Hot Tip - Opening For Call Control

Where telephone staff are receiving inbound calls, we need to maintain call control to deliver maximum satisfaction to the caller in the shortest time.

Working with some leading insurers, we've found that call control can be established right at the outset by using the right tone of voice and a clear structure. The telephone agent should start the call as politely as possible:

• "Good morning, thank you for calling company X. May I take your account number please?"

If it's going to be a multi-stage verification, tell the caller right at the start what you're going to need. If they struggle to find a recent bill for their account number, they're really going to be annoyed if it turns out they need something else they don't have. You've both wasted time.

• "Is that Mrs XXXX? You're through to Cathy, Mrs XXXX. Can I take you through a few brief security questions - I'm going to need this."
• "Thank you. How can I help you?"

Don't forget to sound friendly, bright and breezy!

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