Effective Questioning for Call Handlers

Online Course

UEA (University of East Anglia)

Future Learn

Go to Future Learn

Start Learning

Effective Questioning for Call Handlers

What is the course about?
Prerequisites & Facts
Cost, Certificate & Degree
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.

Start Learning

Prerequisites & Facts

Effective Questioning for Call Handlers

Course Topic

Healthcare & Medicine

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

Start Learning

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

Start Learning