呼叫中心人员的高效问询

Effective Questioning for Call Handlers

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

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东英吉利大学
FutureLearn
  • 完成时间大约为 3
  • 初级
  • 英语
注:本课程由FutureLearn和Linkshare共同提供,因开课平台的各种因素变化,以上开课日期仅供参考

你将学到什么

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

课程概况

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.

课程大纲

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

面向人群

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.

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