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Call Control

A practical Business Nous course in the Sell More track.

9 sessions49 lessons2 hours of study Written lessonsWorkbook includedCertificate

What you'll learn

  • Importance of Controlling Each Call
  • Using The Power of Questions
  • Call Control Techniques
  • Additional call control tips and skill practice activities

Course content

9 sessions · 49 lessons · ~2 hours · first 2 lessons free

▶Importance of Controlling Each Call4 lessons
  • ▶What this module coversFree2 min
  • ▶Activity: Pass the blocks / Straw race – Optional Ice breaker (15 Minutes)Free4 min
  • ▶Activity: Why calls go out of control? (20 Minutes)8 min
  • ▶Activity: Reverse Brainstorming – How can we make calls longer? (15 Minutes)2 min
▶Using The Power of Questions8 lessons
  • ▶Controlling a Conversation2 min
  • ▶Activity: Controlling a Conversation (5 Minutes)2 min
  • ▶Elite Customer Experience Awards 20133 min
  • ▶Importance of Questions Exercise – Battleship (30 Minutes)2 min
  • ▶Open and Closed Questions5 min
  • ▶Different types of questions2 min
  • ▶Activity – The name game5 min
  • ▶Wrap up for module 22 min
▶Call Control Techniques7 lessons
  • ▶Technique 1: Set a timeframe6 min
  • ▶Activity: 3 closed questions (15 Minutes)2 min
  • ▶Technique 3: Fact sheet technique2 min
  • ▶Technique 5: Bridging2 min
  • ▶Technique 6: Point to the issue2 min
  • ▶Technique 8: Ask closed ended questions2 min
  • ▶Technique 9: Use Closing Language2 min
▶Additional call control tips and skill practice activities:5 lessons
  • ▶Welcome everyone back to the final wrap up module where we will get to practice the techniques we learned by both listening to actual calls and do some role plays, but before getting into the skill practice, we will go through a few crucial best practice tips that all professional call center agents learned to master a long time ago.2 min
  • ▶Create an opening closed question2 min
  • ▶Always sign post when giving information2 min
  • ▶Recorded calls – Actual calls by participants and their colleagues – (60 Minutes)2 min
  • ▶Skill Practice Role Plays (60 Minutes)2 min
▶Part 51 lesson
  • ▶Overview2 min
▶Module 12 lessons
  • ▶The Importance of Controlling Each Call2 min
  • ▶Are you an Expert?2 min
▶Module 211 lessons
  • ▶Using the Power of Questions2 min
  • ▶Customer: How can I make a payment on my bill?2 min
  • ▶What questions do?2 min
  • ▶Usually start with words such as How? What? Where? When? Why?2 min
  • ▶Closed Questions2 min
  • ▶Activity: Open Vs closed questions2 min
  • ▶Fact Finding Questions2 min
  • ▶Clarifying Questions2 min
  • ▶Developmental Questions2 min
  • ▶Testing Questions2 min
  • ▶Leading Questions2 min
▶Module 37 lessons
  • ▶Call Control Techniques2 min
  • ▶Set a timeframe2 min
  • ▶Some examples2 min
  • ▶Examples2 min
  • ▶Step 3: Redirecting the conversation2 min
  • ▶Interject with a question when the customer catches their breath2 min
  • ▶For example2 min
▶Module 44 lessons
  • ▶Additional Call control tips and skill practice activities2 min
  • ▶Best practice tips for better call control2 min
  • ▶Create a call structure2 min
  • ▶Personal Action plan2 min

About this course

A practical Business Nous course in the Sell More track.

Every lesson is written out in full — this is the complete course, not a summary. You read it, watch the narrated video, and do the exercise against your own business. The workbook is yours to download, print and keep. Finish the lessons and you earn a Business Nous certificate.

Who it's for

Small business owners, managers and ambitious employees who want practical know-how rather than academic theory. No prior study is needed — start where you are and work at your own pace.

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