Call Center Essentials: How to De-Escalate

Welcome to the “How to De-Escalate” lesson intended to give call center representatives three avenues in which to de-escalate a call. This lesson is the second of three in the “Call Center Essentials” course, which provides and demonstrates general tips for de-escalating upset callers, as well as an overall better call experience. After viewing this lesson, call center representatives will understand how to better implement their approach, attitude, and actions to help minimize upset callers.