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Call Centre Training & Development

We provide exceptional Call Centre Training & Development Programmes, increase your Customer Satisfaction Scores and Sales with a Bespoke Programme.

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.

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Book your Free No-Commitment Consultation today.

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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.


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


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


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.

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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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Consultation discussions focusing on MPI inside out approach

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Storyboarding options and approaches

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Build solutions and materials

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Bespoke facilitators appointed

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Multi–channel tool-sets and activities

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Dialling in and forward momentum

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 about our Call Centre Training Programmes please get in touch.


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