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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.

cant remeber his name 1 Mohammed Al-Shaer

Mohammed Al-Shaer

Principal Consultant

Mohammed’s focus is helping companies from various sectors improve their profitability and bottom line. His approach to helping companies is unique, he believes in diagnosing before treating. He provides tailor-made service to his long list of satisfied customers in the four corners of the globe. He does not believe in “one-size fits all” programs or canned workshops.
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.
Craig Wardman

Craig Wardman

Principal Consultant

Craig works as an independent professional Learning and Development Consultant who specialises in highly effective and Motivational Delivery and facilitation of Leadership Development and Relationship Management sales programmes, as well as offering a wealth of experience in 1 to 1 business and life coaching. He has extensive experience of working with multi-national organisations, originating with many of the World’s Leading Financial Services organisations.
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.
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.
Tara Zutshi

Tara Zutshi

Principal Consultant

Tara is a sought after facilitator of leadership development, team and group coaching, latterly specialising in supporting women in business. Having spent 20 years in industry, leading teams selling some of the high streets best loved brands to both retail and on-trade customers. Her impressive sales career spanned into multiple global companies. She realised that she would find more fulfilment and purpose in life by retraining as an executive coach and following her passion to develop teams and individuals to reach their full potential.
Dr Angela Armstrong

Dr Angela Armstrong

Principal Consultant

Angela is a highly qualified and commercially minded learning and development professional with over 20 years’ experience. She develops leaders, teams and individuals so they deliver on their most pressing ‘what and how’ strategies related to purpose, performance, authentic leadership and team development in the context of culture change, inclusion and resilience.
elen burton 1 Ellen Burton

Ellen Burton

Principal Consultant

Ellen has an exceptional ability to assist and focus Coaching clients to achieve their goals. In addition to Executive Coaching, Ellen is an internationally acclaimed business lecturer and motivational speaker. As owner of EJ Burton & Associates, she, and her team guide organisations in establishing an intentional culture of Inclusion and coach leaders to practices that support their DE&I policies.
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.

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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