Expert training
and coaching
Our training solutions are built around our deep understanding of the evolving range of challenges that contact centres face. We constantly strive to gather feedback, examine our workshops and evolve our offering.
So why choose BPA? With over 30 years of experience in supporting the ever-changing needs of organisations, our blend of deep-domain expertise, and our work with pioneers, other thought leaders, and iconic global brands ensures we deliver an effective solution to your training needs.
How we can help you build skills, retain talent, delight customers, and deliver business success.
Training tailored for everyone
Our unique training solutions are designed to support positive disturbance and growth for front line teams through to experienced business leaders. We work to align the content and outcomes to our unique operational challenges, so the training is always meaningful.
Training needs analysis
Our training team partners with you to utilise your specific knowledge and understand your requirements. This analysis forms a key part of how we tailor the training, and can also be expanded into professional services support, supplying an external lens on your operational training needs.
Coaching
Our training is fantastic, but we know too well that skills and knowledge need the opportunity to be put into practice – so we help to develop coaching programmes to be value-add, highly competent, and aligned to business goals. This environment encourages operational leaders and advisors alike to see the value of coaching, and to commit to it as a regular activity.
Train the trainer
We can also supply the skills and knowledge to uplift your own training functions – whether it’s the art and science of effective training, or expanding the training teams toolkit with specialised training on an array of topics.
Action-centered learning
Our training outcomes focus on tangible actions to be implemented in the workplace. This focus ensures accelerated success and offers opportunity to reduce re-work and admin, giving more time to coach, develop, and improve your operations.
Impartial and objective
We know we’re not experts in your business, but we also know we’re not embroiled in the complexities of your business. We can apply an effective, external lens to your training needs. This also ensures freedom to challenge resistant delegates and explore their resistance with the aim of encouraging and advocating for your brand.
Customer cases that were marked as being dealt with appropriately and sensitively (from 13%)
Global premium automotive brand
Improvement in CSAT scores
following training
Global tech company
Increase in
conversion rates
Large health insurance provider
Some of our training modules
Why use BPA Quality’s training, coaching and development solutions?
Fintech company
Feedback from the workshop participants was very positive, with many expressing their appreciation for the session’s value, highlighting their enjoyment and successful application of the acquired knowledge.
UK Fire and Rescue organisation
With a suite of well-established and highly effective training solutions, BPA was quickly able to develop an action-centred workshop on vulnerability, fully tailored to the Client's specific setting and needs.
BMW FS
"This is really positive and a step forward with how we identify our Vulnerable Customers and how our associates now feel in dealing with them following the training."
Sean Reynolds Vitality Head of QA
“The team at BPA was fantastic and supportive throughout, listening to and understanding our needs and providing a really beneficial module that was delivered on time, within budget, and bespoke to the function. The training has received really encouraging feedback internally and raised awareness for us around a key topic – thank you!”
Director of Distribution & Partnerships
"You worked closely with me to build a blueprint of what coaching aspects needed to be touched on and you went over detail/examples that I have never thought of or viewed in the way you went over it. You also have demonstrated your willingness to work with the Leadership Team at the Patient Access Center and myself under extreme circumstances, which did not go unnoticed. It has been an absolute joy to work with you and I cannot wait to see where our collaboration will go in the future."