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Job Profile: Virtual Call Center Agent

By Laureen Miles Brunelli, About.com Guide

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Job Description:

Virtual call centers are work at home jobs in which people work for companies that either utilize their services themselves or contract to provide telephone support services for others.

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.

Learn more:

Experience/Skills/Education:

Previous experience in telephone customer service is highly desirable. Some companies will accept customer service experience in retail or other non-phone positions. Companies look for applicants who are self-motivated with good grammar and a professional phone presence. Typically, basic math and writing skills as well as knowledge of word processing systems are expected. A high school diploma or GED is usually required. Many require proof of eligibility to work in the U.S. For more information see this Virtual Call Center FAQ

Type/Length of Employment:

Companies hire virtual call center agents as both telecommuting employees and independent contractors. Part-time and temporary arrangements are common; however full-time work is often available as well.

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.

Hiring Process:

Most companies hire work-at-home phone agents without a face-to-face interview. Typically online skill assessment tests and phone interviews are used. Background and credit checks are common. Some companies make applicants pay for these.

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.

Schedule Flexibility:

Among the many companies hiring virtual call centers, there is an array of schedules available. Some require agents work some weekend or evening hours, while others don't offer weekend and evening hours. Likewise, some require a minimum commitment of hours, while others make no guarantees about hours available. Most, particularly those that hire independent contractors, have no restrictions against agents working at a different company as well.

Child Care Arrangement:

Those with young children will need to make child care arrangements. Only children who are self-sufficient, except in an emergency, can be in the home without another adult supervising them. Since cordless phones are not allowed, an agent cannot move from her station to take care of a child.

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