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Tools and Temperament
There are two crucial, must-haves for doing this kind
of work — the right tools and the right temperament.
For tools, a computer, high speed Internet access, a
land-line telephone to handle incoming calls, and a
quiet work space are necessities. There are no exceptions
to these four firm requirements.
Get started by visiting the sites of three leaders in
the field: Alpine Access (www.alpineaccess.com), VIPDesk
(www.vipdesk.com), and Willow CSN (www.willowcsn.com).
Hiring is handled online and on the phone, which mirrors
the type of work you're doing. Expect to be tested in
typing, writing, language and computer skills. And some
companies also require drug testing and background checks.
You need to be a self-starter — motivated to work
without a manager looking over your shoulder. Even though
you're working at home, punctuality is a must. They
will be counting on you to log in at a specific time
to cover the phones. You must be organized to keep track
of your own schedule. And you have to be entrepreneurial.
This is a home-based business, and if you want to succeed,
you really have to focus and go for it. Not everyone
is cut out for this kind of work — you have to
thrive on running your own show.
Business Opportunity or Employment?
Alpine Access is the only major virtual call center
that hires home-based agents as employees. Willow CSN
and VIPDesk, for example, require agents to incorporate
as independent contractors. The main difference is that
contractors must handle all their own taxes. Tens of
thousands of agents do this with ease — it's like
running your own home-based business, which makes that
entrepreneurial sensibility even more important. All
three of the companies will allow you to decide the
types of clients you'd like to service. If you love
flowers, maybe you'll be assigned to handle calls for
a national florist. If money matters are your cup of
tea, then a financial institution could be your client.
Potential Drawbacks
Loneliness and isolation must be considered before you
enter into this kind of work. If you thrive on the camaraderie
of the workplace and you don't like to work independently,
then this isn't right for you. Alpine Access, Willow
CSN and VIPDesk are well aware of this potential problem.
To help agents overcome the isolation, they work diligently
to create a strong sense of community through regional
events, conference calls, contests and mentoring relationships.
Time and Money
Most companies will want you to commit to working at
least 15 to 20 hours a week — otherwise the training
and scheduling isn't really worth it. Some agents work
40 to 60 hours a week if they can handle that volume.
Expect to earn between $8 and $15 an hour, based on
experience, call volume and the type of clients you're
handling. A retailer might not require the same skills
and knowledge as a financial institution, so the pay
scale might differ a bit. Many agents can earn commissions
for successful sales and upgrades on the incoming calls.
Some companies pay based on the number of calls you
take — so you're only paid while you're on the
phone. Others pay by hour, from clock-in to clock-out,
so be sure you ask about how you're paid before committing
to one company over another.
Training is Often Unpaid
You're trained specifically for the company you're handling
calls for, so you'll know their products and policies
inside and out, and you'll learn their technology too.
In some cases, the training period is considered an
investment on your part, meaning you usually do not
get paid for it. For the employer, it helps ensure that
you're really motivated to make money in this fashion.
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