TeleTech@Home Frequently Asked Questions

General

Pay & Benefits

Role of a TeleTech@Home Associate

Home Set-up Requirements

Training

Scheduling


General

Q: Who is TeleTech?
A: TeleTech is a leading global business process outsourcing (BPO) company that provides a full range of front- to back-office outsourced solutions.

We perform all of the business critical support processes efficiently and effectively, letting our clients remain focused on their core strategy, competition, and market agility. Our services and solutions include, but are not limited to:

  • Complex customer management,
  • Direct sales and marketing,
  • Training development and delivery,
  • Recruiting, staffing, and workforce management,
  • Loan processing,
  • Benefits and claims administration,
  • Vendor management,
  • Payroll administration, and
  • eCommerce.

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Q: How do I apply to become an associate with TeleTech@Home?
A: All applications are completed online at www.hirepoint.com. Select your language, your country and for your location select "Work at Home".  Select "Get Started". You may also click here to apply now.
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Q: What is the application process?
A: After you complete your application and pre-screen questions you will receive an email for you to complete the Technical Assessment to test your computer and take the MatchPoint Assessments to test your personal skills. Upon successful completion of these assessments, you may be invited to attend an online group Information Session. To be considered for employment you will also need to complete a final phone interview with a Talent Acquisition Specialist. It is critical that you respond to all emails or phone calls within 48 hours to be considered for employment with TeleTech@Home.
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Q: Is there a fee to apply or to become an associate with TeleTech@Home?
A: There is no fee to apply. TeleTech@Home may require its' associates to purchase a headset/phone. Additional costs may be incurred if your computer does not meet our minimum requirements.

Please note that the majority of associates do not incur additional costs with the exception of a possible headset/phone.
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Q: Is the initial interview face-to-face?
A: No, all interviews are done over-the-phone.
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Q: Are the TeleTech@Home associates employees or are they independent contractors?
A: Please note that the majority of associates do not incur additional costs with the exception of a possible headset/phone.
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Q: Are there opportunities for career advancement?
A: Absolutely! Our company's rapid and successful evolution is due in large measure to our talented workforce. By partnering with many Global 1000 companies, we extend a wide variety of opportunities and experiences to employees at all levels. As a TeleTech@Home associate, you will gain exposure to career development opportunities, internal recruitment, a career development tool kit, training and development.
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Pay & Benefits

Q: How much do TeleTech@Home associates get paid?
A: Pay rates vary depending on the skill sets needed for each client.
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Q: Does TeleTech@Home pay by the hour or by the call?
A: TeleTech pays employees for every hour they perform services for TeleTech, including: training, time spent on a call, time spent waiting for the next call or during TeleTech or client system outages.
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Q: How does TeleTech@Home pay their employees?
A: TeleTech@Home associates are paid bi-weekly and are encouraged to enroll in direct deposit.
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Q: If I prefer to receive a check by mail, is this an option?
A: Depending on your location we have other alternatives if you are unable to have your pay check deposited directly into your personal bank account. If you do not want to enroll in direct deposit and the state in which you live prohibits mandatory direct deposit participation, please contact Human Capital to discuss alternatives to direct deposit.
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Q: What are some of the perks of working for TeleTech?
A: As a TeleTech@Home associate, you are eligible for company benefits which include:

  • $23.08 per paycheck for the HRA (Health Reimbursement Account).
  • Matching 401(k) plan after 6 months of service.
  • Employee discounts with TeleTech's many partnerships including: Dell and Apple Computers, Ford Motor Company cars and many others.
  • Paid training.
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Role of a TeleTech@Home Associate

Q: What kind of work will I be doing?
A: A TeleTech@Home associate answers telephone calls from the customers of our clients or provides back-office services, such as transcription or order provisioning. Typically, these customers are calling with service needs for a variety of products. These may range from billing and customer support calls to problem resolution and technical support.
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Q: Will I be asked to make outbound sales calls or do back office work?
A: The majority of our @Home work involves inbound customer service inquiries. You may be asked to work on a project that involves outbound sales, up-selling or back office work.
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Q: Who are TeleTech's clients?
A: The majority of our @Home work involves inbound customer service inquiries. You may be asked to work on a project that involves outbound sales, up-selling or back office work.
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Q: Will I get to choose which program I work on?
A: Once hired, your recruiter will place you in a program according to your skill set, experience and your hours of availability.
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Home Set-up Requirements

Q: What equipment do I need to become a TeleTech@Home associate?
A: To set-up your own home office, you will need:

  1. Personal Computer meeting specific requirements.
  2. High Speed internet service (Cable or DSL, no satellite or dial-up).
  3. Analog land-line telephone (not mobile, cellular, VoIP or cordless).
  4. A home location where you can commit to work uninterrupted by others and one that is free from background noise such as: family members, appliances, traffic, pets, TV/music, etc.
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Q: What technical requirements does my equipment need to meet in order to become a TeleTech@Home associate?
A: Your computer must meet the requirements set out by our proprietary software. For more information regarding the technical requirements your equipment must meet, please visit t http://www.workbooth.info/requirements/.
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Q: What other computer applications do I need?
A: Adobe Reader 5.0 or later, Active X and Java.

Adobe Reader 5.0 or later can be downloaded for free by going to http://www.adobe.com/products/reader/ and click on the "Download now" link.

Active X is a set of rules for how applications should share information (this should download automatically when you go to a website that requires enhanced features).

Java usually is already on your PC and may prompt you automatically to download it, if it does not, go to http://java.com/en/ and click on the "Download Now" button.
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Q: Does TeleTech support Macintosh as an acceptable platform?
A: No, at this time we only support PC compatible machines.
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Q: What type of Internet Service Provider is acceptable to use for high speed internet access?
A: Cable or DSL (256MB minimum download speed).

Dial-up, Satellite or Microwave connections are NOT acceptable. To determine your bandwidth speed go to: http://reviews.cnet.com/7004-7254_7-0.html.
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Q: What type of phone line is needed? Do I need to have a long distance plan?
A: TeleTech@Home requires an analog traditional land line telephone. Additionally, TeleTech@Home recommends a separate line from your current home phone to eliminate personal calls from interfering with work calls. No cell phones, digital or VoIP connections will be accepted. Please have all advanced features permanently disabled on your work line - call waiting, call forwarding, voice mail, etc. Also, long distance is not needed as you will be dialing in to a toll free number when you are working for us.
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Q: Can I use my cell phone?
A: Cell Phones are NOT allowed.
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Q: Does my home phone service and my internet provider need to be the same company?
A: It is not necessary for your phone service and internet service to be provided through the same company. The customer phone calls will be routed to the phone number you provide to us and the correct information to process the customer's request will populate on the PC through our WorkBooth websites and applications. TeleTech@Home will provide you training on these applications during the training process.
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Q: Can I use my VoIP telephone Provider?
A: No. VoIP is an acronym for Voice over Internet Protocol or in more common terms, phone service over the internet. Currently, our support teams prohibit TeleTech@Home associates from using VoIP to process calls with the WorkBooth program. We have prohibited VoIP at this time because we have experienced bandwidth and quality issues with this technology on the WorkBooth™ platform.
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Q: Can I have the phone installed after accepting the job offer?
A: Yes, as long as the installation can be done and the service is up and running before your first day of training.
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Q: Are TeleTech@Home associates provided with a phone and/or headset?
A: Depending on your location, you may or may not be required to purchase a headset/phone. As a condition of your employment you may be required to purchase a TeleTech approved headset and telephone in order to carry out your daily job functions.
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Q: Is knowing how to run a PC a requirement for TeleTech@Home associates?
A: To be successful as a TeleTech@Home associate you must have a reasonable working knowledge of computers and be proficient in maintaining internet and e-mail access. We will provide certification materials and certification tests to train you on the operational aspects of call taking for the project you will be assigned to once you are a TeleTech@Home associate.
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Training

Q: Do I need to complete a training program?
A: TeleTech@Home will provide paid training that includes a basic training and certification program. It is conducted online and over-the-phone.
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Q: Do I pay for training?
A: No, opposite of the independent contractor model, TeleTech@Home will pay for you to complete training!
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Q: How long is training?
A: Training time is dependent on the needs of the client and can vary from a few days to a few weeks.
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Q: Will I have support during training?
A: Yes, you will have a fixed training schedule which will be led by a trainer. Trainers will be available during these times to answer any questions you may have via chat room or conference call.
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Scheduling

Q: How do TeleTech@Home associates schedule their hours?
A: TeleTech@Home associates are scheduled based on the availability hours they provide to their recruiter in the interview. Specific program hours vary by client program.
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Q: What schedules are available?
A: Each program is unique and has different operating hours varying from early morning to late night. We do ask that employees have a flexible schedule and should be available to work weekends and holidays.
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Q: How many working hours a week are required?
A: Although each program is different, all associates are considered part-time employees and are expected to work a minimum of 20 hours per week.
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Q: Can I work more than 20 hours per week?
A: Flexibility is a key part of being a TeleTech@Home associate. You may be offered additional hours to support our customers. Some client programs average 30 hours per week. Eligibility for these programs will be determined by your availability.
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Q: Do TeleTech@Home associates work a fixed schedule or do their schedules vary?
A: Associates’ schedules vary depending on client needs. You will provide your hours of availability to your recruiter during your final interview. If hired, associates are matched to a project that coincides with their hours of availability but will vary from week to week.
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Q: Are positions part-time or full-time?
A: Currently all TeleTech@Home associates are part-time.
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