Managing a Successful Virtual Call Center  
2-day instructor-led, virtual classroom course, $999
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Overview

The Managing a Successful Virtual Support Center training course is designed for leaders and managers who wish to learn essential concepts, strategies, and techniques required for developing and deploying a successful remote support center or managing an existing one effectively. The course materials include best practice terminology for the virtual support team and process requirements for remote workforce, as well as human resources' role in the virtual delivery center.

By participating in this training seminar, you'll learn:

  • How to develop a business case for a remote support center

  • Strategies for designing an effective remote support center

  • Best practice interaction methodology for telecommuters and remote support professionals

  • Effective training techniques for teleworkers and remote support teams

  • How to enhance your current processes to accommodate a teleworkforce

  • How to establish and maintain performance metrics and Key Performance Indicators for remote support professionals

  • How to manage conflict with your teleworking support team

  • About the technology involved and its role in a remote support center

  • How to develop communication channels that optimize your remote support center

Agenda

Chapter 1

  • Introduction
    • History of virtual support
    • What drives organizations to provide virtual support?
    • Going Green with virtual support
    • Who is a virtual support manager?

Chapter 2

  • Developing a Business Case for your Virtual Support Center
    • ROI model basics
    • Including performance enhancement as an additional component to your ROI model
    • Marketing your business case for your virtual support center

Chapter 3

  • Best Practice Service Skills for the Virtual Support Manager
    • Reinforcing the customer service basics in a virtual support center
    • Customer interaction basics
    • How to communicate effectively as a virtual support manager, remotely or from a traditional support center
  • Remote Workforce Best Practices for Support Professionals
    • Physical layout and your workspace for your virtual team
    • Ergonomics
    • Voice/privacy
    • Establishing a routine with your virtual support team
    • Setting and managing expectations

Chapter 4

  • Technology for the Virtual Support Center
    • Telephony (VoIP or traditional)
    • ISP and your network connectivity
    • Computer/desktop
    • Remote access to customers
    • Chat and interaction management
    • Incident management access
    • Communicating technology challenges
    • Emergency procedures
    • Working effectively with technology challenges

Chapter 5

  • Best Practice Communication for virtual support manager
    • Communicating with your remote co-workers
    • Communicating with your virtual team
    • Communicating with your customers in a remote environment
    • Escalation of requests and follow up
    • Organizational compliance and the role of the Virtual Support Manager
      • Customer compliance

Chapter 6

  • Virtual Support Manager training programs
    • Company initiation and assimilation
    • Technology training
    • Virtual technology training
    • Customer specific training
    • Testing
    • Remote access and validation of success for virtual support professionals

Chapter 7

  • Performance Management
    • Developing a performance management plan
    • Reporting metrics
    • Frequency
    • Objective assessment of performance
  • Service Level Management of the Virtual Team
    • Comparative analysis
    • Continuous improvement

Chapter 8

  • Team Building in the Virtual World
    • Establishing a footprint for team success
    • Team building communication exercises
    • Creating a “virtual open door policy”
  • Team Rewards
    • Balancing traditional rewards and the virtual team
    • Creating a balanced recognition program

Chapter 9

  • HR Best Practices Related to the Remote Support Professional
    • Job description for the virtual support professional
    • Profile of a successful virtual support professional
    • Best practices for recruiting virtual support professional
    • Remote interviewing and hiring
    • Handling new hire training
    • Ongoing management of the virtual support professional
    • Ensuring career paths and success of the virtual support professional

Registration Fees and What's Included

The per student registration fee for this seminar is $999 and includes online course, course materials, and certificate of completion.

To register, follow the "Book Now" link or please call (708) 246-0320

Seminar Schedule
Feb 22-23, 2012 8:00 AM-5:00 PM ET Virtual Classroom
Apr 11-12, 2012 8:00 AM-5:00 PM ET Virtual Classroom
June 20-21, 2012 8:00 AM-5:00 PM ET Virtual Classroom

Click here to learn about Click here to see the entire seminars calendar, dates & locations


Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of 300.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $300 toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Seminar agenda subject to change.

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 2008-2012  Resource Center for Customer Service Professionals LLC.  All rights reserved.
Last modified February 8, 2012