Effective Questioning for Call Handlers – Online Course

Who is the course for?

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.

What topics will you cover?

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

What will you achieve?

By the end of the course, you‘ll be able to…

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