Training for staff that work remotely can often be a concern – how do organizations ensure that home-based staff have the skills, and more importantly self-management and planning capabilities to do their job effectively? The reality is, although working at home does bring in more flexibility to staffing models, it still requires your staff to be every bit as professional, efficient and dedicated, as they would be in a conventional office environment.
This course delivers a multi-faceted approach to training to ensure home-based agents have the same skill sets as those found in a traditional call center, as well as skills unique to their role: critical thinking and information handling, precision in communication, technology know how/aptitude, and the ability to maintain a high level of engagement and remain self motivated.
This program is designed to teach participants how to:
- Learn the skills needed to be successful in a work-at-home model
- Establish “lean-in” learning techniques that ensure employees acquire knowledge and proficiency quickly
- Feel self-motivated to excel in individual roles as a remote staff
Module 1) Customer Service Core Competencies
Module 2) Staying Connected
Module 3) Innovative Thinking
Module 4) Professionalism