Effective Questioning for Call Handlers

Effective Questioning for Call Handlers

Course provided by FutureLearn

Summary overview

  • Online anytime

  • 9 hours study time

  • Cross-sector

  • Free

  • NA

  • Level NA

About this course

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. Free to register. Fee to certificate.

Learning outcomes

  1. Explain the importance of studying conversations.
  2. Describe different types of question-style for obtaining information from callers.
  3. Evaluate the consequences of how questions are asked for the kind of information gathered from callers.
  4. Identify the role of technology in shaping question-style in call-handling interactions.