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Managing Repeat Callers

Managing Repeat Callers

Managing Repeat Callers

Overview

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
  • Understand the effect of repeat callers on call handlers, services, and organisations
  • Consider approaches, including using boundaries, caller care plans and creating a policy
  • Consider risk assessment
  • Supporting workers after dealing with repeat callers

Join our virtual open courses or enquire via training@helplines.org about an inhouse session for your organisation.

Additional info

  • Worksheets provided
  • Copy of powerpoint presentation after session
  • Attendance certificate upon request

Cost

Costs and Rewards on our courses for members and non-members.


This was an excellent day of training that was interesting, relevant and engaging. Christian was a brilliant facilitator and very kind and empathetic. I benefited a lot from it and have certainly learned a number of things I can work to implement. - Tanya Kumar, Blood Cancer UK


Upcoming training sessions

Date: 27 March 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Contact us via training@helplines.org to find out more, or book directly via the form below.