National Call Handling Standards

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National Call Handling Standards


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Why Standards

• From research Poll conducted by Mori in 2003, can
  you guess the of adults in uk who will contact
  the emergency services (both 999 and non
  emergency) in a 12 month period?
• Answer - 44.
• Therefore if we are getting it wrong, then there
  must be an awful lot of unhappy customers.

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What was the problem?

• BUT WHAT WERE WE DOING WRONG
• WHAT DID DO THE PUBLIC WANT FROM THEIR CONTACT

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whats important?
Treating people with respect Taking people
seriously Making the effort to understand an
individuals needs Doing what the call handler
said they would do Dealing with enquiries
promptly Keeping people informed
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BAPCOS MISSION

• Promote development of effective/efficient
  communications
• Enhance delivery of high quality of service
• Promote rapid and accurate data collection

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Quantity vs Quality

• We can all do QUANTITY
• What is Quality?
• How do we measure it?
• What makes a good Call Handler?

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Profile of a Call Handler ?

• The Professional Call Handler/Dispatcher
• Profile of a Successful Call Handler/Dispatcher 
• Confidentiality
• Ethics and values in Call Handling
• Contact Centre Structures
•  Vital services Provided by Call
  Handler/Dispatchers
•  Policies and Procedures
•  Preparing for your new Career
• How to recognise and deal with stress

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Improving the Quality of Call Handling

• Words and Vocabulary to avoid 
• Call Structure and Call Control
•  Bridging Techniques
•  Name Exchange
•  Closing a Call
•  Advanced Rapport
•  How to Say No Positively
•  Open and Closed Questions
• Frames and Positive Language
•  Handling Different Types of Callers

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Words Phrases to Avoid in Telephone
Conversations

• Ok Yep Right Sir Madam MateBear with me
  Hang on Hold it Moment
• Lovely It Should Obviously
• Im Afraid Unfortunately Im sorry but..
• All I can do is I can only do We dont do
  that
• Its Policy Hes tied up at the moment
• Shes gone out for a bit No Problem
• Can I take down your particulars

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Irritators What Annoys Callers?

• As I just said
• Can I just say..
• As I just told you..
• To be honest..
• Youve come through to the wrong dept.
• The computer system is slow today.
• These use more than 20 of your language!

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Why Customers Are Name Exchanged Early Into
The Call?

• Confidence Is Created The name (or reference) is
  a seal against your work
• Callers settle down you limit their negative
  reactions
• It demonstrates you wont hide
• What stops you name exchanging?

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Benefits To You In Using The Customers Name

• Gives you early call control.
• Stops you processing customers.
• Helps you to control angry awkward customers.
• Helps you to politely interrupt regain control
• It makes it harder for them to have a go at
  you!
• Its essential to you, in case your customer
  turns.

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Saying No Phrases That Inspire Negative
Reactions

• Im afraid
• Unfortunately
• Im sorry but..
• All I can do is..
• I can only do..
• We dont do that
• Its policy to/In the terms condition
• Will you let me finish.
• I can let you speak to a manager but they will
  tell you the same thing

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Phrases That Make No Positive

• Currently
• What I can do is..
• What I recommend is..
• What I can suggest/advise is..
• In these circumstances what I normally suggest
  is.
• Always show interest to their position before
  giving your positive No

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BridgingExamples

• PHRASES
• This is the first opportunity to control the call
• A bridge is a positive acknowledgement to tell
  the caller that youve heard, understood and can
  help the caller
• A bridge inspires confidence in you
• A bridge should always be used before giving a
  No
• Examples-
• Certainly
• I understand
• I can help you with this
• I can deal with this
• Let me look into this for you

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Sounds Good but does it work?

• Each call stage attracts a defined competency
  level
• Assessment is made across the complete call
• Easy to identify low standards
• Easy to identify training needs
• Easy to implement/manage/improve
• Acceptable to staff

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Training Manual

• Trainers Introduction
• The Role of the Call Handler
• Profile of a Call handler
• Preparing for your new career
• Quality of Service Commitment
• Quality Skills

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Training

• Development of a Core Training package
• Modular in approach
• Not technology driven
• Single approach to delivering QUALITY
• Allows the add on Local Procedures
• Flexible for cross agency acceptance

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Accreditation

• In association with NPIA
• In alignment with National Occupational Standards
• Approved certification (To Vocationally Related
  Qualification level 3)
• National Core Standard for Training which
  fits any organisation.

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• QUESTIONS?
• Contact Details - Tim OConnor or
• Brian Hills bevhills_at_supanet.com
• 07830 426182