Quick Answer: How Can I Improve My Call Handling Skills?

What are the important call control techniques?

15 Damage Control Techniques For Call Center AgentsAllow customers to talk.

Allow angry customers to talk and express their feelings until they release their frustration and calm down.Show you care.

Use empathy statements to show you understand the customer’s feelings or frustrations.Use the correct tone.

Don’t smile, laugh or mock upset customers..

How do you handle a difficult phone call?

6 Steps to Dealing with a Difficult Caller in the Call CenterWork as quickly as possible. As they say, time is money. … Listen to the entire story first. When you do get a difficult caller on the phone, ask the customer how you can help them. … Apologize. After they’ve explained the problem, before anything else happens, apologize.

How do I lower my call handle time?

21 Top Tips for Reducing Average Handling Time (AHT)Automate simpler queries to reduce the general workload. … “Acknowledge, Answer, Ask” can make each call more efficient. … Cut down on after-call work (ACW) instead of customer talk time. … Aim to resolve every customer query on the first contact. … Wrap-up codes can drive up unproductive time.More items…•

How do you calculate AHT?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

What do you say to a rude customer?

Strategies for Handling Rude CustomersStay Calm, Don’t React. The first thing to do is to remain calm and not respond in kind. … Don’t Take It Personally. Chances are, your customer is angry about a bad product or service, and you’re just the unfortunate target for their frustration. … Listen and, If Appropriate, Apologize.

What should you not say to an angry customer?

Top 10 Things not to Say to Angry CustomersDon’t say, “Let me speak/transfer you to the manager.”Don’t say, “So what do you want me to do?” … Don’t say “It’s not my fault.” … Don’t say “According to our policy… … Don’t say, “The accounting department messed up.” … Don’t say “Calm down.” … Don’t say “Sorry, but… … Don’t say “Can you wait a moment?” … More items…•

How do you limit a conversation?

Keep interactions brief. Limit your interactions with them by keeping them as short as possible. The less time you are around them, the less time they have to engage you in conversation. Keep your responses to one or two words and don’t bring up topics that may prompt lengthy answers.

What is average handling time?

Average handle time (AHT) is a metric that’s commonly used as a key performance indicator (KPI) for call centers. It represents the average length of contact for a customer on a call. … Total talk time. Total hold time. Number of calls handled.

How do you control customer service calls?

Start the Service Call RightTake Every Opportunity to Keep the Conversation Focused on Finding and Implementing a Solution. … Make Sure To Keep Your End of the Conversation Brief and On Point. … Once the Problem, Solution, and Needed Actions are Determined, Wrap Up the Service Call.

How do you control a conversation?

Use these techniques to take control of an English conversationMake the purpose of the conversation clear and work towards it. … Speak slowly and clearly. … Use body language. … Listen carefully. … Be clear about what you do and don’t want to speak about.

How do I stop dominating a conversation?

Raise your awareness about the behaviors that are undermining your personal interactions and eliminate them one by one using these techniques:Be upfront about how you communicate. … Commit to the conversation. … Practice the pause. … Summarize what you heard, and ask questions. … Corral your thoughts. … Use visual cues.More items…•

How can I improve my conversation skills?

7 Ways to Improve Your Conversation SkillsTalk slowly. Typically, good talkers don’t rush into a conversation. … Hold more eye contact. Most people keep eye contact about 2/3 of the time or less when they talk. … Notice the details. … Give unique compliments. … Express your emotions. … Offer interesting insights. … Use the best words.

Why is AHT high?

Reasons For a High AHT Inexperienced customer service representatives. Lack of automation or no interactive voice response (IVR) system. Not taking time to review calls and processes. Ineffective call routing.

How do you calm down an angry customer?

Here are tips for coping with a tense situation and hopefully resolving it to everyone’s satisfaction:Remain calm. … Don’t take it personally. … Use your best listening skills. … Actively sympathize. … Apologize gracefully. … Find a solution. … Take a few minutes on your own.