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University of East Anglia

Effective Questioning for Call Handlers

University of East Anglia via FutureLearn


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.

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.


  • The importance of studying conversations
    • Introduction to the course
    • Call handling
    • End of week activities
  • Studying questions in professional call handler interactions
    • Introduction to Week 2
    • Questioning
    • End of week activities
  • Using technology to communicate over the phone
    • Introduction to Week 3
    • Use of technology
    • End of course activities

Taught by

Jamie Murdoch


4.5 rating at FutureLearn based on 13 ratings

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