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OnDemand Course

Hiring, Training and Managing a Customer Service Agent With No Walls

With the ever growing popularity of virtual workforces, the way call centers recruit, train and manage customer service representatives has evolved.

Attracting a customer service representative who has the skill sets to work outside of the traditional brick and mortar location has proven to be challenging for call center leaders looking to take advantage of a workplace without walls. Just as daunting are the decisions that have to be made around how that virtual employee is trained and managed throughout their tenure. This OnDemand Webinar shares the lifecycle of a virtual call center representative with World Travel Holdings. This organization sent its first employees home almost 10 years ago. This experience provides a unique opportunity to hear best practices from recruiting/training to managing employees that are never seen. You will walk away with a great case study on how to successfully deploy or enhance your call center's work at home strategy.

87 minutes
Certificate of Completion
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Recruiting for a Virtual Call Center - The Virtual Customer Service Representative Requires a Unique Subset of Competencies to Be Successful in a Remote Environment

  • Core Competencies, Applicant Tracking, and Assessment
  • Technology/Considerations
  • Logistical Requirements

Training - It Can Be Difficult to Keep Virtual Representatives Engaged in the Learning Process; That Task Is Amplified When They Are Not in a Physical Call Center - But It Can Be Done Very Successfully

  • Highly Interactive On Boarding Program
  • Technology Considerations
  • Tracking/Measuring Performance

Managing - Keeping a Customer Service Representative Connected With Their Organization's Culture and Engaged Is Key to Their Long Term Success

  • Best Practices for Managing a Virtual Customer Service Workforce
  • Tools for Compliance
  • Engagement Best Practices
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on March 19, 2013.

Call 1-866-352-9540 for further credit information.

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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Stacy Lowman

Stacy Lowman

  • Seasoned training and development, human resources and communications professional
  • Conducts regular seminars and workshops on a far-reaching set of business topics within areas of expertise (HR, training, call center, virtual workplaces, and corporate communications)
  • B.A. degree in communications, University of NC at Greensboro; completed a mini M.B.A., management certification, Rollins College
  • Can be contacted at [email protected] or on Twitter® @StacyLowman
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More Program Information

Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • OnDemand Courses
  • Live Webinars
  • MP3 Downloads
  • Course Manuals
  • Executive Reports
  • White Papers and Articles

Additional benefits include:

  • State Specific Credit Tracker
  • All-Access Pass Course Concierge

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 390325
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