Agent Coaching – Why and How to Make it Effective
Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.
BPA were invaluable to us in the early stages of outsourcing our calls for evaluation. With their guidance and expertise we were able to clearly identify recognised good practice and make this our focus when talking to our customers.
Performance and Training Manager, Radian
Training, Coaching & Development
Why Choose BPA Quality for Your Team’s Development?
We have over 30 years’ expertise in helping some of the world’s biggest brands to deliver on brand promise and customer contact excellence.
We are always learning and refining our approach.
Our deep understanding of the evolving range of challenges that contact centres face has led to the creation of this range of cutting-edge training solutions. We partner with you to fully address your specific needs and upskill your people to accelerate your business results.
Emotional Intelligence, once considered a ‘nice to have’ soft skill, is now recognised 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 behavioural science – the ‘Human Element’ – underpins all aspects of customer service delivery.
Successful training built on relationships
When it comes to successful outcomes for our customers and our people, we know that everything happens within the relationship – we partner with our clients to maximise the experiential impact of human interactions at every touchpoint, starting with a thorough assessment of individual and collective development needs for your team.
We work hard to fully understand your unique business and identify the right interventions for your people to level up performance. This allows us to deliver targeted, action-centred learning and encourage a culture of both individual ownership and team commitment to ongoing reflection and growth.
We recognise that training is just the start of people development. Our action-planning modules focus on ensuring structural support and buy-in to embed learning and inspire participants to apply new skills and knowledge to their real-life workflows when the training ends and they return to their roles.
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Bring the Human Element to the heart of your business with BPA Quality Training & Development
Training Needs Analysis
Our expert trainers will partner with you to enhance the knowledge and behaviour requirements of the contact centre. (TEXT HERE…) measure this against the current skill levels of the team to identify any gaps.
This analysis can be particularly relevant for new starters, those transitioning to new roles or where there are changing business priorities, mergers or new product launches. The analysis exercise can be informed by a whole host of data, e.g. call monitoring, CSAT scores, quality audits, customer feedback and coaching conversations.
Viewing your data though our expert lens will give a fresh perspective when establishing the right approach to your specific training needs.
Tailored Training
We have developed a comprehensive suite of ready-to-deliver courses which act as a base point for developing you a cost-effective tailored training programme.
Our experienced trainers will work with you to understand your contact centre needs and personalise the training to meet your unique business requirements. We ensure the output from our training focuses on tangible actions that can be successfully implemented back in the contact centre.
Coaching
With over 30 years’ experience in contact centre quality we can provide coaching around your quality assurance framework and the customer experience. This will give you a fresh perspective on how to tackle a particular business challenge or to drive continuous improvement.
We understand that each business has its own unique challenges and we use tools, such as the GROW model to help you to bring clarity to your goals and explore a way forward together.
Action Centred Learning
We recognise that action planning is an important process in its own right for any high performing team. Action Centred Learning is integral to all our our training interventions.
Our output focuses on tangible actions that can be implemented back in the workplace to drive continuous improvement and accelerate contact centre success.
Train the Trainer
As well as our direct delivery, our train the trainer programme develops your key people to cascade training interventions across the business to expand training capacity.
We give them the skills and knowledge, not only through the course content but also by equipping them with the skills to train effectively. This includes the process of delivery, presentation skills, facilitation, coaching and managing group dynamics. – NEEDS EDITING
Our training modules
Training and coaching thought leadership
The art of conversation: Part One
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Helen Beaumont Manahan looks at why talk is not cheap.
Creating connection in conversation – The art of conversation: Part Two
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
Coaching the contact centre – The art of conversation: Part Three
In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.
Agent Coaching – Why and How to Make it Effective
Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.
The art of conversation: Part One
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Helen Beaumont Manahan looks at why talk is not cheap.
Creating connection in conversation – The art of conversation: Part Two
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
Coaching the contact centre – The art of conversation: Part Three
In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.