call center training by BPA Quality call center skills

You worked closely with me to build a blueprint of what Coaching aspects needed to be touched on and you went over detail/examples that I have never thought of or viewed in the way you went over it. You also have demonstrated your willingness to work with the Leadership Team at the Patient Access Center and myself under extreme circumstances. Which did not go unnoticed. It has been an absolute joy to work with you and I cannot wait to see where our collaboration will go in the future.

FORTUNE 50 Healthcare Provider

Why Choose BPA Quality for Your Call Center Training & Your Team’s Development?

Over 30 years of expertise in helping some of the world’s biggest brands deliver on brand promises and customer contact excellence.

As your partner, we fully address your specific needs and cultivate necessary behaviors to accelerate business results and goals.

Successful contact center training built on relationships

Emotional Intelligence once considered a ‘nice to have’ soft skill, is now recognized as a core skill in the workplace. Our expert call center trainers understand this fundamental shift in the future of work and how the interplay of psychology and behavioral science – the ‘Human Element’ – drives all aspects of customer service delivery.

Partnering with our clients maximizes the empirical impact of human interactions at every customer interaction, starting with a thorough assessment of individual and collective development needs for your team (call center training needs analysis).

We work hard to fully understand your unique business and identify the right interventions for your people to level up performance.

Recognizing that training is just the start of people development, our action-planning modules focus on support and buy-in to inspire participants to apply new & proven call center skills that enhance their real-life workflows.

call center training

Bring the Human Element to the heart of your business with BPA Quality Training & Development

Call Center Training Needs Analysis

Call Center Training Needs Analysis

Our expert trainers will partner with you to enhance the knowledge and behavior requirements of the contact center. We then measure this against the current skill levels of the team to identify any gaps.

Tailored Call Center Training Courses

Custom Contact Center Training

We have a comprehensive suite of ready-to-deliver courses which act as a base point for developing a cost-effective tailored training program for you.

Call Center Coaching

Call Center Coaching

With over 30 years of experience in contact center quality, we provide coaching around your quality assurance framework and customer experience goals.

This gives you a fresh perspective on how to tackle specific business challenges and drive continuous improvement.

action centered learning

Action Centered Learning

We recognize that action planning is an important process for any high-performing team. Action Centered Learning is integral to all our training interventions.

Our workshops focus on tangible actions to be implemented back in the workplace and drive continuous improvements that accelerate contact center success.

call center train the trainer

Train the Trainer

Our train the trainer program develops your key people in management and supervisory roles. We give them the skills and knowledge to train effectively. This includes the process of delivery, presentation skills, facilitation, coaching, managing group dynamics, etc.

Our most asked for contact center training modules

Delivering a great Customer Experience to vulnerable customers - Training by BPA Quality

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Webchat - delivering a great Customer Experience training - Training by BPA Quality

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Quality assurance in the contact center - Training by BPA Quality

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Managing change in the contact center - Training by BPA Quality

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Handling conflict in the contact center - Training by BPA Quality

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Employee engagement in the contact center - Training by BPA Quality

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Emotional Intelligence in the contact center - Training by BPA Quality

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Effective call center team leading - Training by BPA Quality

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Effective call handling - delivering a great Quality Experience - Training by BPA Quality

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Coaching to improve performance in the call center - Training by BPA Quality

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Achieving sales through service - Training by BPA Quality

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BPA Quality training

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Training and coaching thought leadership

20 Call Center QA needs

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

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Omnichannel Customer Experience – Can you please everyone all of the time?

How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.

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Effective Call Center Quality

Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Center Setting

BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.

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Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.

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BPA Quality conducted a Virtual Training that was not only informative but showed multiple sides of how to approach different situations that come up daily. They worked closely with me to build a blueprint of what coaching aspects needed to be touched on and you went over detail/examples that I have never thought of or viewed in the way you went over it.

Assistant Director, Finance – Montefiore Patient Access Center

Enhance your team with expert training & coaching

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