Telecommuting That Works: Strategies for Utilising Remote Agents
One of the toughest challenges facing Contact Centres is always the ability to match up the available workforce to the peaks and valleys of call workload. Another challenge is retaining a Contact Centre workforce over the long-term. Many Contact Centres today are finding that a remote staffing arrangement where some or all of the Contact Centre agents work from home is an effective solution to both these problems, in addition to reducing office space. In this seminar, you’ll learn to build a business case for telecommuting workers, including a look at all the advantages and disadvantages of remote staffing, along with the cost implications. You’ll get a checklist of the ten components in setting up a successful telecommuting program and hear five case studies of companies that have successful work-at-home solutions.
Students will learn to:
– Outline the advantages and disadvantages of remote staffing, from both a staff and company perspective.
– Identify the cost components of setting up this arrangement and calculate potential savings.
– Outline the operational components of implementing a remote solution.
– Identify what to do and not to do in setting up remote agents from companies who do it successfully.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.