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?

Training isn’t just about skill-building; it’s about creating a culture where both employees and customers feel valued and supported. It’s about reducing the risk & cost of losing your best people through preventable attrition, and building strategic advantage over your competitors who aren’t investing in their staff.

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.

Smiling man in call centre wearing headphones, sat in front of a computer

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. 

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Improvement in the appropriate and sensitive handling of vulnerable customers

Global premium automotive brand
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Reduction in non-compliance in two outsource partners, and internal contact centre

Global comparison and switching service
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Increase in the correct use of knowledge management system post-training. Delivering improved customer outcomes, reduced handle time, and improved First Contact Resolution

European Fintech Challenger

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