Managing Remote Contact Center Teams

  • How to set up a team of remote agents and implement consistent working procedures
  • How to use video conferencing and instant messaging apps effectively
  • How to provide effective feedback and create growth opportunities for remote agents
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

For a supervisor, leading remote teams has unique challenges since face-to-face contact with the agents is widely absent. How do all team members obtain all important information even from a distance? How can you, as the supervisor, create trust so that all team members are motivated to work towards the same goal? How can you support each individual employee optimally even without personal contact? All these questions are addressed in this course. After completion, you will be optimally prepared to lead a remote contact center team.

Who should take this?

  • Anyone who manages and supports remote frontline staff in a contact center
  • Supervisors, team leaders, team managers, coaches, and call center managers


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h 10 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Leading Remote Contact Center Teams

Managing agents from a distance

Leading Remote Contact Center Teams

Are you, like so many other contact center leaders, currently facing the challenge of getting your teams up and running in a remote set-up within a short period of time? This unit will prepare you to effectively manage the challenges of leading a remote workforce. It describes the benefits, challenges, and best practices for managing remote teams.

These days, there are numerous tools and applications on the market that facilitate the organization of remote teams and enable smooth/effective communication. This unit provides an overview of the most common tools, their unique features and how to use them effectively.

Moreover, trainees will understand in what way communication has to adjust to the new distant setup. Providing feedback, coaching and guiding without any personal contact requires particular skills to establish trust and keep agents engaged.

Upon completing this unit, you will be able to:

  • Use the appropriate tools to organize remote teams
  • Make sure your employees have all information they need to do their job remotely
  • Communicate effectively using video conferencing and instant messaging.
  • Support your remote staff in achieving their performance goals through feedback and coaching
  • 4 modules
  • 1 h 10 min

Included modules and learning aims:

  1. Introduction 05 min

    • Understand factors that can make remote work especially demanding
    • Know about the benefits of a remote contact center workforce
    • Get a brief overview of what to expect in the modules of the course
  2. Provide Consistent Procedures 15 min

    • Know what information a team of remote agents should have access to
    • Learn about different ways to organize this information
    • Know how to involve the team in setting up remote work procedures
  3. Adjust Communication Structures 25 min

    • Understand the effects of management without face-to-face communication
    • Get an overview which communication tools exist in the market
    • Know how to use video conferencing and instant messaging apps effectively
    • Understand when to communicate over a video call and when to communicate via instant messaging
    • Know how to moderate video conferences
  4. Keep Remote Agents Motivated and Engaged 15 min

    • Know how to provide effective feedback and conduct coaching sessions for remote agents
    • Know how to create growth opportunities for remote agents
    • Learn how to build trust between yourself and the remote staff and amongst the team
    • Learn about unique challenges that occur with mixed teams of remote and in-house agents

Mastery Certification: Managing Remote Contact Center Teams

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

22 questions 10 min

Mastery Certification: Managing Remote Contact Center Teams

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Pricing options for Managing Remote Contact Center Teams

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Managing Remote Contact Center Teams below. If you apply for bulk pricing, please contact us to place your order.

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To purchase right now, please find our current pay-per-seat pricing below.

1 - 4
$59.00 per user
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$50.15 per user
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$41.30 per user
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30 - 59
$35.40 per user
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60 - 99
$29.50 per user
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The Managing Remote Contact Center Teams course is designed by call center experts to provide a practical and engaging learning experience. Start today.