Quality System Training

BPABuilder.Training™ has proven to be an effective way to allow our clients' entire organisations to understand and embrace the goals of the Quality Programme. Customers who have had a BPABuilder.Training™ session delivered to their teams have enjoyed significant returns from their programme in the form of faster absorption of the Quality Programme, improved understanding of the Quality goals and a higher return on their Quality Monitoring investment. 

This programme focusses on the key areas required to build, repair and maintain a monitoring programme that leads to a Quality Customer Experience.  In this module, we outline the following:

1. Knowing What to Look For
2. Observing Accurately
3. Feeding Back Information Effectively

By the end of the programme, your team will feel as if they are truly a part of the Quality Solution and not just an agent who is under scrutiny.  For a quote for your own BPABuilder.Training ™ programme, please feel free to contact us.

Coaching Training

Do you have coaching sessions going on in your call centre, but you are unsure if they are effective? Do your supervisors hate to coach their teams and never get anything out of it? As a manager, you know coaching IS happening, but its probably not what it should be. Building on the same premise of the Quality System Training, the BPA Coaching Training programme focusses on the what, how, and when of effective agent coaching sessions to encourage and promote effective, positive and fun coaching sessions that will have your agents asking for more feedback every day.

Train the Trainer Training

Do you have a big training programme coming up and your technical experts are a little short in the expertise of delivering that information as training? BPA can help your managers and trainers alike gain the invaluable techniques and styles needed to be effective trainers. We can deliver Train the Trainer sessions on site or in our US or UK locations. Our training techniques can range from basic training techniques all the way to a fully developed training programme specific to your training needs.

Skillset Training

BPA offers some of the most in depth and effective Agent Skillset training available. Our trainers will help your agents become best in class in their discipline. Whether it be sales, retention, customer support, billing, technical support or general call centre activity, you can be assured that our training programmes will address your needs. We can provide out of the box solutions for your team, or integrate our methods into your culture.