Managing Repeat Callers
Utilising some of the techniques introduced in our three CPD certified helpline skills courses but taking a more detailed approach, this course aims to equip delegates with the skills and confidence to manage repeat callers effectively. Utilising a range of different approaches, from skills practice elements to understanding policy, delegates will discover a tiered approach to responding that protects the service user, the call handler and the organisation as a whole.
Learning Objectives
Define the difference between repeat, bombarding and regular callers
Explore statistics and characteristics
Explore key attributes and how to identify repeat callers
Consider approaches, including using boundaries, caller care plans and creating a policy
Consider risk assessment
Understand the effect of repeat callers on call handlers, services, and organisations and how to best support call-handlers after the call
CPD Accredited Training
Receive a CPD certificate upon completion and accrue 6 CPD hours.
It was beyond helpful, thank you. I hadn't realized frustration and empathy burn out were a normal part of helpline work with regular callers. Knowing this means I can adjust mine and my teams expectations and help them to help others further.
Upcoming Training
Our Manging Repeat Callers Training is available as a full day course. Book onto one of our virtual open courses, or enquire about in-house training for your team.
- Available virtually
- These courses are an opportunity to learn alongside other organisations.
- Up to 4 delegates from 1 organisation on each course
- Course capacity: 16 delegates
- Available virtually and in-person
- These courses are an opportunity for your team to learn together
- Training materials and learning content can be tailored to meet the specific needs of your organisation
- Courses suitable for between 6 and 16 delegates