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 and regular callers
Explore Motivational Interviewing as a tool for managing repeat calls
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 on call handlers, services, and organisations & supporting workers after dealing with repeat callers
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