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Managing challenging Call Centre calls

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  • Half Day
  • Workshop
  • Employees
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Description

Call centre employees must often deal with unique and emotionally challenging circumstances on a day-to-day basis. Frequently, these representatives find themselves communicating with clients who are emotionally distressed. This workshop will offer participants the opportunity to discuss practical scenarios, learn important self-care tips, as well as take away strategies for communicating with confidence, even in difficult situations.

Structure

Workshops go beyond awareness, and allow participants to practice and engage with the topic. Facilitated in small groups, participants can expect learning activities like small-group discussion, breakout rooms, role-play, scenario-based learning – as well as more standard elements like Q&A, polling and chat functionality.

Availability

All of our Learning programmes are available in English and French. Local languages may be available for an additional fee.

Objectives

At the end of this workshop, participants will be able to do the following:

  • Use communication skills to respond to difficult call centre situations.
  • Understand what constitutes difficult, aggressive, or hostile behaviour and emotionally charged responses.
  • Comprehend how their actions can contribute to the escalation of a difficult situation.
  • Diffuse difficult or higher risk situations.

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