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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. 

Read our recent Case Study where the client experienced a 52% rise in sales after the initial call centre training programme through MPI Learning.

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.

emre hasan saylik 1 Emre Hasan Saylik

Emre Hasan Saylik

Principal Consultant

Emre brings extensive business and marketing experience to his clients with a financial services, banking and marketing background over 25 years. He provides learning facilitation, team coaching and leadership training services for corporate clients and supports SME league company owners as experienced business coach.
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.
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.
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.
Sarah Jones Principal Consultant MPI Learning

Sarah Jones

Principal Consultant

Sarah is an enthusiastic facilitator, innovative designer and effective deliverer of high impact training events. Her ability to bring out the best in people by supporting creativity and innovation, combined with effective teamwork and performance management ensures a strong focus on the provision of excellent customer service.
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.
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.
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.
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.

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

quote mark right Call Centre Training