Someone once said "In theory, practice and theory are the same. In practice they are not."

All too often in the contact centre business, the theory taught on training courses does not translate into practice, or tangible results. The primary reason for this appears to be that agents and supervisors have difficulty in adapting and applying the skills developed on training courses into practical everyday situations.

Because we recognise this at BPA, we take a unique and different approach to the business of developing communication and sales skills - an approach that is designed to produce tangible results and a measurable return on investment.

Before we go any further, consider the following:

• How well do your agents relate the theory of training to work situations?
  

• How do you motivate agents to want to continually use the skills they have learned?
  

• How effective is any ongoing practical support in helping develop and expand skills learned at your centre?

BPA organise practical workshops that tap into your agents' practical knowledge, in order to produce sound practical solutions. After all, it is the agent who interacts with your customers every day, so they are the ones who should be best equipped to deal with the issues that need to be addressed.

• The team constructs the standards they will use and be measured by, and therefore buys into the standards.
  

• Workshop content is directly related to the practical issues of handling customers and improving the quality of interactions.
  

• The workshop is the first step in an ongoing development process - an agent's skills continue to improve following the workshop, rather than decline.
  

• Measurement of performance becomes completely objective and is seen to be fair.
  

• Agents can measure and score their own performance.

Find out more about our training by arranging an appointment.

Read more: Follow up coaching helps maintain standards.