BPA Quality UK | Contact Centre Quality

Some fantastic insights on coaching, feedback, and performance management shared by our Head of Training and Development Helen Beaumont Manahan, and the always interesting Danny Wareham. All as part of a series hosted by Garry Gormley and FAB Solutions! Well worth a watch 👀 #LearningAndDevelopment #Coaching #ContactCentres #BestPractice

Just over a week to go to the CCMA | Call Centre Management Association Conference! If you're attending, you'll find Pete Dunn, Helen Beaumont Manahan, and Andrew Mutch at stand 10, and enjoying the fantastic speakers. We'll also have some giveaways, and a prize draw 🤩 Ready to talk about transforming all things CX, EX, QA, and training? WE are 🦄 #WeAreBPAQuality #CCMA #bestpractice #contactcentres

The Collaboration Network Vulnerability Summit at BSI in Milton Keynes is well underway! Our very own Helen Beaumont Manahan is there, alongside the National Support Network’s Cat Divers, to share more about our work helping teams to help customers to connect with tailored support when they need it most. If you’re at the summit, come and say hi! #vulnerabilty #training #signposting #qualityassurance #cx #excellence

🎉 Exciting News from BPA Quality Training 🎉 We’ve just received CPD Certification for our ‘Effective Support for Customers in Vulnerable Circumstances’ training – and we could not be happier about it! We’ve always known the impact that our expert Vulnerability training brings, and this is a further endorsement of the value we provide to our learners through structured, impactful, (and now CPD accredited!) training that helps teams to help customers when – and how – they need it most. Our training programmes dive deep into understanding the real challenges vulnerability can bring and how we can be there for our customers in ways that matter. An eye-opener and a heart-opener, for sure 💜 Ready to explore how to make a positive difference? Get in touch with our training specialist, Helen Beaumont Manahan, today! #BPAQualityTraining #Vulnerability #CX #MakingADifference #CPDcertified

🔍 We're Hiring: Systems Support Analyst 🔍 Ready to make an impact? Join us as a Systems Support Analyst and be a vital part of our dynamic team! 🌍 Location: Work from Home 📄 Contract Type: Fixed term for a minimum of 6 months, with potential extension for the right candidate ⏰ Start Date: ASAP 🕒 Hours: Full Time (37.5 hrs/week, Mon-Fri). One late shift/week (5pm – 9pm) to support our US colleagues. 💰 Salary: £25,000 - £35,000 per annum, depending on experience 🇬🇧 Applicants: Must be based in the UK 📧 Apply now with your CV and cover letter: Recruitment@bpaquality.co.uk 📅 Reference: ZC/June 2024 #Hiring #SystemsSupportAnalyst #RemoteWork #JobOpportunity #BPAQuality

⚠️𝐔𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐭𝐞𝐦𝐞𝐧𝐭 𝐚𝐥𝐞𝐫𝐭❗➡𝐇𝐢𝐠𝐡𝐥𝐲 𝐞𝐟𝐟𝐞𝐜𝐭𝐢𝐯𝐞 𝐭𝐞𝐚𝐦 𝐥𝐞𝐚𝐝𝐞𝐫𝐬 𝐩𝐥𝐚𝐲 𝐚 𝐜𝐫𝐮𝐜𝐢𝐚𝐥 𝐫𝐨𝐥𝐞 𝐢𝐧 𝐭𝐡𝐞 𝐬𝐮𝐜𝐜𝐞𝐬𝐬 𝐨𝐟 𝐲𝐨𝐮𝐫 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐜𝐞𝐧𝐭𝐫𝐞. And yet... If we know this to be true, why aren’t we all doing more to fix the crisis-levels of under-trained, under-supported ‘Accidental Managers’ (𝐮𝐩 𝐭𝐨 𝟖𝟐%, according to the Chartered Institute of Management) in our workforce?🤔 💡 Our action-centred training gives practical ways for leaders of all levels, types, and tenure to build confidence and engage more fully with their role. When we feel equipped and empowered to ‘lean in’ to our interactions with our team members, we can become more effective, empathetic problem solvers, whilst boosting our own satisfaction, wellbeing and resilience. By the end of the course, participants will be able to: ⭐Acknowledge the pivotal role of the team leader and their impact on team performance 🌟Distinguish between managing and leading within a team setting ⭐Identify the key elements of a team culture that delivers excellence 🌟Explore techniques to enhance self-awareness and emotional intelligence ⭐Consider alternative perspectives and communication preferences for effective team interactions 🌟Assess their personal image and current leadership style to identify areas for improvement ⭐Develop assertiveness techniques and strategies 🌟Improve time management skills, focussing on prioritisation and delegation ⭐Create an action plan to provide a clear vision for leading their teams effectively If you’d like to explore how we can help steer your team leaders clear of the Accidental Manager trap, chat with our Head of Training & Development, Helen Beaumont Manahan, or visit our training page linked in the comments. ⬇️ #CX #PerformanceDevelopment #ContactCentres #Coaching #TeamLeaderTraining

🚀 Empowering Teams: Tools, Knowledge, and Skills for Excellent Service Delivery 🤹♀️ Employee empowerment is key! Train and empower your customer service teams to deliver excellent service. Equipped with the right tools, knowledge, and skills, they become champions in handling inquiries, resolving issues promptly, and providing personalised assistance to your customers. Where does BPA Quality come in? See the link in the comments below to find out. #CustomerService #Empowerment #BespokeTraining #ContactCentreTraining

⁉ What are the Top 10 Signs You’re Not Getting Enough Value From Your Speech Analytics? 🤔 Getting the most from any Speech Analytics solution is an ongoing challenge in our Contact Centre world - and there is so much at stake! In March’s episode of Quality in Training, BPA Quality’s Director of Analytics, Matt Gryntysz, will drop by to explore the topic with your host, Helen, in an engaging and actionable way. So if you’re committed to making sure you’re maximising the value of your efforts in the speech analytics space, you'll definitely want to check out this Live with Matt... He’ll break down key pitfalls on the way to boosting value from this often misunderstood, but hugely powerful business tool, as well as outlining the Top 10 Signs You’re Not Getting Enough Value from your Speech Analytics solution, and his hot tips for improvement! 🔥 Don't miss this conversation – register now to get the nod when Helen and Matt go live on March 22nd 😎

As part of our efforts to enhance how businesses support customer and employee vulnerability, our very own Helen Beaumont Manahan joined the Vulnerability Registration Service and the National Support Network on a webinar to discuss ‘Supporting your team in supporting #vulnerable customers’. The full video is available via the link in the comments. Get in touch if you want to know more about how you can effectively respond to #vulnerability, develop #empathy, and reduce #EmployeeBurnout. #customerexperience #training #excellence #WeAreBPAQuality

We couldn’t agree more, Chris! #CX #excellence #humansupport