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How to take control of the Call

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If you work in a call center, you know the emphasis placed upon maintaining call control. This enables each representative to more quickly meet each customer’s needs and keep average handle time to a minimum, meaning the company will collectively handle many more calls. Taking control means taking the lead in the conversation so the customer will not stray and prolong your call.

Stay on the subject. If the caller asks how your day is going, answer as briefly as possible, then ask a question related to the caller’s issue.

Pose close-ended questions as much as possible, not open-ended, presenting concrete choices. For example, do not ask what time is best to send over a repairman. Instead, give two available hours and ask which one the customer prefers.

Provide an overview of how you will address the issue so the caller knows what to expect. This will negate several questions otherwise bound to arise. For example, a travel agent should tell the caller he will first book the flight, then handle car rental, then hotel. Thus, the caller will not interrupt with questions about what you will next do.

State you will do a recap at the end of the call and answer further questions. This will also stem interruptions.


Practice on your friends, family members and coworkers.

Do not get discouraged if you get someone who simply has to dominate. Do not let it bother you because it happens even to the best representatives. Take solace that all your call times are averaged and it is on that collective sum that you are judged, not on any single call.

You do not have to put up with an extremely irate caller or one resorting to profanity. Speak to your supervisor on the procedure for handling this type of call.


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