Virtual Call Center

It has once again been proved that individual agents working from home in “virtual” call centers can compete effectively and economically with agents located in traditional corporate contact centers. For the second month in a row, agents answered calls to the IRS Forms and Publications Toll-Free Hotline without an error.

This is despite the fact that all of its geographically dispersed agents work remotely due to disabilities that prevent them from working outside their homes. These agents were hired and trained by NTI, a nonprofit organization that  contact center service jobs for Americans with disabilities.

NTI was awarded an initial five-year contract by IRS to employ Americans with disabilities preventing them from taking jobs outside the home. In 2009, IRS renewed NTI’s contract. Working NTI’s seventh tax season, every agent underwent screening and training from their homes before being certified to take live calls. NTI is making sure that these agents are well trained and prepared for the inevitable surge of calls in January 2011, and are intent on maintaining its 100 percent quality score.

M.J. Willard, NTI’s executive director, enthusiastically pointed out the win-win outcome. “Americans answering calls in a variety of distinctly American accents help other Americans obtain the tax information they need. And without a mistake for the last two months. As NTI likes to say, ‘We manage quality.’”

The best thing about NTI’s agents is that they enjoy their work despite the pressure to maintain their quality record while confronting the daily challenges imposed by a wide range of disabilities. Many find their NTI jobs through the vocational rehabilitation agencies in their states, after years of deleting suspect work-from-home spam offers arriving in e-mail.

Americans with disabilities like Dan Stogsdill, a remote agent with five years of experience on the IRS hotline, explained: “If you want to work for an honest day’s pay, without welfare, go for it. It’s the best thing I’ve ever found. I spent years and years looking for work. When I received my first paycheck with taxes withheld I knew I had a legit job. I value my job greatly.”

Rahul Arora is a TMCnet contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Tammy Wolf