types of challenging callers and provides them with techniques to handle them calm and confidently. Not only will your agents be able to turn angry callers into happy customers, they will also learn how to decrease the average handle time and the average speed of answer while doing so.

Who should take this?

  • Newly hired telephone agents (as part of onboarding)
  • Agents that struggle 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 30 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 challenge of dealing with angry callers
    • Preview the overall course content
  2. What Would You Do? 07 min

    • You’ll participate in an example call that will enable you to determine your current skills when dealing with an angry customer
  3. Your Current Skills 11 min

    • Some communication techniques you already possess
    • Discover how they can be applied when dealing with angry customers
  4. Diffusing Anger 08 min

    • Explore the AVERT model that can be used to deal with angry customers
    • Discuss what to do when an angry customer uses personal abuse
  5. Influencing Behavior 09 min

    • Explore the basic principles of Emotional Intelligence
    • See how these can be applied to managing your emotional state and influencing the customer
  6. Course Assessment 15 min

    In this module, we'll test your knowledge of the key learning points from the course. To pass, you must answer at least 80% of the 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

Pricing options for Managing Challenging Callers

We offer bulk discounts for orders containing 5 or more seats for a program or bundle. Check our pricing options for Managing Challenging Callers below. If you apply for bulk pricing, please contact us to place your order.

1 - 4
$39.00 per seat
 
5 - 14
$33.15 per seat
15% off
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15 - 29
$27.30 per seat
30% off
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30 - 59
$23.40 per seat
40% off
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60 - 99
$19.50 per seat
50% off
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Ordering for 100 or more learners?

We offer custom discounts for larger orders. Please get in touch with us for a quote.

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