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Concentrate ang give time to caller to know his/her needs,
Be smiley and try to share the feeling "that it's an easy request and that you can realize it,"
Be respectful, and try to chosse your words.
Be self confident.
Call control takes elements below;
Composure (voice tone matters a lot to cultivate confidence in the customer/caller)
Empathy (understanding a customer/caller's point of view)
Accuracy of information (being able to identify and address the actual reason of call)
Positive mentality (positive approach to all challenges)
Choice of words (oration quality)
Ability to deliver (resolution ability at the end of call)
