In the Driver's Seat

It is very important that the agent has control over each and every single call that he/she handles. This is possible only when he/she has in-depth product knowledge and excellent communication skills. When you are in control, you sound professional and project an image of competence. You sound calm, friendly and under no stress. This in turn gives the customer confidence, and that you will resolve the issue on hand.

If the agent is not in control of the call, it is only natural that the customer takes over. This will only create confusion and frustration. In order to avoid this, we need to understand what call control is, and how to control a call.


What is call-control?

When you are in control, you direct the flow of conversation. You decide what the next step is going to be. To be in control, you do not have to be aggressive. In fact if you become aggressive, you lose control of the call, because no customer will want to co-operate with an aggressive Agent.


General tips to control a call

Sound enthusiastic and confident from the start of the call

Listen carefully so that the customer doesn’t have to repeat himself over and over again. The customer will lose confidence in you if he/she is made to repeat.

Be empathetic in your response, when the customer states the issue & the inconvenience faced by him/her. It always helps to understand the customer’s state of mind.

Be friendly and courteous.

Never assume anything. Always ask questions to be sure of the situation.

Resolve the issue logically and systematically

After understanding the issue, assure the customer that you will make sure his/her problem is resolved.


Areas of call control and how to go about it

Call flow - Controlling a call starts with understanding the flowchart of a call. The flowcharts of most inbound tech calls are similar, with very few variations. The call starts with the call opening and proceeds through collecting information, listening to the issue, paraphrasing, asking probing questions, resolving and call ending. An agent should know the flowchart of his call thoroughly and should follow it. In case the customer is impatient and doesn’t want to go through the second stage of collecting information, go ahead and listen to the problem and resolve it. But always try to get all information before closing the call.