In days gone by, when I was an active member of the call center population. I remember being told “control the call.” I also asked myself, “What does that mean?” and “how do I do that!” I’m sure you’ve asked the same question if you’ve struggled with this issue. Those who’ve become proficient in performing this task, are not always the best at communicating the years of knowledge they have secured over the years. Often their memories fail them, forgetting what it was like before they mastered the art of call control. 
Simply put, controlling the call involves getting information proficiently in the shortest amount of time, remaining as productive as you can. All while maintaining a professional, friendly and courteous demeanor; devoid of any rudeness or appearance of rushing the caller off the line.
To finesse this brute, call control takes skill. I hope to shed light on the subject and impart valuable skills that will help those lacking the art of call control to excel. With that I’d like to share an ‘eHow’ article I came across, which gives instruction on controlling a call.
“Call Control as Customer Service”
Instructions:
- When you are a customer service representative, you handle your call efficiently in order to increase productivity. When faced with a long-winded customer (a customer who wants to talk for a longer time than usual), use close-ended questions to reduce talk time.
- Once the customer starts to talk, try to get as much information from the conversation. If you see that the conversation is going nowhere, politely interrupt the customer. This is sometimes not easy to do, but it can be done. Wait until the customer pauses, then jump in quickly and take control of the call.
- When you are dealing with a customer you have to be pleasant. Sometimes a customer just wants to make small talk, which may interfere with your ability to get the job done. Reduce small talk by always answering personal questions with short answers, and then quickly get back to business.
- Make confirmation statements ensure that you received all the information that you need. Recap everything at the end of the call and use your closing script. Quickly wrap up the call in a pleasant tone; this will help in making sure that the customer doesn’t feel like you are rushing them.
Tips & Warnings
- Stick to your scripts if you have one.
- Always take control of the calls, never let a customer take control of it for you.
- Don’t be rude with a long-winded customer; use a professional tone of voice to interrupt politely.
Following the above tips and information will not only help you to become proficient at your craft, if will reduce your stress levels and help you excel as the telephone answering service professional you were met to be.
