Like agents in a traditional call center, virtual call center agents (or home-based agents) handle in-bound and/or out-bound telephone calls. The difference is that they work from their own home offices. Companies either utilize virtual call center agents themselves (i.e. Hilton Hotels, 1-800 Flowers) or contract to provide virtual call center telephone support for others.
Virtual call center agents may do telemarketing, customer service, third-party verification or technical support for in-bound or out-bound calls. Depending on employers, agents may provide only one service or their workload may vary.
Typically the virtual call center agent provides and maintains all home office equipment and services required to do the job.
Type/Length of Employment:
Compensation:Pay ranges from minimum wage up to $30 for specialized positions. Typically most jobs pay closer to minimum wage. Those hired as independent contractors typically incur more costs than those hired as employees.
Payment Type and Frequency:Virtual call center agents are paid on a per-hour, per-minute or per-call basis. For more details, see this article Call Center Pay Structures. Most are paid at bi-weekly or monthly intervals.
Geographical Requirements/Time Away From Home Office:Virtual call center agents rarely need to work away from their home office. Even training is usually done from home. However, many companies have geographic requirements and only hire from certain U.S. states.
Child Care Arrangement:
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