Call Center Training

Our call center training programs are innovative and produce tangible results. For agents: A unique approach that really produces tangible results. Agent ideas and experiences are used to develop measurable standards of Performance. For team leaders: Enables Team Leaders and Supervisors to objectively and accurately analyze calls and provide feedback that effectively improves performance. For Managers: Helps Managers set up systems and processes that will get the best from their team and improve Agent retention.

Call Center Sales and Supervisor Training

All too often in the contact centre business, 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 different 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.

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Before we go any further, consider the following: How well do your agents relate the theory of training to work situations? How do you motivate agents to want to continually use the skills they have learned? How effective is any ongoing practical support in helping develop and expand skills learned at your centre? BPA organise practical workshops that tap into your agents' practical knowledge, in order to produce sound practical solutions. After all, it is the agent who interacts with your customers every day, so they are the ones who should be best equipped to deal with the issues that need to be addressed.

     

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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

Benchmarking

Training

  • 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

Find out More click here.

  • 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.