Call Handling Training to help handle challenging and emotive calls

    Conflict, communication and behavioural issues can occur on the phone just as much as they do in person. And, due to Coronavirus, many staff are finding themselves having to handle emotive calls at home, away from their support network and the guidance of their wider team, or with reduced teams and resources.

    Protecting staff wellbeing and developing call handling skills

    More people are using remote telephone and online support services during COVID-19 restrictions, but as a result of longer hold times, more volatile personal circumstances and internet issues, customer frustrations have also increased.

    As a result, staff are often having to deal with highly charged calls whilst working from their own home. This brings new dynamics and potential anxieties over health and safety, as the boundaries between work and the personal space of home become blurred.

    Maybo’s Call Handling Training, delivered via Zoom, provides positive communication strategies for your staff so that they can recognise and mitigate against potential flashpoints in order to promote professional and respectful approaches in handling difficult calls.

    The five-hour online training course teaches call handlers how to positively engage with service users the moment they pick up the phone. This is key to preventing conflict, providing a positive impression and reducing tension – it really is a case of not just what we say, but the way we say it!

    Our Call Handling Training brings the following benefits:

    Protects staff wellbeing and develops their skills

    Advance employee skills and confidence handling emotive calls whether at home or in the office

    Delivers high quality professional customer care

    Promote high standards of customer experience on even the most testing calls

    Meets employer duty of care requirements

    Meet your duty of care to staff and customers

    Builds a confident workforce

    Prove the expertise of your team through certified training provision

    Read our top strategies for handling challenging and emotive calls

    We have put together a useful guide that aims to provide staff with call handling strategies that will help them to manage and reduce conflict when talking to customers on the phone.

    Read the free access guide

    Contact