How to Maintain a Caller's Focus

Maintaining a caller's focus helps to increase workplace productivity.

If you work for a telephone calling center, chances are you have to handle a high volume of calls every day. As a telephone operator, it is important to handle each call as quickly as possible, so you can move on to the next caller. Faster call handling means customers don't have to wait on hold for as long. A major obstacle to fast call processing is that callers sometimes lose focus of the reason for their call. Frustrations and a need to feel important are common reasons for sidetracking. You can help the caller to maintain focus with his call.

Instructions

1. Speak with a friendly, welcoming voice that will encourage the caller to speak calmly during her call. If a caller senses irritability in your voice, she is likely to become irritated and take up more call time.

2. Ask questions that require a short "yes" or "no" answer to avoid digressions from the caller. If you ask an open question, you are likely to get an answer that is much longer than necessary.

3. Repeat the caller's questions to provide clarification, but also to direct him back to the original concerns.

4. Accept responsibility and provide empathy to complaint callers. If a caller understands that you are willing to take the blame, she is likely to concede rather than continue with her complaint or argument.

Tips & Warnings

• These steps are also effective at maintaining the focus of your call recipient if you are the caller.

References

• University of Florida IFAS Extension: Handling Telephone Complaint Calls With Poise