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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.
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.
Laszlo Kaczur 1 Laszlo Kaczur

Laszlo Kaczur

Principal Consultant

Laszlo is a specialist in sales, sales development and HR development. With more than 25 years’ experience working with multinationals in Central and Western Europe, Middle and Far East, Laszlo brings considerable experience in training and development with a focus on management, sales and communication.
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.
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.
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.
kriti bisht

Kriti Bisht

Principal Consultant

Ms Kriti Bisht has delivered a wide variety of programmes such as training and development going from Transformational Leadership for VP/AVP level to effective leadership for supervisory skills training for middle management. She is also trained in usage of 6 sigma and lean tools, trained in content design and delivery, specialised in designing and delivering functional and development training programmes.
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.
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.
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.

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