Q: What is TeleTech@Home?
A: TeleTech@Home is a dispersed workforce that is composed of associates working from their homes in select locations worldwide. Using TeleTech’s proprietary technology, these associates are able to securely access applications that are hosted at a remote location in order to support and assist customers with a variety of needs as well as address various back-office functions. This unique program provides TeleTech’s clients with a high-value, cost-efficient solution to achieve and advance their business goals.
Q: Is TeleTech@Home only available in certain locations?
A: Yes. We currently hire TeleTech@Home associates in 42 US states (as well as other countries). Please see view the full listing of TeleTech @home locations located at: http://www.teletechjobs.com/athome-en-US/locations-en-US/. We are working hard to increase the number of locations that are supported to make this opportunity available to even more qualified candidates who want to work from home. Access our current listing of TeleTech@Home locations.
Q: Does my office really need to be secluded and noise-free?
A: Absolutely! You must treat this as a professional position and keep your office completely noise-free. Common noise distractions include televisions, radios, barking dogs, family members or others in your home, doorbells, cell phones and even lawn mowers. You need to ensure that you are able to focus on the customers at all times by working in a consistently quiet environment during the 4-6 hour shifts.
Q: Do I need to know how to use a PC to become a TeleTech@Home associate?
A: To be successful as a TeleTech@Home associate, you must have a strong working knowledge of computers and be comfortable using both the Internet and e-mail. A computer skills assessment is conducted as part of the application process. For those hired, we provide training materials and certification tests to prepare you to meet the more specific operational requirements of the client project you are assigned to once you are a TeleTech@Home associate.
Q: What are the minimum technical requirements to become a TeleTech@Home associate?
A: To become a TeleTech@Home associate, you must have all of the following:
Q: Can I use an Apple/Macintosh computer?
A: No, at this time TeleTech@Home does not support Apple/Macintosh computers.
Q: What type of headset is required?
A: TeleTech@Home associates are required to purchase a headset and confirm compatibility with their system. TeleTech has identified compatible models that you may choose to purchase. Due to wide variations in agent system hardware and configurations, TeleTech cannot guarantee that a headset model will work with every system. These models have been tested as working with many PC systems. Availability of models may vary based on the retailer. These headsets may be purchased in store or online and are the responsibility of the Associate.
Q: How will the calls get to me?
A: At the start of your work shift each day, you will connect to the TeleTech@Home systems through your WorkBooth®. You will log on to a remote phone switch that will place a call to the phone you have designated as your work phone line. All customer calls will then be delivered to you through that connection once established. Once your shift is complete, you simply log out to terminate the connection.
Q: What is WorkBooth®?
A: WorkBooth® was developed exclusively for TeleTech@Home employees. This portal enables you to access all of the tools and applications necessary to perform the daily job functions and responsibilities—right from your home office.
Q: How do I download the WorkBooth® software?
A: First, check your email to ensure that we indeed notified you that the software was being sent to you. If you have not received the email about your WorkBooth® software after a few days, visit http://www.teletechjobs.com/home-US and select the Live Help button on the right.
Q: Can I still move forward in the application/interview process if I haven’t passed the WorkBooth® software Assessment?
A: Unfortunately, you may not move forward with the final steps of our application process without passing the WorkBooth® software Assessment. If your system does not initially pass this test, you may need to make suggested changes to your system and re-run the test. These changes may take additional time and/or require you to purchase additional equipment. Common costs associated with computer upgrades for compatibility may include purchasing a router, adapter or upgrades to memory. (Please note: Any equipment upgrades or purchases you make in order to pass the WorkBooth® system compatibility test will not be reimbursed and do not guarantee employment.)
Q: Will I get to choose which project I work on?
A: Once hired, your recruiter will select the most appropriate project based on your skills, experience and hours of availability.
Q: Will I have time to do other things while I’m at work?
A: No. You will receive calls constantly throughout your shift, and you must be at your computer at all times to receive them. On average, our TeleTech@Home associates can handle more than 200 customer calls each shift, depending on the length and complexity of each call.
Q: What if I have questions when I’m working?
A: All TeleTech@Home associates are assigned to a team leader who will be available to answer questions and assist you throughout your shift via chat support.
Q: Are there opportunities for career advancement?
A: Absolutely! Because TeleTech partners with many Global 1000 companies, we are able to offer a wide variety of opportunities and experiences to employees at all levels. As a TeleTech@Home associate, you’ll have access to various career development opportunities through our internal recruitment efforts as well as our ongoing training and development resources. Learn more.
Q: How old do I need to be to be employed with TeleTech?
A: TeleTech requires all employees to be a minimum of 17 years of age.
Q: What are MatchPoint assessments?
A. The MatchPoint assessments are a series of job-related, pre-hire tests that are designed to measure a variety of skills from communication to technical knowledge. These tests are tailored to assess whether you have the necessary skills to perform the job.
Q: How long will it take to complete my application and the MatchPoint assessments?
A. The average application takes one hour to complete. The MatchPoint assessments launch during your application process, so please allow ample time to complete the entire process. You will not be able to continue to the next step of the process until you have successfully completed the assessments.
Q: I’m trying to take the MatchPoint assessments and my anti-virus software is reporting, “praexp.exe is a virus.” What should I do?
A: Praexp.exe is an executable file that is specific to our TeleTech@Home assessment application software, Valtera. Because it is proprietary, your anti-software program does not recognize it—and therefore is labeling it as a virus. In the event your computer’s anti-virus program does not allow you to run the assessments, you may complete them on another computer.
Q: What if I need help with the MatchPoint assessments?
A: TeleTech does not provide technical support assistance for the MatchPoint assessments because they do not involve any technical requirements. However, if your system will not allow you to open and complete the assessments, you may complete them on another computer or try them again at a later time on your computer.
Q: What if I do not pass the MatchPoint assessments?
A: If you receive an email stating that you did not pass the MatchPoint assessments, you may re-apply in 60 days. To help prepare you for the assessments during your re-application, we encourage you to take advantage of TeleTech’s online skill-building tools available at TeleTechJobs.com.
Q: How long will it take to find out if I am selected?
A: You will receive your interview results via email within a week of completing your interview, sometimes sooner.
Q: What if I am not selected? Can I re-apply?
A: If you are not selected to move forward after your interview, you may re-apply with TeleTech@Home after six months.
Q: Will I be required to complete pre-employment screening?
A: Yes, all candidates are required to complete drug testing and criminal background screening and employment is contingent on successfully passing.
Q: Who pays for the cost of the pre-employment screening?
A: TeleTech@Home pays for the cost of the drug testing and criminal background screening. If you do not live within a large metropolitan area, you may be required to drive to the nearest approved screening facility. TeleTech does not reimburse applicants for the mileage or gas needed to attend these screenings.
Q: Will I be required to complete any employment paperwork prior to starting work?
A: Yes, you will be required to complete an I-9 Employment Eligibility Verification*. TeleTech@Home participates in E-Verify
Q: As a TeleTech@Home associate, will I be an employee or independent contractor?
A: You will be a part-time employee of TeleTech. As such, all necessary taxes will be deducted from your bi-weekly paycheck.
Q: How much will I get paid?
A: Because we operate in multiple countries and offer hundreds of different opportunities, we are unable to give specific details about compensation for any open position. This information is normally provided in the job offer or at contract signing.
Q: Does TeleTech@Home pay by the hour or by the call?
A: Employees are paid hourly for time performing functions on TeleTech’s behalf including training time, time spent on customer calls, and time spent waiting for the next customer call.
Q: Do I need to complete a training program?
A: TeleTech@Home provides you with basic training and a certification program to prepare you for the on-the-job requirements of your assigned client project. All training is mandatory and is conducted online and over the phone.
Q: How much time does it take to complete the training?
A: Training time is dependent on the needs of each client project and can range from a few days to a several weeks in duration.
Q: Will I have support during training?
A: Yes, you will have a fixed training schedule that is led by a TeleTech@Home trainer. Trainers will be available during set times to answer any questions you may have via an online chat room or conference call. Important Note: No time off is allowed during the training period under any circumstances.
Q: How do I schedule the hours I want to work?
A: Work schedules are determined based on the hours of availability you agree to work during your offer process. Specific hours vary by client project.
Q: What schedules are available?
A: Each client project is unique and will require different work schedules that may vary from early morning to late night hours. With any project, however, you will need to commit to 4-6 consecutive hours of work for each shift.
Q: Will I need to work weekends or holidays?
A: Yes, you will need to be available to work both weekends and holidays. Some of our clients provide services and support to customers on weekends and holidays. As a result, you may be asked to work on weekends and holidays.
Q: How many working hours per week are required?
A: Although each client project is different, you are considered part-time employees and will be expected to work a minimum of 20 hours per week. Depending on your availability and the client’s needs, specific work schedules can range from 20-30 hours per week. Flexibility is a key part of being a TeleTech@Home associate. You may be offered the opportunity to work additional hours to support a particular client project, resulting in a schedule that adds up to a maximum of 35 hours per week. Eligibility for these programs is determined by each associate’s hours of availability. You may also have the opportunity to increase your work hours per week by covering shifts for other associates on your team who are sick or require unscheduled time-off.
Q: Do I work a fixed schedule or will my schedule vary?
A: Schedules vary depending on client needs. You will be asked to provide your hours of availability to your recruiter during the offer process. If hired, you’ll be matched to a project that coincides with your hours of availability. Once schedules are set, they generally remain consistent unless a client’s operational needs require changes to the schedules.
Q: Can I request time-off for vacations or appointments?
A: Yes, time-off requests are approved through your team leader and granted on availability and on a first-come, first-served basis. If you are not approved, it is your responsibility to have your shift covered by a fellow team member by following the guidelines of your team leader and the Operations Support Team. You must not have any absences or tardiness for the entire duration of training.
Thank you for your interest in becoming a TeleTech@Home Associate!