Training effective and empowered staff
Investing in training programmes to develop effective and empowered staff is crucial for any organisation aiming for long-term success. But why is this so important?
By investing in the right training programmes, companies can ensure that their teams are agile, resilient and emotionally intelligent. Ensuring that employees feel more confident and engaged, knowing they have the tools and knowledge to excel in their roles, is critical to better CX and EX.
So how can BPA Quality help?
Gap analysis delivered by our experts can identify areas of need and opportunity. Unburdened by challenges such as being too close to the detail or juggling multiple priorities, our strategic interventions and sustaining development programmes are not only there to meet acute training needs – they’re a strategic investment. We can:
Deliver on your brand promise and achieve customer contact excellence.
Enable your teams to build trust and understanding, particularly with those in vulnerable circumstances.
Ensure regulatory requirements, such as the Consumer Duty, are met.
Maximise authentic, ethical sales & service opportunities, and understand the link between empathetic service excellence 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.
Support with value-add training that is responsive to needs, not mandated and “done-to”.
Our expertise
Those organisations succeeding in today’s competitive market are those that truly understand their customers, anticipate their needs and deliver exceptional experiences that exceed their expectations.
By utilising data and insight to focus on the needs and wants of your customers, you can create a culture of customer obsession and differentiate yourself from the competition.
Improvement in the appropriate and sensitive handling of vulnerable customers
Global premium automotive brand
Reduction in non-compliance in two outsource partners, and internal contact centre
Global comparison and switching service
Increase in the correct use of knowledge management system post-training. Delivering improved customer outcomes, reduced handle time, and improved First Contact Resolution