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UEA - Effective Questioning for Call Handlers 

  • Offered byFutureLearn

Effective Questioning for Call Handlers
 at 
FutureLearn 
Overview

Duration

3 weeks

Total fee

₹2,205

Mode of learning

Online

Official Website

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Credential

Certificate

Effective Questioning for Call Handlers
 at 
FutureLearn 
Highlights

  • Duration 3 weeks
  • Weekly study 3 hours
  • 100% online Learn at your own pace
Details Icon

Effective Questioning for Call Handlers
 at 
FutureLearn 
Course details

More 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.

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

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Effective Questioning for Call Handlers
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