Effective Questioning for Call Handlers

Online Course

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Effective Questioning for Call Handlers
  1. What is the course about?
  2. Prerequisites & Facts
  3. Cost, Certificate & Degree
  4. Reviews & Experiences

What is the course about?

Effective Questioning for Call Handlers
The course Effective Questioning for Call Handlers is an online class provided by UEA (University of East Anglia) through Future Learn. It may be possible to receive a verified certification or use the course to prepare for a degree.

Improve how you or your company speaks to people on the phone to ensure good levels of service and in some situations safety.

Course description
  • Learn the importance of effective questioning for call handlers
  • 3 weeks
  • How an organisation handles phone calls can have a direct impact on its success – a badly handled call can mean limited information that might affect service delivery, customer satisfaction and even safety.
  • On this course you will learn to evaluate how call handlers ask questions over the phone. You will examine the consequences of asking questions in different ways and consider how this affects call outcomes. You will also examine the role of technology in call handler-caller communication and how software design can support service delivery over the telephone.
  • Explanation about the importance of studying conversations
  • Audio recordings of telephone calls from research that examined how nurses, using decision support software, asked patients questions over the phone
  • Video recordings of nurses using decision support software, synchronized with telephone calls
  • Video material that explains different types of questions and the influence of decision support software
  • Explain the importance of studying conversations
  • Describe different types of question-style for obtaining information from callers
  • Evaluate the consequences of how questions are asked for the kind of information gathered from callers
  • Identify the role of technology in shaping question-style in call handling interactions
  • This course is for any professional involved in delivering a service over the telephone, particularly any organisation that uses a computer software to support call handlers in managing calls.
  • UEA (University of East Anglia)
  • The University of East Anglia is an internationally renowned university providing top quality academic, social and cultural facilities to over 15,000 students from over 100 countries around the globe.
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Prerequisites & Facts

Effective Questioning for Call Handlers

Course Topic

Marketing, Pinterest Marketing, Social Media Marketing

University, College, Institution

UEA (University of East Anglia)

Course Skill Level

see course summary

Course Language

English

Place of class

Online, self-paced (see curriculum for more information)

Degree

Certificate

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Degree & Cost

Effective Questioning for Call Handlers

To obtain a verified certificate from Future Learn / UEA (University of East Anglia) you have to finish this course or the latest version of it, if there is a new edition. The class may be free of charge, but there could be some cost to receive a verified certificate or to access the learning materials. The specifics of the course may have been changed, please consult the provider to get the latest quotes and news.
UEA (University of East Anglia)
Effective Questioning for Call Handlers
provided by Future Learn
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Reviews

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Here you can find information, reviews and user experiences for the course “Effective Questioning for Call Handlers“. The provider of the course – “UEA (University of East Anglia)” – will be glad to answer any questions you may have about the class, click here to use the offical support channels. It would be great if you could share your experience of participating in the course – Your honest review will surely help others to choose the right class!
School: UEA (University of East Anglia)
Topic: Healthcare & Medicine

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