As to how we deal with irate or agitated callers, I'm not sure if there are any applications/AI programmes, etc., on the market currently. I'm sure there is by now but normally with those type of platforms they can be quite cost prohibitive!
We focus on training our staff on the modules I've listed below, the fact we are primarily an inbound office helps massively as the majority of our callers are looking for help and the companies we have as clients are reputable.
On the occasions, we are met with angry callers, and the forward-facing team member is having difficulty resolving their issue the call is passed to a senior member of staff or team leader who can use their experience to calm the situation down.
Back to the main report
Reducing Hostile Behaviour towards GP Receptionists in Northern Ireland