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Training, Development and Coaching
with personality!

High impact core skills training and coaching for contact centre advisors and leaders. We boost your team’s skills, confidence and customer outcomes where it’s needed most.

Take things to the next level

What it’s like to
work with Boost

We ‘speak’ contact centre

Generic training? No thanks. We understand that contact centres have unique challenges and our content reflects that with relevant, relatable scenarios, tailored to your organisation.

You get added value

We work with contact centres day in, day out so know what’s new in the industry. We pass our learnings on to you, sharing quick wins, connections and insights.

You enjoy effective learning

Our in person training is developed using adult learning theories that support people to understand and adopt what they learn quickly and effectively.

We’re on your side

We are as invested in your team’s development and success as you are. No slopey shoulders here!

We build a trusted relationship

Boost is built on the fact that we’re credible, reliable and you can trust us to deliver. Every customer we’ve worked with has invited us to work with them again.

You have clarity

We want you to see us as your safe haven amid the chaos. We’ll be clear on the steps you need to take to achieve your goals, and how we can help you get there.

So you get
better results,
faster

Our programmes
are designed to
make learning stick

Contact us

    Conversations with Customers

    Enable your contact centre advisors to deliver outstanding customer service. Think skills like empathy, rapport building, objection handling, questioning and listening. We work with your organisation to uncover the skills that will make the most difference to customer outcomes, with specific scenarios adapted to your business. Typically includes multiple sessions with group and individual activities to keep learning alive between sessions.

    Skills Boost Programme

    Our flagship leadership development programme. Bring your contact centre and operations leaders and managers together to learn – it is the new raft building! Over 6-9 months, your people support each other as they boost their leadership skills and learn about themselves and each other as they go. Your organisation chooses the skills boost modules most relevant to you, and we deliver them on site, in person, with activities between sessions to keep the learning alive. Suitable for new and experienced leaders.

    Developing Professionals Programme

    A one to one coaching programme that gives people time and space to reflect on their performance, consider their goals and take action on doing things differently and better. This repeatable programme includes six sessions, typically comprising four coaching sessions, one skills session and a profiling session. Also ideal for senior leaders whose team is on the Skills Boost programme.

    Training Skills

    Support your trainers to design and deliver engaging, effective training programmes. Starting with the psychology of learning, this three day programme teaches trainers how to excel at every stage of the training cycle (learning needs analysis, design, delivery and evaluation). We deliver this in house to role model great training practice, and tailor the content to your organisation’s specific challenges. We supply resources for activities to complete outside of the classroom, so they can be used time and time again by your team.

    Training and Coaching in Contact Centres Peer Group

    Our way of getting like-minded professionals who work in training and coaching in contact centres together! Share ideas, get inspired and keep up to date with what organisations are doing. Past topics include induction, speed to competence, learner journeys, neurodiversity in learning, effective coaching structures, feedback models and more. Free to attend by invitation only, you are welcome to contact us if you are interested in attending.

    Bespoke Interventions

    Do you know that something needs to change but aren’t sure what? Book a call to discuss the challenges your contact centre is facing with one of our experienced team. We’ll listen to your needs, and recommend next steps. If required, we can then design a bespoke intervention that works for your specific organisation.

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What our clients
have to say

  • Nicola has helped us to foster a team spirit as well as helping us learn, develop and have a greater impact with our customers.

    Jamie Gough
    Head of Sales and Service Effectiveness, RS Group

  • Boost have supported us with Coaching Skills training for our Team Managers. The shift in thinking has been brilliant. The team got so much out of the training and are still putting things to practice.

    Nicola Clark
    Senior HRBP, Specsavers

  • We are so grateful to have Boost back with us and making a difference for our people and our members. Thank you all.

    Naomi Thompson
    Head of Organisational Development, Benenden Health

  • Nicola and the Boost team have a great ability to understand what’s really needed very quickly through questioning and discovery.

    Andrew Johnson
    Training Director, Groupe Atlantic UK, ROI & NA
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Meet Team Boost

Nicola Callan

Founder
Nicola builds relationships fast and is highly credible, personable and dedicated to working with Boost’s customers to get the results they are looking for. Skilled in finding ways to bring learning to life and embedding key messages, Nicola takes a truly collaborative approach with the people she works with.

A qualified coach and mentor with a background in consultancy, Nicola is adept in being able to get to the root of the challenges you face and provide pragmatic, bespoke and effective solutions that work.

Claire McMahon

Learning Facilitator
Claire is a committed and experienced learning and development professional, leading or supporting customer facing teams for over 20 years. Her inclusive and no-nonsense approach allows people to develop and thrive and enjoy themselves along the way.

A skilled Coach, truly invested in helping Leaders see their full potential, through meaningful and focused conversations. With many years of operational experience, she can identify with the challenges teams and individuals face, working with them to build success.

Emily Simmons

Learning Facilitator
Emily cares wildly about people and their desires to be brilliant. Following over 15 years of experience within the contact centre industry, she often incorporates a continued spirit and energy into her approach, allowing others to feel empowered throughout their learning journeys.

With a contact centre history of training, mentoring and coaching, Emily enjoys networking within that crowd, learning from others and sharing best practice. She is always eager to work collaboratively and push past barriers.
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