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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10 Ways to Speed up Complaint Handling
Is Reducing Average Handling Time (AHT) a Good Idea?
Technology Toolkit – Phone Calls Following Email Queries
31 More Tips for Reducing Average Handling Time (AHT)
Why reducing call duration may be missing the point!
How to Deal with Long Queues in the Contact Centre
The Best Ways to Improve First Contact Resolution
What Makes a Good Call
8 ways that unified communications can improve the contact centre
Five tips for reducing the strain of repeat calls
Can a Unified Desktop Improve Agent Productivity?
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Training Cheat Sheet – Emotional Intelligence
A notebook and pen - training cheat sheet for handling difficult customers
Training Cheat Sheet – Handling Difficult Customers
Top Tips for Dealing with Customer Complaints in Call Centres
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10 Tips to Improve Call-Handling Performance
Call blending
callback note
Managing Call-Backs in the Call Centre
Bouncebackability – How to motivate agents when call volumes are high
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Handling Difficult Customers
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What Level of Security Questions Need to Be Asked?
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Handling Customer Complaints – Why You Need to Say Sorry
Person talking on phone - runaway talker concept
Call Control Techniques: Controlling a Runaway Talker on the Telephone
Everything You Need to Know About Call Back Technology
 
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