By Tory Johnson

Sep 30, 2009 9:15pm

Want to be a home-based virtual agent?

Everyone wants to know how
to work from home as a virtual customer service agent. Some of you think it’s a snap to
get started and you assume everyone is approved. Others know it’s an opportunity—not an easy one, but
certainly a rewarding one—to earn $10 an hour while wearing your slippers.

I work with
two leaders in the virtual agent industry—Arise and VIPdesk, both of which are
actively recruiting now—and I asked them for the lowdown on how to determine if
this may be right for you.

Jared Fletcher, vice
president of Sourcing for Arise Virtual Solutions, and Linda Dickerhoof,
director of public relations for VIPdesk, both agreed to a virtual chat.

1) What are you
recruiting for right now?

Fletcher: As part of an
effort to boost call center resources for the holiday and cruise "wave
season," Arise is seeking 3,000 additional at-home workers. The expansion
follows a move by retail and travel & hospitality companies to boost the
quality of customer service to maximize sales for what is expected to be an
economically challenging period. In addition, we are recruiting for
licensed Florida insurance agents to support our insurance clients.

2) With so many
companies laying off, why do you have such a great need for new agents now?

Dickerhoof: Two reasons. Seasonal rush: We always have a high demand for Brand
Ambassadors in the fall, as our retail clients ramp up for the holiday sales
rush. And new clients!
Companies are realizing that because of the high-caliber of people who work at
home as home-based agents, the end result is better customer service for their
clients, which results in larger sales, higher customer loyalty, and
more. As such, Virtual Customer Care is fast becoming the customer
service solution of choice for many large companies—we are currently both
working with new clients and increasing the amount of work that we do for
current clients.

3) Arise doesn’t hire
agents as employees. Would you
explain the relationship between Arise and its home agents?

Fletcher: It’s key to understand the
business-to-business relationship home-based agents maintain with Arise. Arise
Certified Professionals (ACPs) are independent business owners that manage
their own businesses. An Arise Certified professional (ACP) is required to
establish a Virtual Services Corporation in order to contract with Arise under
a Master Services Agreement to receive calls from people requesting products or
services from Arise clients.

There are tremendous benefits for you as
a Virtual Services Corporation. You are free to choose the clients you wish to
service as well as when and how often you work within the guidelines of a
service contract.

As an Arise Certified
Professional providing customer interaction services through your Virtual
Services Corporation, you choose the clients and the applications you wish to
service from the list of available certification courses for which you are
qualified.

4) There are often
misunderstandings about the amount of work and when someone is required to
work. Help!

Dickerhoof: The first misunderstanding that I often
hear about working as a home-based agent is workload. Home-based agents
get one customer contact (i.e. call or online chat or email) after another
after another. They aren’t just sitting around, they respond to many client
inquiries per hour.

Scheduling is actually
done based on agent performance. The better an agent does in regards to
meeting expected client metrics, the better schedule they get.
Unfortunately, just because someone wants to work (for instance) Mon, Wed, and
Fri from 10-4 doesn’t mean that they will get this schedule if someone who is a
better performer than they are also wants those hours. We recommend that
when Brand Ambassadors enter their available hours, they enter their “real”
available hours, not just their “dream” schedule, as a way to help increase the
hours available to them.

5 ) What’s the average
pay?

Dickerhoof: The average Brand Ambassador makes
$10-$12/hour.

6) How do I know if this is right for me? What are the skills and
equipment required?

Fletcher: Successful Arise agents share the
following characteristics:
they possess tremendous entrepreneurial skills; they are
self-motivated; they are professional and capable of providing a high level of
service; they enjoy the freedom that running their own business allows them;
they are positive and optimistic; they are tolerant and accepting of differing
viewpoints; they are comfortable with numeric reasoning; they log-in on time
and honor all time commitments; they have basic computer skills; they are
self-motivated and conscientious.

7) Who should potentially think
twice?

Dickerhoof: If you really need someone “looking
over your shoulder” and aren’t good at motivating yourself to work when you
aren’t in an office (if everyone is honest with themselves, they can answer
this), it might not be for you.

8) What’s the process for
training? Will I have to pay for my own training—if so, why?

Fletcher: Certification
courses to service a particular client can take between one to five weeks. Some
are instructor lead others are self-pages — all are virtual.

This opportunity is a
business-to-business (B-to-B) relationship. As a business owner, you are
responsible for any investment related to the operation of the business and
that includes the cost of training.

Dickerhoof: We offer—free of charge—a certification
program for our Brand Ambassadors that lasts about two weeks. This
program is 100% virtual—utilizing instructor-guided training done via the
internet/phone. Certification is client specific—as all VIPdesk Brand
Ambassadors work for only one client at a time. In the certification
program, you learn everything that you need to know to represent the client
effectively to their customers.

9) What are the costs
to get started?

Dickerhoof: There are no costs to get started—no
costs for certification, background check or credit check. VIPdesk assumes all of those costs as a
matter of due diligence to ensure that we represent our clients in the best
manner possible.

Fletcher: The average investment ranges from $400
to $600 if your computer is already in compliance with Arise’s minimum
requirements. This covers the estimates below [which are subject to change]:
National Background Check Fee ($13-$26); Incorporation (approx. $100);  High-Speed
Internet Access ($50/month);  Phone Equipment ($100);  Dedicated Phone Line
($50/month);  Basic Certification Program ACP101 ($99).

Of the above stated
expenses, only the $99 ACP101 registration fee is payable to Arise to
participate in basic certification. The other costs are payable to third-party
vendors unrelated to Arise. Client certification programs range from $50 to
$225 and are payable to Arise.
Most Virtual Services Corporations are able to recover their investments
in the first two months.

To learn more and apply,
visit Arise.com and VIPdesk.com.
You may also be interested in exploring Working Solutions, Alpine Access
and LiveOps. As you can see,
no two companies have the same policies or protocols, so research several in
this industry before deciding what’s right for you.

User Comments

I have applied with both of these companies and am currently with Arise. There were two reasons I chose to go with Arise. The first is they have been in the virtual contact center industry longer than any of the others (since ‘97 I believe). VIP desk told me they have been ‘around’ for years, but only recently (within last few years) launched their work at home agent model.
The second reason was pay. I have maintained a $12 / hour average over the last few years with my clients.
Yes, with Arise you have to invest… you also get to work with the client you want when you want … you are basically self employed. As a mom- this is PRICELESS. I no longer miss family events and I can take time off when I want. You do have to pay your own taxes, but I also get added deductions as a small business owner.
The bottom line is to do your homework on ANY company before signing up. Educate yourself and know the facts. So, there is my two cents – or rather $1.50 :-)
Suzette
http://wahwondermom.wordpress.com/

Posted by: Suzette | October 1, 2009, 11:48 am 11:48 am

Hi Tory, I am recently layed off and looking for employment, office, internet or secret shopper. Really, thinking seriously about a work from home job, no scams jobs wanted. :) Can you help !!
thanks,
Joann

Posted by: joann | October 8, 2009, 9:28 pm 9:28 pm

I heard of a segment that you did on GMA with Diane Sawyer for work at home online jobs. Can you suggest a way for me to view or get a transcript of that segmant as i am interested in working at home online, but i am afraid of non legitimate online sights. I have looked on GMA’s website and could locate it in its entirety.
thank you,
cindy price

Posted by: cindy price | October 14, 2009, 10:56 am 10:56 am

Hi Tory, I am a mom of 5 who is currently on maternity leave from my job as a Chef in one of the most leading Hotels here in Vegas. I am finding that being with my kids is much more fulfilling than any “job” out there. So with that being said & 5 kids to raise I realize that I have to do something. Do you have any suggestions? I know the virtual call center sounds great but i’m sure it has to be quiet & well I haven’t had quite in my house in 8 yrs. lol. Just asking for suggestions not miracles. Thank you so much!

Posted by: Corrine | November 16, 2009, 3:22 pm 3:22 pm

I am looking for a way to earn income and remain home with my three children. I have looked at on-line options to work from home but how do you know if they are legitimate? It scares me! I know there are real opportunities out there, but research is the key. Is there a way to verify these companies? I know that next week will be the last for my job and I have been trying to prepare. I have been applying for all kinds of employment over the last couple of months without success.

Posted by: Michelle | November 18, 2009, 9:43 am 9:43 am

hi tory i was just wandering if you knew about a job that i can do from home? with out having to invest on it, i do have experience on front desk cler/bilingual i been trying to find a job but i can’t find one that i don’t have to invest on it can you please healp me?

Posted by: karla mejia | November 22, 2009, 1:30 am 1:30 am

A Virtual Personal Assistant bring reliability, competence, creativity and other great characteristics to your business without the insane costs.

Posted by: Bob | December 16, 2009, 3:01 pm 3:01 pm

My husband is looking for a job he can do from home. What do you know about the “Survey Club.com” ?

Posted by: Pam | December 21, 2009, 3:28 pm 3:28 pm

Hi Tory,
I am having major back problems and I don’t think I will be able to do my job much longer with this problem. I would like to try to do something online at home. Can you help? Something legitimate. Would appreciate any help you could give.
Thanks
Mary Beth

Posted by: Mary Beth | December 26, 2009, 11:45 pm 11:45 pm

Hi Tory,
I’ve been layed off from work for 6 mths and looking for employment really, thinking seriously about a work from home job, no scams jobs wanted. Can you help !!
Thank u,
Candice

Posted by: Candice | December 28, 2009, 8:33 pm 8:33 pm

looking for a home based business one that can utilize my people skills as well as creative selling talents

Posted by: deb warrek | January 5, 2010, 9:55 pm 9:55 pm

i lost my job as a cashier / host / running floor. i can’t fin a job any where and my husband lost his as amanurger so we don’t have any income just unemplment. i love in Jacksonville fl. what to do

Posted by: Kathy | January 19, 2010, 5:05 pm 5:05 pm

The Virtual Assistant can be the perfect assistant for companies. This is because companies get the results with less of the cost and less of the stress.

Posted by: Bob | February 1, 2010, 6:11 am 6:11 am

Do you know of any online or stay at home jobs in Ontario, Canada?

Posted by: Mike | February 16, 2010, 11:29 am 11:29 am

Hello Tory,
I am a licensed insurance agent seeking to expand my home business with inbound customers calling looking for insurance products from health, final expense, life, term etc. Do you know of any companies seeking licensed agents to sell insurance products online from their home office. Already contracted with liveops.

Posted by: Denise Garrette | March 2, 2010, 12:07 pm 12:07 pm

This is my fourth client with Arise and I have not taken one call.And there are several reasons 1) Arise has NO SUPPORT even though you pay for 24/7 support I can tell you horror stories about 4 hour waits for the IT Department and this kind of service you pay for every month. .
I have already spent more than $1500! Jobs that you had to pay for training not only the client but, Arise so they double dipped you . And then they do not monitor any classes ( or very few) so the instructor can run it how ever they feel be it good or bad . I had one that gave up on me after I passed the final when I was having technical issues. I had one who could not control the class making it impossible to role play ( which you need) This one all the way to the end
This was the same one that gave around 2 hours of homework every night . With a class subject matter outline that was so scattered that he would go off ” in left field most of the time”
Then I had a Instructor who did not like me ” for some reason” she would skip over questions that I would ask over and over to try and get a answer then she would skip over my questions and spend extra time helping others
I realize that its working from your home but, for me to make one cent I would have to work months months to make up for the money I had to spend out. I have all the figures if you would like to see them .
Tory please take a look at this or let me send you figures in black and white you will see that it is NOT A Home based business with the employee in mind except for the dollars they pay to them. Saw a class the other Day &225.00 Dollars!

Posted by: Joseph | March 6, 2010, 11:19 am 11:19 am

I was wondering if you could/ would email me a few companys that are hiring for stay at home employees. I do not who is legal or not because there are so many that are out to get you money.

Posted by: Nikki Parker | March 11, 2010, 1:53 am 1:53 am

Tory,
I am a nurse with 19 years of experience in the field. At this point, the way the health care system is going, I am fustrated and unhappy that I can’t make every patient happy. With the demands placed on me as a nurse, I’m burned out. I’m looking for something in which I can work from home, be with my child, and be able to sleep at night. I would greatly appreciate if you could list some ideas or lagit companys looking for people with a medical backround who can work from home.It doesn’t have to be a company who needs someone with a medical backround. I am desperate at this point. I looked into medical transcription, but I hear people who are in that field are having difficulty getting work do to e-records. I also looked into medical biling and coding.
Please Help!!!!!

Posted by: Tammy | March 12, 2010, 3:22 am 3:22 am

Hi Tory,
I’ve recently left my job as an assistant branch manager s o that I can spend time with my beautiful 2 yea old daughter. I am also going back to school. As much as I am enjoying time with my daughter, I am looking for something that I can do from home. Is there typing or data entry jobs out there that you can recommend?
Any ideas or recommendation is greatly appreciated.
Thanks!
Zubin

Posted by: Zubin | March 30, 2010, 2:54 pm 2:54 pm

Hi Tori,
I too remember the work at home segment you had on GMA. Is there any way I can still get that information?
Thanks,
Kim

Posted by: Kim | April 1, 2010, 8:38 pm 8:38 pm

Hi Tori,
I too remember the work at home segment you had on GMA. Is there any way I can still get that information?
Thanks,
Kim

Posted by: Kim | April 1, 2010, 8:38 pm 8:38 pm

Hi Tory,
I am wondering about the legitimacy of the Mystery Shopper job. I called the number I saw in the paper and talked with a person about what was required to perform the duties of a mystery shopper. There are two things that make me wonder. First, they need my credit card or debit card to charge me an initial fee of $2.95 to gain access to their website. Second, there is a $49.95 monthly fee for using the service. I was told that they are registered with BBB. It sounds like a fun way to make money; I just want to make sure it is for real. If anybody has done this mystery shopper thing I would love to hear from them.

Posted by: Penny Huitema | April 23, 2010, 7:33 pm 7:33 pm

HI TORY, I RECENTLY CAME INN CONTACT ABOUT A WORK AT HOME JOB THAT LISTED HOME BASED PLACEMENT WITH JENNIFER JOHNSON TO BE A CERTIFIED AUCTION AGENT TO LIST THINGS ON EBAY BUT IT COST 195 TO GET CERTIFIED. IS THIS FOR REAL?

Posted by: TIFFANY | April 26, 2010, 7:55 pm 7:55 pm

Thank you for this information. I have a nursing background (25yrs) with geriatrics am looking for at home work w/ company that may target this population. Have been a private consultant in my field in an other state am semi-retired and looking for a way to make some extra income and “stay in the game”-not physically able to “play” as I once was.
Thanks for any help you can provide.

Posted by: Mary Montgomery | June 21, 2010, 5:03 pm 5:03 pm

I own a Super VSC in the UK with many many Happy Arise Agents and they all love the idea of working from home – The UK’s View of Arise is that this is the best thing to happen to the UK and they are all grateful for the Opportunity. Shadowing Jared’s comments you do need to be a self motivated person as you work for yourself. Perfomance Delivered Pay etc but this allows Ourselves the Fleixibility and Freedom to work when we want.
I know that this is the ideal balance and I havent looked back since being with Arise.com since Oct 2008.
We started out in Oct 2008 as a Super Arise VSC and it has worked out for Call Catcherz Ltd and we are proudly supporting the Arise ACP’s.
One thing I also wish to mention is that parenting skills on a whole in the UK has dropped immensely and Arise is now supporting many parents find a better work/life balance. The Normal Workforce Bosses in the UK treat Parents poorly and this has a negative inpact on Parenting. We have new Government Legislation but the Emploters are still not listening. Arise is the only Company that has seen one of these affects and what they do is give everyone a better life.
Key Benefits of Arise/Homeshoring
Lowering Costs for Business
Freeom and Choice for Parents
Giving Disabled People a chance to compete on an equal footing
Reducing Co2 Emmisions
Lowering Traffic on the Roads all together.
Give Jobs to Rural Areas and stopping the daily commute.
Do you want to change the way you work or do you want to change a whole country ?? when looked into Arise/Homeshoring is that big an idea and it works very well indeed.

Posted by: Martin Catchpole | June 27, 2010, 7:24 am 7:24 am

Dear Tory, I just read the article Arise Virtual Solutions. I have been laid off since end of October 2009 and no luck yet with securing a job. However, I have created a home-based LLC, have a business license, and would love to contract job opportunities as a Virtual Assistant! Can you please help me?

Posted by: V.B. | June 30, 2010, 8:17 pm 8:17 pm

Hi Tory,
Like many of the other questions I see here, I am also asking about gettimg contact information on crediable work at home companies. I have NO money to invest as I am currently going through a divorce and have no business clothes to go out and interview in or work in. As I am 6ft tall and size 18 it is impossible to find anything that size in a thrift store. I was hired a few months ago at a local national retail store and only have part time hours and one uniform. I am in a very bad situation and need to rescue myself and kids A.S.A.P.
Please let me know what companies would hire someone to perform data entry/phone work out of the home or even piece work.
Thanks for being there Tory.

Posted by: Debbie | July 8, 2010, 2:24 pm 2:24 pm

I am frustrated because I have everything in place. I am motivated. A self-starter. I already have my corporation, appropriate computer/printer, dedicated phone line. The only item that I cannot get is the wired/cabled DSL. There is none available in my area. I have a secured wireless hotspot through Verizon, call MiFi 2200, with beautiful reception (no dropped calls/internet.) But because I am unable to secure wired/cabled internet I am unable to continue the application process.

Posted by: Carla Grytdal | July 25, 2010, 3:06 pm 3:06 pm

Hi Tory, I’m full time mom (15 years old and 12 years old), I’m not work outside job about 12 years, I want work from home but I’m afraid the some scam home job. Do you have some trust company?
Thank you!

Posted by: katia | September 29, 2010, 1:43 pm 1:43 pm

Tory I’d like to know if you have heard of home based business called Home Income Systems?If you have,could you tell me if this is a legitimate business or not?

Posted by: sharon | November 11, 2010, 8:48 pm 8:48 pm

I work for Arise and really love being able to make my own schedule and I make good money. If you don’t want to incorporate you can join under our super VSC! Please email me for more information.
miranda.ashvs@gmail.com

Posted by: Miranda | December 17, 2010, 3:52 pm 3:52 pm

Hi Tory, I have COPD and am unable to work outside of my home. I am looking for something I can do from home but there are soooo many cites out there. Who knows which ones are a rip off? I can assemble, paint, crafts, etc… If you can please send me a list of legitimate companies that are not asking for money from me, it would be greatly appreciated. Thank you so much.

Posted by: AnnMarie | January 10, 2011, 8:52 am 8:52 am

Hi, Tory my name is Patricia do you know of anyone else who might do the acp 101 certification besides arise please send it to me if you do
Thank You

Posted by: Patricia | January 11, 2011, 11:00 pm 11:00 pm

Hi Tory I am looking for a home based data entry position to supplement my income. Are there any websites that I can go on to do research on this subject, or maybe find a way to create a website to advertise for this type of work as a freelancer.
Thank you in advance for helping me in this

Posted by: Karen | February 16, 2011, 10:35 pm 10:35 pm

Are there any other companies like Arise that train you for something other then telecommunication. I have made it through Arise’s 101 class and am now ready for my first clint but before I spend the money for a new computer and a private phone line etc. I want to weigh out all of my options.
Thank you, Nadine

Posted by: Nadine | February 25, 2011, 12:05 pm 12:05 pm

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