Call Center Skills Assessment

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A customer is very talkative and is sharing details unrelated to the reason for their call, significantly increasing the handle time. Which of the following is the most professional technique for an agent to use to maintain call control?

Use closed-ended questions that require a simple 'yes' or 'no' response to guide the conversation. Interrupt the customer and state that you need to keep the call short due to high call volumes. Allow the customer to finish their story to build maximum rapport, regardless of handle time. Place the customer on a brief hold to interrupt their conversational flow.

Correct Answer:

Use closed-ended questions that require a simple 'yes' or 'no' response to guide the conversation.

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