Results Driven Call Center Training for Agents & Managers

We help you build skills, retain talent, delight customers, and deliver business success …

 

Our call center training solutions are built around our deep understanding of the evolving range of challenges that contact centers face. We constantly strive to gather feedback, examine our workshops and evolve our offering.

So why choose BPA? With over 30 years of experience in supporting the ever-changing needs of organizations, our blend of deep-domain expertise, and our work with pioneers, other thought leaders, and iconic global brands ensures we deliver an effective solution to your contact center training needs.

CPD MemberDiSC Certified Practitioner

Training tailored for everyone

Our unique call center training solutions are designed to support positive disturbance and growth for frontline teams through to experienced business leaders. We work to align the content and outcomes to your unique operational challenges, so the training is always meaningful. Ask us about our digital training and e-learning courses.

Impartial and Objective

We know we’re not experts in your business, but we also know we’re not embroiled in the complexities of your business. We apply an effective, external lens to your training needs. This also ensures freedom to challenge resistant delegates and explore their resistance with the aim of encouraging and advocating for your brand.

Coaching

Our training is excellent, but real growth comes from practice. We design coaching programs that are value-driven, highly effective, and aligned with business goals, fostering a culture where leaders and advisors recognize and commit to coaching as a core activity.

Train the Trainer

We supply the skills and knowledge to uplift your own training functions – whether it’s the art and science of effective training, or expanding the manager training teams’ toolkit with specialized training on an array of topics.

Successful CX Outcomes

Our action-centered training outcomes focus on tangible actions to be implemented in the workplace. This focus ensures accelerated success and offers opportunity to reduce re-work and admin, giving more time to coach, develop, and improve your operations.

Tangible Actions Delivering Results

Our training team partners with you to utilize your specific knowledge and understand your requirements. This analysis forms a key part of how we tailor the training, and can also be expanded into professional services support, supplying an external lens on your operational training needs.

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Customer cases that were marked as being dealt with appropriately and sensitively in consideration of their circumstances rose from 13% to 93% following the training

GLOBAL PREMIUM AUTOMOTIVE BRAND
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Improvement in CSAT scores following training

GLOBAL TECH COMPANY
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Increase in conversion rates

Large Health Insurance Provider

Why use BPA Quality’s Training & Coaching solutions?

Training for Your Customer Contact Teams

We help you build skills, retain talent, delight customers, and deliver business success.

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Address Specific Areas of Opportunity

Address specific areas of opportunity identified through the analysis of customer contacts. It’s the means by which behaviors are altered and skills are developed that will provide a tangible return on investment.

Tangible Actions

We ensure the output from our training focuses on tangible actions that can be successfully implemented back in the workplace and accelerate contact center success.

Coaching for Success

We provide coaching around your quality assurance framework and the customer experience. This gives you a fresh perspective on how to tackle a particular business challenge or to drive continuous improvement.

Action-Centered Learning

We recognize that action planning is an important process in its own right for any high-performing team. Action-centered learning is integral to all our training interventions.

Emotional Intelligence

Once considered a 'nice to have' skill, EI is now recognized as a core skill in the workplace. Our expert trainers understand this fundamental shift in the future of work and how the interplay of psychology and behavioral science.

Tailored Training

Our experienced trainers work with you to understand your contact center needs and personalize the training to meet your unique business requirements.

Training Needs Analysis

Our training team collaborates with you to understand your needs and tailor programs accordingly. We also offer professional services to provide an external perspective on your operational training requirements.

CASE STUDIES

Don’t just take our word for it!

call center sales success case study by bpa quality

Improve Sales Success Rates

We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.

healthcare customer experience, healthcare insurance Customer Story BPA Quality case study

US National Healthcare Provider

The lack of a centralized, independent quality process across multiple Contact Center vendors was leading to a lack of consistency and negative CX outcomes for...
Financial Services Customer Stories BPA Quality

Financial Services Legal

Our client is one of the largest retail outlets for home electronics in the Southern part of the United States. As most of their inventory is large ticket price, they...
Fintech Customer Story BPA Quality

FINTECH COMPANY

Our Client is a FinTech company operating a a short-term peer-to-peer lending platform aiming to offer customers lower borrowing rates and lenders higher returns...
Cable Customer Story BPA Quality

Cable Company

Cable Home Technician Visit Reduction – Our client is one of the nation’s largest providers of at-home communications, namely cable television, high-speed...
Technology Customer Story BPA Quality

Global Technology Company

Live chat is quickly making its way to becoming one of the preferred contact channel for consumer support. Whilst studies have shown this varies by age demographic, one...
global delivery Customer Story BPA Quality case study

Proven Call Reduction Strategies Case Study

Our Client wanted to understand the driver for High volumes of “tracking Calls’ in to the Contact Center to determine root cause and identify improvement strategies in...
utility Customer Story BPA Quality case study

Utility Company

The Client used BPA Quality Quality PLUS Calibration tool to further improve their quality management. The quality platform delivered improved reliability, better ease...

Housing Association

Our Client is one of the largest housing providers in the south of England, managing 35,000 homes and work on behalf of 80,000 customers. We work with them on several...

Funeral-related service provider in the United Kingdom

Our work with the Client helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.

BPA Quality
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