Results Driven Call Centre Training for Agents & Managers
Our Contact Centre Training Programmes Develop Agents’ and Managers’ ability to achieve outstanding results, reduce their emotional load, and significantly improve employee engagement.
Our call centre training solutions are built around our deep understanding of the evolving range of challenges, change and demands that contact centers face. We constantly strive to gather feedback, examine our workshops and evolve our offering in line with these shifting requirements and customer expectations.
So why choose BPA? With over 35 years of experience in supporting the ever-changing needs of organisations, 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 training and development needs.
BPA's Customer Contact Training Develops Complex Skills
Equips your contact centre teams to be able to effectively use complex, must-have skills such as EQ, Empathy and effective identification and support for vulnerable circumstances.
Inspire Your Team
Tailored sessions are delivered either face-to-face or online, in targeted Masterclasses or on a regular basis. Always directly linked to the development of skills as measured by customer contact outcomes.
Reduce Attrition
Our call centre training programmes show your people that your organisation values its employees, boosting engagement and job satisfaction.
Highly Effective Contact Centre Coaching Solutions
Regular Energiser Training provides support to coaches and radically improves their ability to deliver effective feedback to Agents.
Successful CX Outcomes
All our training interventions are based on behaviours that correlate to delivering successful CX outcomes in your business across all channels.
Tangible Actions, Real Results
Our team of experts ensure you capitalise on your L&D investments by maximising capability.
Some of our training modules
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 Expert Contact Centre Training Solutions?
CASE STUDIES
Don’t just take our word for it!
US National Healthcare Provider
Financial Services Legal
FINTECH COMPANY
Cable Company
Global Technology Company
Global Delivery Logistics Service
Digital Satellite Media Broadcaster
We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.
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.
Helen can’t wait to help you elevate your contact centre’s customer experience and performance. Let’s chat today.
Helen Beaumont Manahan
Director of Training and People Development
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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0782 469 0708