Call Center Coaching

Coaching is vital for achieving goals. Research has shown that there is a direct correlation between the quality of calls you handle and the frequency and quality of your coaching. Put simply, the more you invest in call center coaching, the better the service you can provide your customers, and the more sales you will generate. Research also shows that most Contact Centres find it hard to coach their staff as often as they would like. Other activities always seem to take priority, with insufficient time remaining to provide this so vital input.

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Call Center Coaching Specialists and Systems

BPA have over 10 years in-depth experience in results-orientated coaching. Our call center coaching training specialists and systems have been proven to produce results, allowing you to concentrate on your core business of providing excellent customer service. Our support can be tailored exactly to the needs of your centre. We can supply a flexible resource - as much, or as little as you require. The resource we provide is dedicated to just one thing - producing results. In-depth Management reports showing activity and results are produced in real-time. We can develop objective Call Quality measurement systems and processes.

Welcome to BPA Worldwide

BPA has a unique approach to the development of Call Quality - Customer Service and the maximization of Sales Opportunities. Programs and approaches to development based on extensive research since 1988. The three component parts of the organization provide support in the following areas:

Remote Call Monitoring and Call Analysis

Scoring Calls
Objective Measurement
Objective and Impartial Feedback
Recording and Assessment of Live Data
Real Time Data
Web Based Access
Ability to produce tailored reports in seconds
Multi Lingual Research Team

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Objective Analysis of Service Delivery
Comparison to Competitors
Identification of Strengths
Actionable Feedback
Multi Lingual Research Team
Global Perspective

Research Based
Practical
Actionable
Results Orientated
Multi Lingual Training team

Take part in our Research and Receive a free Competitive Review!

"In theory, practice and theory are the same. In practice, they are not." (Anon.)

Research shows that the process of monitoring calls in its self is not enough to produce results. Feedback needs to happen in a timely manner and be perceived by the person receiving the feedback as relevant, unbiased, practical and objective.

Added to this the theory taught on training courses does not translate into practice, or tangible results. The primary reason for this appears to be that agents and supervisors have difficulty in adapting and applying the skills developed on training courses into practical everyday situations.

Because we recognize this at BPA, we take a unique and practical approach to the business of developing communication and sales skills - an approach that is designed to produce tangible results and a measurable return on investment.

© BPA International 2002.