Confident Call Control Techniques – 1 Day Workshop in Vancouver

Group Discounts:

• Save 10% when registering 3 or more participants
• Save 15% when registering 10 or more participants

About This Course

Duration: 1 Full Day (8 Hours)

Delivery Mode: Classroom (In-Person)

Language: English

Credits: 8 PDUs / Training Hours

Certification: Course Completion Certificate

Refreshments: Lunch, Snacks, and beverages will be provided during the session

Course Overview

The main focus of this one day tailored training program is to help call center agents reduce their AHT - Average call handling time by equipping them with the required call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more structured call flow resulting in a swift and professional answers and resolution of customer issues without compromising customer experience/customer satisfaction.

AHT is one of the most important operational metrics and an important indicator for any call center and a key input in scheduling and calculating required staffing. This program will help reduce agents' overall AHT by helping them optimize their call handling skills enhancing the overall contact center performance to ensure quality of customer service is not diminished but better yet improved.

Learning Objectives

By the end of this training course participants will be able to:

● Understand the importance of controlling each call with each customer.
● Follow a 3 step process to regain control of calls with angry and talkative callers.
● Explore 9 different techniques to control calls more effectively.
● Utilize the power of questions for better call control.

Who can Attend?

Call center customer service agents and support staff who wish to improve their control over calls and reduce average call handling time.

Why Choose This Course?

This program is ideal if you want to improve operational efficiency while maintaining high customer satisfaction. It equips you with structured call control strategies, questioning techniques, and practical tools to manage conversations confidently—even with challenging callers. By mastering these techniques, you can reduce average handling time, improve service consistency, and enhance overall contact center performance without compromising quality.

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Can this Call Control training be customized for our contact center?

Yes, we offer customized in-house Call Control programs tailored to your call center metrics, scripts, call flows, and performance challenges. The training can incorporate your real call recordings, quality standards, and operational KPIs to ensure maximum relevance and measurable improvement in AHT and customer satisfaction. Delivery format and focus areas can be aligned with your business objectives.

📧 Contact us today to schedule a customized in-house, face-to-face session: [email protected]

Info: ● Why is High AHT (Average Handling time) a problem?
● What is call control and why do calls go out of control?
● Are you an expert?
● Keeping callers focused on the issue.

Info: ● Importance of questions (Battleship activity).
● Effectively using open and closed questions to control calls.
● Types of questions to use.
● The call control process.

Info: ● Beginning the call and taking control – Clarifying the call's purpose.
● Creating opening questions & establishing call control.
● Following a pre-defined call structure.
● Using the caller’s name.
● Bridging – tactfully redirecting the conversation (4 step process).
● Doing your after call work during the call.

Info: ● Call control tips.
● Recorded calls critique session (5 actual good calls + 5 actual bad calls).
● Why are you calling? (Role play activity).

Know what’s Happening Next — before everyone else does.

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