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Call Centre Training & Devlopment

What is Call Centre Training & Development, 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. Make sure that experience is the best it can be through Bespoke Call Centre Training. 

Who is it for?

Call Centre Training Courses are 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 call centre agents 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 training and Development and Training for call centre agents

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

Training

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

Courses

Bespoke Call Centre Training Courses designed and built for your Call Centre Teams.

Workshops

Bespoke Call Centre Training 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 Key benefits of training your Call Centre Staff:

  • Increased customer experience scores
  • Higher customer satisfaction
  • Better job satisfaction for your call centre staff
  • Higher levels of confidence in your workforce
  • Lower staff turnover
  • Improve your KPI’s
  • Increase productivity levels

Read cxtodays blog on the benefits of training and coaching your call centre operatives.

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

If you would like to know more about our Call Centre Training Programmes please get in touch.

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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.

peter giles 1 Peter Giles

Peter Giles

Principal Consultant

Peter has been in the world of Learning & Development for over 20 years, the last 10 of which have been as a Freelance Training Consultant. As well as being CIPD qualified, Peter is accredited in Situational Leadership II, is NLP qualified, and has experience with the Insights and DiSC psychometrics as well as Social Styles.
nick jerome 1 Nick Jerome

Nick Jerome

Principal Consultant

Nick Jerome is an accredited coach and facilitator, who has been designing and delivering leadership and management programmes across a wide range of organisations in the UK and across Europe for over 15 years. Based in London, he also speaks French and has worked with a number of clients in France, as well as coaching Masters students at Edhec Business School in France for the past 10 years.
sylivia Sepideh Sylvie Portefaix

Sylvie Portefaix

Principal Consultant

Sylvie is a certified coach, with a business management and marketing background. Her expertise consists in co-building new leadership models with her clients as well as working in French and English. Sylvie has occupied marketing and general management positions in the Consumer and Healthcare divisions. As head of marketing and executive committee member for France she's managed sales and marketing teams and key business partners, in France and in Europe.
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.
Sepideh Shirazi

Sepideh Shirazi

Principal Consultant

Sepideh is a learning and development professional with extensive experience in all elements of the learning cycle from TNA and design through to delivery and return on investment. Sepideh is an experienced principle consultant at MPI with vast experience in working with all levels of colleagues from frontline staff through to Senior Managers and Directors.
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.
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.
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.
Glenda Baily Bray

Glenda Baily Ray

Principal Consultant

Glenda is a passionate and experienced Organisational Change specialist with a strong track record of delivering successful change programmes that maximise opportunities through people. Glenda boasts extensive practical experience earned with a raft of well-known national and international organisations across both private and public sector.
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.

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.

quote mark left Call Centre Training

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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