Results Driven Call Center Training for Agents & Managers
A Science-Based Approach to Training
Realizing Human Potential
BPA Quality offers targeted training for agents, team leads, & managers, combining behavioral science with frontline practicality. Our team of training experts backed by our psychometric team identify the traits behind successful customer interactions with the real-world challenges faced by Agents & Supervisors. This approach rooted in a science and objective measurement ensures that the content of training is completely relevant, actionable and produces a qualifiable ROI.
Agent and Frontline Staff Workshops
Our energizer workshops for agents and frontline staff focus on the skills that matter most in customer conversations, empathy, resilience, de-escalation, and creating positive digital and voice experiences.
Each program can be tailored to your organization’s specific needs and challenges, ensuring staff not only learn new techniques but apply them directly to the realities of your business. Together, they build confidence, improve customer trust, and drive measurable results.
Defusing and De-Escalating High-Emotion Customer Conversations
An energizer workshop that equips teams to turn tense situations into constructive outcomes.
Advanced Empathy Workshop
Elevating empathy from a soft skill to a practical business advantage.
Supporting Customers in Vulnerable Situations
Building trust and loyalty while reducing risk and stress.
Manager and Supervisor Workshops
Our energizer workshops for agents and frontline staff focus on the skills that matter most in customer conversations, empathy, resilience, de-escalation, and creating positive digital and voice experiences.
Each program can be tailored to your organization’s specific needs and challenges, ensuring staff not only learn new techniques but apply them directly to the realities of your business. Together, they build confidence, improve customer trust, and drive measurable results.
Integrating AI and Human Touch
Empowering CX teams to embrace change and elevate customer experience.
Results-Driven QA Teams
Building, inspiring, and driving high-performing QA teams.
Emotional Intelligence for CX Teams
Building self-awareness, empathy, and resilience for lasting performance.
Energized Team Leadership for Contact Centers
Creating momentum where teams thrive, and goals are achieved.
CASE STUDIES
Don’t just take our word for it!
Healthcare Contact Center Quality Improvement
Discover how BPA Quality helped a national healthcare provider improve contact center quality, ensure compliance, and elevate patient satisfaction.
Actionable Insights from Chat for Better Support
Call Center QA for Fintech | BPA Quality
Empathetic Customer Service Training Results for the Funeral Industry
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.
Boosting Debt Collection Success with 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.
Regulated Industry Contact Center Solutions | BPA Quality
Call Center Performance Improvement with Analytics
Proven Call Reduction Strategies Case Study
Utility Company
Karyn can’t wait to help you elevate your contact center’s customer experience and performance. Let’s chat today.
Karyn Dupree
Sr. Director of Quality Solutions
Whether you need to speak to our experts about conducting a quality effectiveness audit or handling your quality assurance needs, or you’re interested in implementing mystery shopping programs or enhanced training and coaching, we’re here to help. Contact BPA Quality today.
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866 646 8509
