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 address the specific knowledge and behaviour requirements of your contact centre. Our comprehensive TNA identifies and assesses needs against the current skill levels of the team to highlight gaps and devise effective solutions.

This analysis can be particularly relevant for new starters; those transitioning to new roles, where business priorities are changing; or in the case of mergers or new product launches. The TNA exercise can be informed by multiple data sources including contact monitoring, CSAT scores, quality audits, customer feedback and coaching conversations.

Viewing your operation 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 programmes expand training capacity by developing your key people to cascade training interventions across your business.

We provide the right skills and knowledge, not only through great course content, but also by equipping your people with the required insights to train effectively. This includes the process of delivery, skilled presentation, facilitation, coaching and management of group dynamics

Our training modules

Take your team to the next level

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Training and coaching thought leadership

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.