How do you work at home as a virtual call center agent?


Quick Answer

Work at home as a virtual call center agent by applying for an open position through a job hunting site, a call center recruitment agency or a company that offers telecommuting customer service jobs. After starting the job, download special software to a computer to manage calls and access customer information, which may vary depending on the company.

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Full Answer

A virtual call center agent performs the same jobs as someone who reports to a physical call center, with the added benefits of a reduced commute and more flexible hours. The agent must still meet the same quotas set forth by managers and follow policies for resolving customer issues, often reporting to managers through teleconferencing or instant messaging. Many virtual call center jobs rely on voice over IP systems to handle calls, with special programs routing the calls from the main support number through the Internet and allowing agents to handle the calls at a unique line.

As agents also need access to company databases and records, the jobs often require access to a VPN, which simulates the security of the company's local Internet and allows the agent to access customer details securely. These tools may take the form of Web applications or local programs, both of which require special credentials. As the agent takes the calls from customer, she is able to research the customer's account, relay information and make changes as necessary to resolve the issue.

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