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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.

5,456 enrolled on this course

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Effective Questioning for Call Handlers

5,456 enrolled on this course

  • 3 weeks

  • 3 hours per week

  • Digital certificate when eligible

  • Introductory level

Find out more about how to join this course

Learn the importance of effective questioning for call handlers

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.

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Skip to 0 minutes and 4 seconds Many organizations deliver a service to customers, clients, patients or service users over the telephone. However 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. If we can work out the consequences of asking different types of questions then we might improve the performance of call handlers and the organization as a whole. On this course you’ll learn to evaluate how call handlers ask questions over the phone. We will examine the consequences of asking questions in different ways and consider how this affects call outcomes.

Skip to 0 minutes and 43 seconds You will also examine the role of Technology in call handler - caller communication and how software design can support service delivery over the telephone. This course will equip you with skills to make fundamental improvement how your organization delivers telephone calls. We hope you will join us.

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

When would you like to start?

Start straight away and join a global classroom of learners. If the course hasn’t started yet you’ll see the future date listed below.

  • Available now

Learning on this course

On every step of the course you can meet other learners, share your ideas and join in with active discussions in the comments.

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

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.

Who will you learn with?

Jamie works as Research Fellow in the School of Health Sciences at the University of East Anglia.
He specialises in qualitative methods for studying communication in institutional settings.

Who developed the course?

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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Ways to learn

Choose the best way to learn for you!

Subscribe & save

$27.99

For the first two months. Automatically renews

Develop skills to further your career

  • Access to this course
  • Access to 1,000+ courses
  • Learn at your own pace
  • Discuss your learning in comments
  • Tests to boost your learning
  • Digital certificate when you're eligible

Cancel for free anytime

Buy this course

$109/one-off payment

Fulfill your current learning need

  • Access to this course
  • Learn at your own pace
  • Discuss your learning in comments
  • Tests to boost your learning
  • Printed and digital certificate when you’re eligible

Limited access

Free

Sample the course materials

  • Access expires 9 Apr 2024

Find out more about certificates, Unlimited or buying a course (Upgrades)

T&Cs apply.

Learning on FutureLearn

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  • Courses are split into weeks, activities, and steps to help you keep track of your learning
  • Learn through a mix of bite-sized videos, long- and short-form articles, audio, and practical activities
  • Stay motivated by using the Progress page to keep track of your step completion and assessment scores

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  • Experience the power of social learning, and get inspired by an international network of learners
  • Share ideas with your peers and course educators on every step of the course
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  • Whenever you’re ready, mark each step as complete, you’re in control
  • Complete 90% of course steps and all of the assessments to earn your certificate

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