Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.

Recruiting, Selecting, and Managing Home-Based Agents

At-home agent  models for customer service have quickly grown over the past few years. Recent workforce trends have accelerated adoption of at-home agent programs for call centers to reduce cost. In this workshop we will review the trends as well as discuss how to recruit, select the “right” staff,  and manage your at-home agents.

What you will learn:

  • The benefits of hiring the home based agent
  • Review of the Call Center At-home Agent Best Practices
  • How to recruit and select the remote agent via the interview process
  • How to manage the home-based agent
  • How best to train remote agents
  • How to motivate remote agents
  • Call center technology requirements

Workshop Details:

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) working with your real world team challenges as skills practice examples
  • Maximum 25 attendees
  • Audience: Call center hiring managers


NOTE: Please fill out the following form completely in order to request more information about this workshop.

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