Call Control StrategiesPolite and Easy Ways to Get Ramblers, Whiners and Storytellers to Cut to the

Chase

• Longer queues• Serve fewer customers• Increased costs• Customer dis satisfaction

Why lengthy calls are a problem

Call control is about delivering a great

customer experience in just the amount of

time it takes to resolve the issue.

Why Calls Get Out of Control1. Lack of product knowledge

2. Agent speaking too fast

3. Focusing on the next call

4. Lengthy hold times

5. Inability to handle difficult customers

Polite and Effective Ways to Gain Control of Calls: 10 Strategies

“Topic grab” approach

• “Grab” a topic your caller keeps coming back to and flip it into something productive.

• Your caller will feel you are listening.

• You will be in control of the call.

How to Get a Customer to Stop Screaming and Listen to You

Ask 3 (closed-ended)

questions back to back

Give a minimal response

Gain Control with “I Can” Statements

• “I can help you with that.”• “I can get that information

for you.”• “I’m glad you called

today.”• “I’ll be glad to check that

for you.”• “I’m glad you brought that

to my attention.”

Use the caller’s name

Go into “computer mode”

Broken record approach

Interject with a question

• “The first thing we need to do is…”• “I think I know exactly what has

happened here…”• “Real quick, I just need to get a

couple of things for you…”

Get as much information as you can as the customer talks

Use closing statements

• “Before we hang up….”• “One last thing…”• “Great. We’re just about done. The

last thing I need is…”

Quiz titleQuiz subtitle

In summary…• Excessive talk

times puts customer experience at risk

• You can control the length of the call

• Focus on politely getting the customer to cut to the chase

Reducing talk time

What delays talk time for

you?

Set your goal right now!

A 45-60 second reduction is absolutely doable.

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