Josh Elledge - Chief Executive Angel
The next time you make a call to Hilton Hotels, J. Crew, Express Jet, the Home Shopping Network, or any number of online and brick-and-mortar businesses, you could be talking to a call center agent working from home in their PJ's. If you're a mom (or dad) who would rather stay home or need to stay home and want to work from home, either part-time or full-time, one solution is to get a job as a call center agent.
Dozens of companies outsource customer service operations to third-party companies who then hire home-based workers or “agents” to take calls and orders. Some companies are also using work-at-home agents to support customers via email and live chat. If you've had any experience, education, or training in customer service, this will further your chances of snagging an online customer service or call center job.
Most at-home call center jobs require an up-to-date computer, a high-speed internet connection, a phone with a dedicated land line, a quality headset, and a quiet place to work.
Although there are numerous online agencies who hire at-home agents, let's take a look at three:
As an independent contractor providing services to LiveOps' clients, you are your own boss. You have the freedom and flexibility to set your own schedule and work on your own terms. Positions with LiveOps include customer service, inbound sales, financial services, and licensed insurance sales. Most of the clients' calls are inbound sales calls, where a caller is responding to an attractive offer on TV or in an advertisement.
Due to the sensitive information that agents handle, LiveOps does require a background check that you have to pay for in order to become an agent. Normally, having to pay for anything upfront smacks of a work-at-home scam, however, LiveOps is a legit company. They pay an average of $10-12 hr. and up to $30 for independent licensed insurance agents.LiveOps rated a 2.8 out of 5 from 131 reviews according to Glassdoor.com.
Alorica (formerly West at Home)
All Alorica agents are fully trained before starting their jobs and are paid an hourly wage for training. According to their Benefit FAQ's, Alorica offers pay schedules based on a per minute, per call OR guaranteed hourly rate. Since agents are employees, they must receive the minimum wage in their state. When not enough calls come in for an agent to earn minimum wage on a per-call or per-minute rate, the agent receives the state's minimum wage. Tasks range from customer care, live chat, email, and incoming sales calls. You'll be assisting a number of companies by handling their customer support.
Just like LiveOps, Alorica requires a background check that you have to pay for. When starting out with a job requiring a background check (generally around $35), it may take a little time to get to a “˜break-even' point and start earning.
Working Solutions says it was the first company to utilize an entire workforce of home-based customer sales and service agents. Jobs include customer service, technical support, sales, and specialized skills such as corporate travel bookings and bilingual services. All agents are independent contractors, which once again affords you flexibility. The average agents earn anywhere from $8 – $18 an hour or more. This company had the highest rating of 4.2 stars out of 5 and 98 reviews on Glassdoor.
If you're wondering whether or not you would be a good candidate as a call center agent, think back to a time when you've experienced really good customer service over the phone. Would you have been able to deliver that same kind of service?
A good customer service agent should have:
– an outgoing and energetic attitude.
– good listening skills.
– an ability to multi-task.
– excellent problem-solving capabilities.
– good grammar.
– computer skills with basic programs (Windows, Excel, Word, etc.).
– a pleasant and friendly manner.
– an ability to deal with difficult people.
– good typing skills.
– accuracy and attention to detail.
Each agency that hires at home call center agents has their own set of requirements. Before applying to any agency, be sure to go through all the information on their website to determine if it's a good fit for you.
The next time I talk to a customer service rep, will I be talking to you?
