call center skills

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.

FORTUNE 50 Healthcare Provider

Customized Agent & Manager Training

Why Choose BPA Quality for Your Call Center Training & Your Team’s Development?

Over 30 years of expertise in helping some of the world’s biggest brands deliver on brand promises and customer contact excellence.

As your partner, we fully address your specific needs and cultivate necessary behaviors to accelerate business results and goals.

Successful contact center training built on relationships

Emotional Intelligence once considered a ‘nice to have’ soft skill, is now recognized as a core skill in the workplace. Our expert call center trainers understand this fundamental shift in the future of work and how the interplay of psychology and behavioral science – the ‘Human Element’ – drives all aspects of customer service delivery.

Partnering with our clients maximizes the empirical impact of human interactions at every customer interaction, starting with a thorough assessment of individual and collective development needs for your team.

We work hard to fully understand your unique business and identify the right interventions for your people to level up performance.

Recognizing that training is just the start of people development, our action-planning modules focus on support and buy-in to inspire participants to apply new & proven call center skills that enhance their real-life workflows.

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call center training

Bring the Human Element to the heart of your business with BPA Quality Call Center Training & Development

Training Needs Analysis

Our expert trainers will partner with you to address the specific knowledge and behavior requirements of your contact center. 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 & NPS scores, quality audits, customer feedback, and coaching conversations.

Viewing your operation through our expert lens will give a fresh perspective when establishing the right approach to your specific training needs.

Tailored Training

We have developed a comprehensive suite of ready-to-deliver courses which act as a base point for developing a cost-effective tailored training program.

Our experienced trainers will work with you to understand your contact center needs and personalize 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 center.


With over 30 years of experience in contact center 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 Centered Learning

We recognize that action planning is an important process in its own right for any high-performing team. Action Centered Learning is integral to all our training interventions.

Our output focuses on tangible actions that can be implemented back in the workplace to drive continuous improvement and accelerate contact center success.

Train the Trainer

As well as our direct delivery, our Train the Trainer programs 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

Our training modules

call center customer experience training

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call center training via webchat



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Effective call center team leading

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effective call handling in the call center training

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Coaching to improve call center performance training

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how to sell through call center customer service training

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Take your team to the next level

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Training and coaching thought leadership

contact center training during a pandemic

The shifting dynamics of training in a pandemic

We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments a company can make. One of the interesting things about the pandemic is the way it has changed the training landscape. What was once a nice-to-have is becoming ever more commonplace.


customer service empathy training

Customer Service Empathy Training to effectively support vulnerable customers

Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.


call center skills

Training partnership with CCMA offers enhanced contact center training for all

We are delighted to announce that we’ve extended the reach of our excellent training programmes by partnering with the CMMA and delivering some of our course titles through their comprehensive open schedule of courses.


Think & Grow Rich – why an 83-year-old business concept is still relevant today

Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over 80 years ago. The impact of his writings cannot be underestimated, and his book Think and Grow Rich has sold over 100 million copies since 1937.


BPA Quality conducted a Virtual Training that was not only informative but showed multiple sides of how to approach different situations that come up daily. They 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.

Assistant Director, Finance – Montefiore Patient Access Center

Enhance your team with expert training & coaching

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