Struggling with staff?

Ready to embrace the thriving world of virtual teams?

This 60 min webinar is for strata managers wanting to learn more about setting up and managing a “virtual” (or offshore) team, from colleagues who are already successfully managing their own, so you can run an efficient back – or front! – office while you focus on stepping up into the position of trusted professional advisor.

Strata lawyer Amanda Farmer and special guests will cover:

– why they made the decision to go virtual and never looked back
– how they train and manage a virtual team
– the 3 biggest mistakes you can make with a virtual team and how to avoid them,

and more, including answers to your questions asked live on the webinar.

[1 elective CPD hour]

ACCESS AMANDA’S SLIDES HERE

3 Responses

  1. Question from Sean: Many people have a negative reaction to the concept of off-shoring – for instance, people seldom talk favourably about offshore teams for Telstra for instance. How do you all reassure your clients of the benefits they will realise from your offshore teams?

  2. Great question Sean. In my experience, the “proof is in the pudding”. If you train your team well, they will deliver excellent service and there will be no cause for complaint. I sense the dissatisfaction with companies using offshore teams is due more to a lack of training than the fact of offshoring. For example, in my business recently, Richelle and Cristina have been taking a more ‘front office’ role and speaking to our members over the phone. That’s not something I’ve been comfortable with until now (and Richelle has been with me for 6+ years!) We have a solid procedure around phone calls and we practise them to make sure the team is able to deliver the right solution and not send our clients around in circles. My recommendation to companies just starting out with an offshore team would be to start in the back office – non-client facing work – and progress from there only when the team member is completely competent and confident.

  3. Answer from Natalie Fitzgerald: Unfortunately this attitude I think is with thanks from the telco’s back in the day off-shoring call centres without enough training, it’s frustrating.

    Generally, there is no need for clients to know your team members are off-shore. Some of the things I considered when choosing where to look for an off-shore team were time difference and English as a national language, which deals with barriers like language.

    I’d also avoid client contact until you are totally confident your team member is confident.

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