Call handling with empathy at work

Handling calls from distressed individuals can be challenging and stressful. Call handlers may be exposed to intense emotions such as anger, frustration, sadness, or anxiety. Regularly dealing with calls of this nature can lead to emotional exhaustion, compassion fatigue, or heightened stress levels for call handlers. The Call handling with empathy at work course can significantly benefit call centre staff or volunteers by improving their communication skills, emotional resilience, de-escalation techniques, empathy, and overall confidence. These effective call handler skills can lead to more positive experiences for both callers and staff, resulting in improved customer satisfaction and reduced impact on staff and volunteers' own wellbeing.