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.
“BPA is tenacious and inquisitive and wants to move things forward and gain traction in our hectic environment. To have a partner that is checking in with us and requesting feedback and direction when necessary is very good.”
Head of Contact Centres UK & IE, Samsung
Training & Coaching
Why choose BPA Quality?
Building strong relationships with customers is crucial to business success.
With over 30 years of experience in contact centre quality, our specialist training solutions reflect our deep understanding of the range of challenges your contact centre faces.
- Deliver on your brand promise and achieve customer contact excellence
- Allow your team to build trust and understanding, particularly with those in vulnerable circumstances
- Ensure regulatory requirements, such as the Consumer Duty, are met
- Maximise sales & service opportunities, and understand the link between empathetic service and our selling relationships
- Deepen the skills of self-awareness and self-management to support our customers and increase our resilience and wellbeing in-role
Our training modules
Training built on relationships
The human element – the interplay of human emotion, communication, and behaviour – is at the core of any successful relationship and underpins all aspects of customer service delivery.
Everything happens in the relationship, and we work with you to maximise the impact of human interaction at every touchpoint. Guide your people to hone their emotional intelligence skillset and identify tangible actions to implement back in the workplace, to drive continuous improvement and accelerate your contact centre success.
We recognise that training is just one aspect of your people’s development. Our end-to-end training solutions cover the entire learning journey, from assessing training needs to action-centred learning and inspiration to apply new skills back in-role, with space for reflection and feedback.
Discover our training solutions.
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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 contact centre 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.
Training and coaching thought leadership
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.
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.
“Our long relationship with BPA demonstrates the importance we place on compliance and on offering exemplary and ethical service. It is very much a partnership; we value their input in ensuring our guidelines are being implemented and in defining the criteria that need to be met.”
Director of Distribution and Partnerships, Dignity