Call Centre Development & Training
What is Call Centre Development & Training, and why does it matter to
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.
We can deliver your learning in person, virtually or via elearning.
Bespoke training programmes designed and built for your Call Centre Teams.
Bespoke courses designed and built for your Call Centre Teams.
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.
The process to build your learning programme
Consultation discussions focusing on MPI inside out approach
Storyboarding options and approaches
Build solutions and materials
Bespoke facilitators appointed
Multi–channel tool-sets and activities
Dialling in and forward momentum
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
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.
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
The results we have demonstrated. The problems we have solved. The transformations we have empowered.
If you would like to know more please get in touch