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.

Previous
Next
RECENT
POPULAR
A person making an obnoxious gesture
How to Deal With the “Know-It-All” Customer
Two people with a can phone on an orange background
Coaching Talkative Advisors to Provide Better Customer Service
An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
The Difference Between Measuring Repeat Contacts and First Contact Resolution
concept of trust word on wooden cubes
Lessons From the Frontline: How to Build Customer Trust
A picture of an anxious person staring at their phone
Top Tips for Dealing With Anxious Customers
FFF feel felt found technique - words FFF feel felt found on white note
A Quick Guide to the Feel, Felt, Found Approach
A photo of a difficult customer
Handling Difficult Customers
reduce clock time
How to Reduce Average Handling Time (AHT)
Phone and down arrow - drive down repeat contacts concept
Seeing Double? 10 Ways to Drive Down Repeat Contacts
Young customer support executive working in modern office.
Handling Sales Objections Over The Telephone
button start
15 Speed Tips for Reducing Repeat Contacts
21 Ways to Improve Complaints Handling in Your Contact Centre
How to Bring Down Your Call-Abandon Rates
Person talking on phone - runaway talker concept
Call Control Techniques: Controlling a Runaway Talker on the Telephone
Time to call concept with person and phones
When is the Best Time to Ring A Call Centre?
An image of two heads shaped out of trees with puzzle markings in the leaves
The Art of Conversation in Customer Service
A photo of a call centre agent pointing at the screen
How to Set the Right Expectations on a Call
How to Deal with Long Queues in the Contact Centre
What is a Wrap-Up Code?
What Makes a Good Call
Blurred contact centre employees at desks
Need to Reduce Call Transfers? Try These Approaches
Writing positive scripting concept with a notepad and words
Positive Scripting Examples for Better Customer Conversations
Top view image of open notebook with blank pages and coffee cup on wooden background
Cheat Sheet – Customer Service Apology Statements
What is a Spike in Call Volumes?
 
Previous
Next