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.
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.
Some of our call center training courses for managers and agents.
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
Improvement in CSAT scores following training
GLOBAL TECH COMPANY
Increase in conversion rates
Large Health Insurance Provider
Why use BPA Quality’s Training & Coaching solutions?
CASE STUDIES
Don’t just take our word for it!
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.
US National Healthcare Provider
Regulated Industry Contact Center Solutions | BPA Quality
FINTECH COMPANY
Call Center Performance Improvement with Analytics
Global Technology Company
Proven Call Reduction Strategies Case Study
Utility Company
Housing Association
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.