Call Control

*Fees + VAT as applicable(including coffee breaks and a buffet lunch daily)

*EWT reserves the right to alter dates, content and venue.


The focus of this one-day training program is to help call centre agents reduce their Average Call Handling Time (AHT). AHT is one of the most important operational indicators for any contact centre. Specifically tailored to call centre agents, this program equips them with the necessary call control and questioning skills to effectively control each call more efficiently. Participants will learn how to steer conversations with customers tactfully towards a more structured call flow. This structured call flow enables call centre agents to provide answers quickly and resolve customer issues without compromising the customer experience or satisfaction. 

Delivery methods: 

  • Self-discovery and critique 
  • Group exploration and facilitator led discussions 
  • Practical exercises 
  • Best practice theory exploration

Course objectives 

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

  • Explain the importance of controlling each customer call. 
  • Follow a three-step process to regain control of calls with angry and talkative callers.
  • Explain nine different techniques to control calls more effectively.
  • Use the power of questions to better control calls. 

Target audience 

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



Course Outline

Module 1: Importance of Controlling Each Call

  • 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.

Module 2: Using the Power of Questions 

  • Importance of questions (Battleship activity) 
  • Effectively using open and closed questions to control calls
  • Types of questions to use o The call control process

Module 3: Call Control Techniques 

  •  Beginning the call and taking control – clarifying the call purpose. 
  • Creating an opening question and establishing call control 
  • Following a pre-defined call structure 
  • Using the caller’s name 
  • Bridging – tactfully redirecting the conversation (four step process) 
  • Doing your after-call work during the call

Module 4: Additional Call Control Tips and Skill Practice Activities: 

  • Call control tips 
  • Recorded calls critique session (five actual good calls and five actual bad calls)
  • Why are you calling? (Role play activity) 


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