Virtual Call Center

With ongoing advancements in networking software and many U.S. companies embracing the home-agent virtual center model, more people nowadays are skipping the daily commute to the office by working from their desks at home.

Tens of thousands of Americans – mostly women – have become a virtual call center work force by using their home computers and networking software to connect to an employer’s head office. They perform the standard practices associated with customer service – handling customer questions, making or answering phone calls, preparing travel arrangements, and resolving billing issues for organizations.

One of those women is Otis Orchards resident Debra Goodwin, who desired a job that would allow her to work from home. Last year, she found just that by contacting Working Solutions, a firm that employs people to handle phone work. A good source of income and a great way to form friendships, the job, Goodwin said, allows her a flexible schedule, as she can work anywhere from 20 to 50 hours per week, at any time of the day or night.

Working Solutions is one of many call center companies that offer similar virtual services, including Alpine Access, Convergys (News - Alert), West Corp., and ACD Direct. The firms, which also operate traditional call center buildings, claim this new system decreases operating costs and allows them to recruit talent all across the country – thus more access to reliable, skilled workers.

Experts say many businesses are seeking out firms such as Working Solutions since the offshore call center model is lacking. With a bigger focus on strong customer service, companies don’t mind paying more for U.S.-based agents. Another benefit is that virtual call centers have a lower worker turnover.

So, what about the pay? For Denver-based Alpine Access, which usually hires between 3,000 and 3,500 nationwide, workers start with a salary of $8 to $12 and increase their wages as they progress. Employees also get solid benefits and 401(k) pension plans.

A company official said Alpine Access gets about 1,000 applications per day from interested home agents. “We’re selective. We only select about one of every 100,” he said.

Among other considerations, home agents also require a relatively new computer, a decent broadband Internet connection and a regular land-line phone.

Many firms deploying this service find a loyalty among home agents, as most prefer home-based work and will continue even if the economy improves and offers them other options for jobs.

To find agents, many companies seek out those with a specific background or experience.

 “If a company wants to find tech support workers who are familiar with online gaming, we can find those people,” said Jim Ball, co-founder and managing partner of Alpine Access.

Working Solutions’ Houlne said his company is able to find home agents who are familiar with a location, and have them work on travel contracts to help callers who want to book travel or recreation trips.

The growth in networked systems also allows company managers to work with or supervise home agents effectively, Ball said.

Tammy Wolf is a TMCnet copy editor. Previously she was assistant to the editor at The Darien Times, a weekly newspaper in Darien, Conn., where she edited submissions, did page layout and design and helped manage the newspaper�s website. To read more of her articles, please visit her columnist page.

Edited by Chris DiMarco