UEA - Effective Questioning for Call Handlers

Offered byFutureLearn

Effective Questioning for Call Handlers
at
FutureLearn
Overview

Improve how you or your company speaks to people on the phone to ensure good levels of service and in some situations safety

Duration	3 weeks
Total fee	₹4,450
Mode of learning	Online
Difficulty level	Beginner
Official Website	Go to Website
Credential	Certificate

Effective Questioning for Call Handlers
at
FutureLearn
Highlights

Earn a certificate from UEA (University of East Anglia)

Effective Questioning for Call Handlers
at
FutureLearn
Course details

Who should do this course?

This course is for any professional involved in delivering a service over the telephone, particularly any organisation that uses a computer software to support call handlers in managing calls

What are the course deliverables?

Explain the importance of studying conversations

Describe different types of question-style for obtaining information from callers

Evaluate the consequences of how questions are asked for the kind of information gathered from callers

Identify the role of technology in shaping question-style in call handling interactions

More about this course

In 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.
Paid certification course

Effective Questioning for Call Handlers
at
FutureLearn
Curriculum

The importance of studying conversations

Introduction to the course

Call handling

End of week activities

Studying questions in professional call handler interactions

Introduction to Week 2

Questioning

End of week activities

Using technology to communicate over the phone

Introduction to Week 3

Use of technology

End of course activities

Effective Questioning for Call Handlers
at
FutureLearn
Faculty details

Jamie Murdoch

Jamie works as Research Fellow in the School of Health Sciences at the University of East Anglia. He specialises in qualitative methods for studying communication in institutional settings.