Articles - Call Handling

Call handling is at the core of great contact centre performance. This collection of expert insights, training techniques, and practical examples explores how to manage customer calls efficiently while maintaining empathy, professionalism, and clarity. Learn how to greet customers, guide conversations, and close interactions effectively, creating a positive experience from start to finish. The resources also include advice on reducing call handling time, improving first contact resolution, and coaching advisors to stay calm and confident under pressure.

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Video Image: Improving Abandon Rate - From Wait Time to Win Time
Improving Abandon Rate – From Wait Time to Win Time
Video Image: Tips to Improve Call Abandonment Rates
Tips to Improve Call Abandonment Rates
Video Image: Reducing Abandoned Calls by Understanding Why
Reducing Abandoned Calls by Understanding Why
Video Image: 4 Ways Purpose-Built AI Is Transforming CX
4 Ways Purpose-Built AI Is Transforming CX
Person and clock - embracing talk time concept
Why You Should Embrace the Complexity of Longer Talk Time
Video Image: How to Get Calls to the Right Agent, First Time
How to Get Calls to the Right Agent, First Time
Video Image: 4 Steps to Train Agents to Handle Urgent Customer Queries
4 Steps to Train Agents to Handle Urgent Customer Queries
15 Proven Tactics to Reduce Abandon Rate
How to practice PATIENCE on white card lying on notepad
How to Practice Patience in Customer Service
24 hours 7 days concept with red clock and handset
Top Tips for Running a Great 24/7 Contact Centre Operation
The Worst Examples of Saying “Sorry” to Customers
Video Image: Ways to Reduce and Improve Call Transfers
Ways to Reduce and Improve Call Transfers
Person throwing arrow at target - getting it right first time concept
Top Tactics to Improve First Contact Resolution (FCR)
A tired businessman stands turned away from a red retro phone
10 Essential Techniques to Handle an Angry Customer
Angry person shouting down phone
How to Deal With Angry Customers
Man sat at a table with a phone on it looking sad
Understanding Call Avoidance in Contact Centres
Pattern of telephones
10 Ways to Reduce Repeat Calls in Your Contact Centre
Writing positive scripting concept with a notepad and words
Positive Scripting Examples for Better Customer Conversations
Routing concept with icons and map points and path
Enhance FCR With Smart Routing
A person making an obnoxious gesture
How to Deal With the “Know-It-All” Customer
Cross-Selling concept. Text on white paper on black background. and multi-coloured buttons and crumpled paper
Kick-Start Cross-Selling in Your Contact Centre
Urgent contact concept with red speech bubble with stopwatch and booster
How to Prioritize Urgent Queries
Hand holding a clock and hand with phone, with a speech bubble and checklist - out of hours concept
Out of Hours Service – Who’s Doing It Best?
Dont Worry crossed out on notepad - alternatives to don't worry
Alternatives to Saying “Don’t Worry” to Customers
 
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