Virtual call centers offer people with disabilities one viable work-from-home option. Many companies today employ people to answer phones without ever having to come in to a central work location. The company saves on building space and equipment costs while retaining more of their workforce. You, the employee, get some perks out of the arrangement as well.
Virtual call center jobs offer several benefits over the traditional work model of traveling to the office every day.
• Flexible Hours. You can pick and choose work hours to suit your schedule, whether you prefer nighttime, part-time or alternating hours for different days of the week.
• No Dress Code. There’s no need to spend a small fortune on a work wardrobe when no one can see if you’re in your pajamas.
• No Commute. Forget about sitting in traffic, putting all those miles on your car, or waiting for the bus. If you’re at home, you’re also at work.
You may be hired by a single company to handle calls. Hilton Hotels, 1-800-flowers and Jet Blue are some of the best known virtual call center employers. Or you may work for one or several smaller companies that have contracted with an outsourcing company to procure virtual call center personnel. Outsourcing companies such as Alpine Access are actively hiring more than a thousand new employees annually, according to a recent article in The Wall Street Journal.
Virtual call center agents generally perform one or more of the following tasks:
• Customer Service.
• Telemarketing.
• Third-party Verification.
• Technical Support.
Telework Skills
Depending on which area you’ll be working in, you’ll need particular skills and perhaps experience. Good grammar and a professional voice are important. Previous employment in telemarketing is a bonus, but retail sales or other customer service positions can help you get hired. Often, basic math and writing skills are desirable, as well as familiarity with word processing. Many companies require proof of graduation from high school or a GED, and eligibility to work in the U.S.
Telework Equipment
You’ll be expected to provide and maintain some basic equipment, most or all of which you already have. While every company’s specific list will differ, here are some common requirements:
• Desktop PC. Most employers frown on Macs and laptops.
• Broadband Internet Connection.
• Land Line with Corded Phone.
• Instant Messaging Account. AIM and Yahoo Messenger are free to download.
• Email Account. You may be required to have an account with a specific provider.
• Web Browser. Internet Explorer and Mozilla Firefox are the most common and free to download..
• Printer. Only certain companies require a printer.
• Quiet Work Space. Some employers require a room with a door, or even a locking door.
Payment Options
It’s difficult to compare your options when compensation can vary considerably from one company to another. There are three payment methods:
• Per Call.
• Per Minute.
• Per Hour.
Telecommuting Hiring Process
Virtual call center agents are usually hired over the phone and receive training on their computer. Avoid companies that want to charge you for training. The only up-front fee you should be asked to pay is a small (about $50) amount for a background check.
Some work-from-home employers require that you work a minimum number of hours weekly, while others won’t guarantee a bottom line. If you’re an independent contractor, working for more than one company at a time may help boost your income.
