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
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
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.