Demand Grows for At-Home Employees
More companies are looking for virtual customer service reps: how to get in.
Aug. 9, 2007 — -- The home-based customer service industry is exploding, which means the need for people to answer inbound phone calls for big businesses from the privacy of their home offices, instead of overseas, or in traditional call centers, is greater than ever.
The three companies we have focused on — Alpine Access, Arise and LiveOps — tell us that they will hire 10,000 more agents combined, between now and December, to prepare for the holiday rush and new clients signing on.
In addition to being a self-starter with strong customer service skills and computer proficiency, there are some specific skills currently in big demand. Companies look for bilingual agents, health-care agents, licensed insurance agents and tech support. Exceptional sales and customer service experience continue to be in high demand, as well.
Agents earn between $8 and $20 an hour, sometimes higher for specialized skills and for commission incentives. You are responsible for providing and maintaining your own computer, land line and high-speed Internet service, just as you would for any home-based business. Those costs are not covered or reimbursed.
There are some key tips and tricks to keep in mind to get hired.
Treat virtual interviews just like in-person interviews. You can't be any less professional, just because you're not sitting across the desk from an interviewer. No background noise — like crying babies, barking dogs or TV.
The interviewer is judging your phone and typing manner, because your voice will be the virtual face of the company. Give yourself 60 minutes of uninterrupted time to do it right.
Practice the scripts. The decision makers tell me that one place where people stumble during the application process is the voice test. Applicants are required to read a script with enthusiasm, which can be very difficult.
If they can't do it effectively, they're often rejected. Here are two sample scripts used during the application process, so try them — and perfect them — on your own before applying:
