Call Handling Skills

Good call handling skills really make a difference to your customers and therefore your business.
Your contact centre, call centre, depot or branch, represents the personality of your company.

First impressions count The inbound call is often the customer’s first point of contact with your business. The opportunities – and risks – in that inbound call are substantial.

Good call handling is a good conversation, and conversations with customers are important. After all conversations improve relationships, and relationships strengthen business.

Good call handling

* increases order values

* improves cashflow by accurate order taking

* controls the call effectively to manage call length and call volumes

* minimises call backs

* help you helps achieve sales targets

* protects price and profits

* ensures that the call is managed well when items are not in stock

* retains customers when things haven’t gone to plan

* deals with difficult customers or situations

* reinforces your brand values and brand experience

* puts things right when things go wrong

We know because we've helped our clients achieve real results in all of these areas.

Resource Centre

First impressions in inbound and outbound call handling

NEW Request our free paper of dealing with angry customers
We know that a lot of what is taught about dealing with angry customers actually provokes an angrier response. Staying Calm can trigger Phone Rage. If some of your people get more than their fair share of angry customers, read this paper for some ways to help them.

Article on inbound call handling and customer retention, published in call centre focus magazine

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How we can help you

Call handling skills training

Call Centre Training

Customer service by phone

Dealing with angry customers training

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