This document provides guidance on effective call control strategies to improve call metrics and customer satisfaction. It outlines key elements of call control including maintaining a positive attitude, confident greeting, focus, and avoiding trigger words. Specific tips are given for each element like using team building words, setting expectations, showing empathy, and staying engaged with the customer. The document also covers how to handle difficult customers, determine resolutions, and summarize actions taken to maintain control of the call.
This document provides guidance on effective call control strategies to improve call metrics and customer satisfaction. It outlines key elements of call control including maintaining a posit…