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Call Centre Development & Training

What is Call Centre Development & Training, and why does it matter to
your business?

In today’s modern world, there are many ways of interacting with customers, but many situations still require being able to speak to someone over the phone. Call centres are an undervalued point of contact with your customers. For many customers, this will be the only touchpoint they have with your business, so it’s important that it’s a positive and efficient experience.

All too often, call centre employees are viewed as outsourced support. However, as some customers’ main point of contact, they must reflect all the values of the business. Ultimately, they are an extension of your living, breathing brand.

Who is it for?

For businesses in highly-competitive industries such as energy, telecoms and banking, call centre experience can be a defining factor in customer loyalty and retention. With information easily available online, customers who aren’t satisfied can switch to a new supplier with the click of a button.

It’s as important for your call centre managers as it is for your tele-representatives to learn how to efficiently handle complaints and other issues. If everyone involved in the process is on the same page, you’ll be able to provide a much better overall customer experience.

Call Centre Development and Training

We can deliver your learning in person, virtually or via elearning.

Training

Bespoke training programmes designed and built for your Call Centre Teams.

Courses

Bespoke courses designed and built for your Call Centre Teams.

Workshops

Bespoke workshops designed and built for your Call Centre Teams.

The impact it will have

Let’s be honest, every call centre receives complaints. We prepare your staff to deal with all situations in a calm and consistent way – by making sure they’re confident in their own ability and their knowledge of the business processes.

We start by identifying the gaps between your goals for customer experience and what your clients actually get. We’ll then build a programme and customer interaction standard designed to tackle your specific issues.

Customers who are satisfied are more likely to stay, and recommend you to their friends.

Jerry presenting

The process to build your learning programme

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Explore

Consultation discussions focusing on MPI inside out approach

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Design

Storyboarding options and approaches

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Develop

Build solutions and materials

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Deliver

Bespoke facilitators appointed

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Embed

Multi–channel tool-sets and activities

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Evaluate

Dialling in and forward momentum

Our Experts

Our Consultants, Trainers & Designers are some of the best in the industry. Hand picked for each project, we ensure they are the right people to deliver, design and lead your people through their
learning journey.

fred copstake 1 Fred Copestake

Fred Copestake

Principal Consultant

Fred is an experienced consultant, trainer, coach and an expert in helping sales professionals around the world to improve their performance and unleash their full potential. Fred has delivered projects that range from implementing a European academy for a leading beer brand, developing sales skills in the Middle East for global healthcare companies, and introducing account development and sales leadership models in Latin America and Europe for IT and engineering multinationals.
carl hasselbach

Carl Hasselbach

Principal Consultant

Carl has extensive experience across multiple industries including Pharma, IT, Hospitality, non-food, food service and FMCG. As well as European Markets, and having Dutch as my Native language, being Fluent in English and German and Semi-Fluent in French.
Helen Worthy

Helen Worthy

Principal Consultant

Helen is a Learning and Development Consultant with over 18 years experience, who works globally across sectors achieving results through working closely with each client identifying key business challenges, to then design and deliver solutions that hits the bottom line. Combining both an innovative and pragmatic approach Helen enables sustainable behavioural change at an individual and organisational level.
natalie jivkova 1 Natalie Jivkova

Natalie Jivkova

Principal Consultant

In 2002 Natalie started her experience as a trainer and facilitator through supporting the learning process and personal development of young people and adults. Natalie has since been passionate about lifelong and non-formal learning. Since then she has been working in various national and international projects (educational, environmental, social, youth, peace) in the non-governmental sector.
danny lavery

Danny Lavery

Principal Consultant

Danny is a Senior Learning & Development professional with a passion and expertise in Facilitation, People Development and Coaching. Extensive experience in the Global banking sector particularly in Team & Leadership Development, Business Coaching and Behavioural Skills Development. He is at his best when facilitating Learning & Development sessions.
Florence Ainsworth

Florence Ainsworth

Principal Consultant

Florence Ainsworth is an International executive leadership coach, strategic consultant, speaker, and emerging author. Her unflinching commitment to inspiring and supporting human development to lean into accountability-centered personal leadership and achieve their highest potential characterizes her purpose and focus.
terence chiew 1 Terence Chiew

Terence Chiew

Principal Consultant

Terence Chiew is a Performance Consultant who finds joy in working with team leaders to build high-performing teams and achieve organisational success using a plethora of interventions comprising personality traits and values assessment, performance consulting, leadership and management training, team building and team alignment.
anne clarke 1 Anne Clark

Anne Clark

Principal Consultant

Anne has a successful career spanning over 25 years in the financial and banking industry which has given Anne the understanding and ability to work at all levels, this has enabled her to add so much value to the team, our clients and her coaches. Anne was previously an MD in Financial Services where she was responsible for leading the Retail Performance of a Region, where she was recognised with various National Achievement Awards.
Stuart Bell Principal Consultant

Stuart Bell

Principal Consultant

An experienced sports and global corporate professional with a comprehensive management and leadership skill set applied across multiple industries. Senior management expertise within HR, Learning, Development and Talent together with Director roles in Retail and Commercial sectors. Broad academic knowledge, skilled at providing culturally appropriate, robust and pragmatic support to companies through designing and delivering effective interventions which always deliver tangible results.
Sandra Pirez 1 Sandra Pires

Sandra Pires

Principal Consultant

Sandra Pires has been an unexpected partner since 2012. Who is responsible for designing and delivering unexpected transformational programs. Besides the unexpected, Sandra collaborates with MPI as an associate trainer for global projects, and is responsible for delivering projects in several markets like Portugal, Spain, Mexico, Brazil and Angola.

What our clients said

At MPI, we approach each project with the customer’s needs as the focus. That’s why we embrace collaboration – to give you exactly what you need to achieve your goals.

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MPI Learning epitomises everything I would look for in a supplier from a true partnership perspective. They seek to understand the key business drivers, take a truly commercial approach and have the ability and credibility to build relationships with senior stakeholders across the business at pace. Jerry is a pleasure to work with.

Jayne Nuttal – Barclays

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If you would like to know more please get in touch

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