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.

They can be the stuff of nightmares, but challenging callers are a reality for many frontline agents.... Read more

managing-challenging-callers.png

Certification 2 courses 1 h 33 min

The following courses are included:

  1. 1. Types of Challenging Callers
  2. 2. Handling Hostility
  3. Certification

1. Types of Challenging Callers

Be ready for any customer every time

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.
1. Types of Challenging Callers
  • 7 modules
  • 45 min

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