Conduct effective interviews with customers over the phone to reduce fraud.

Course Aims

To equip staff with a better understanding of the dynamics of human interaction during the course of telephone enquiries or interview situations and to provide an opportunity to examine and adequately deal with a variety of interviewee responses.

Who Should Attend

Customer service/call centre and fraud staff dealing with telephone enquiries who need to alert colleagues of potential fraudulent transactions.

Learning Outcomes

  • Develop strategies for the effective management of telephone contact.
  • Professionally manage telephone interaction.
  • Describe the components of good communication skills.
  • Develop listening skills and questioning styles.
  • Understand the processes of information elicitation techniques.
  • Critically assess interview results.
Private Courses

This course is available to be run privately at your discretion.

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Telephone interviews, Telephone interview skills, Telephone interview training, Conducting telephone interviews, Interview over the phone, Fraud interviews on the phone

We can help equip staff with a wider and more detailed understanding of fraud awareness within telephone interviews. Find out more here.

Telephone Interview Fraud Awareness - Focus Training