Virtual call center agents are often compared against brick-and-mortar agents to determine which environment is the most ideal to deliver the highest level of customer service. When the agents work for NTI, a unique non-profit organization that provides virtual staffing for call centers, it appears virtual is the only way to go.
NTI not only offers quality virtual call center agents, it offers agents that work from home and deliver a better customer service experience despite their disabilities. The agents answer calls from the
The agents work as IRS call center agents and have recently produced a second consecutive flawless month. The agents have developed a good balance between work and fun to ensure they don’t get caught up in the stress of the job. The 100 percent quality score is achieved in part by the agents’ ability to focus on fishing, picnicking and simply hanging out with friends and family.
While the agents were all recruited, trained and now answer calls as a result of a contract between NTI and the IRS, many of them have never even met their employer.
NTI first won a five-year contract to employ Americans with disabilities preventing them from taking jobs outside the home roughly six years ago from the IRS. The government agency renewed the contract in 2009.
All virtual call center agents working with NTI undergo screening and training from their homes before being certified to take live calls. Many are now working NTI’s seventh tax season and are preparing for the inevitable surge of calls that will arrive in January 2011. Every one of the NTI agents are dedicated to maintaining their 100 percent quality score.
Despite the challenges of working from home and with disabilities, the agents enjoy their jobs and the work/life balance they have been able to maintain.
Americans with disabilities like Dan Stogsdill, a remote agent with five years of experience on the IRS hotline, explain: “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.”
Over the last 15 years, NTI has placed Americans with disabilities into contact center jobs for both Federal Agency and commercial clients. The company expects to employ more than 1,000 agents by January 2011.
M.J. Willard, NTI’s Executive Director, enthusiastically points out the win-win outcome in a statement, “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.’”IRS Forms and Publications Toll-Free Hotline. With disabilities that prevent them from working outside of their homes, these individuals leverage their error-free performance capabilities in a virtual home office.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by Chris DiMarco