The Most Common Questions about Working for TeleTech @Home Answered

In this post, we have answered many of the most commonly asked questions about working as a TeleTech@Home associate. Have more questions? Reach out to our Live Help.

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. Learn more about the TeleTech@Home program.

Q: Is TeleTech@Home only available in certain locations?

A: Yes, you must live in certain states or countries to be a TeleTech@Home associate. 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.

@Home Technology Resources and Requirements

Home Set-up Requirements

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. We will 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:

1. A personal computer (PC) with a minimum 1GHz processor speed and minimum 512 MB of RAM (higher is recommended), along with a monitor that is 17 inches or larger and can support a minimum resolution of 1024 X 768.
2. High-speed Internet service (Cable or DSL only; no wireless, satellite or dial-up services) with a minimum bandwidth speed of 512 kb per second.
3. An analog landline telephone or digital phone service that does not connect to the Internet in any way. The network must be managed/owned by the service provider, and the phone must provide the quality of service required for TeleTech@Home. You must also ensure the phone is not used by others while you are working. Mobile, cellular or cordless phone services are not allowed.
4. A home location where you can work for 4-6 consecutive hours each day without interruption by others or background noises, including family members, appliances, traffic, pets, TV or music.

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 high-speed Internet access is required?

A: You must receive your high-speed Internet service from a company that uses a cable, DSL or fiber connection. Your service must facilitate a minimum bandwidth speed of 512 kb per second. Dial-up, satellite or wireless connections are NOT acceptable. To determine your bandwidth speed, use an external site designed to test Internet speeds.

Q: What type of phone service is needed?

A: You must use an analog, landline telephone or a VoIP service that does not connect to the Internet in any way to deliver the voice connection to your home office. (Cell phones, digital or VoIP that connects to the Internet in any way are not acceptable.) TeleTech@Home also recommends that you use a separate line from your current home phone to eliminate personal calls from interfering with work calls. In addition, you must permanently disable all advanced features (such as call waiting, call forwarding, voice mail, etc.) on your work line.

Note: Examples of acceptable digital phone service includes established providers such as Comcast or Cox. Services such as Vonage and Skype are not acceptable because they require a connection to the Internet to deliver calls.

Q: Do I need to have a long-distance service plan?

A: Long-distance phone service is not required since you will dial into a special toll-free number to place outbound calls on TeleTech’s behalf.

Q: Can I use VoIP (Voice over Internet Protocol)?

A: VoIP, which is also known as digital voice service, can be used if it does not require a connection to the Internet in any way to deliver the voice connection to your home office. Many telephone service providers offer a digital voice service that is completely managed within their own network and provides the required quality for TeleTech@Home. This includes services such as Comcast, Verizon and others. However, digital voice service that requires a connection to the Internet is NOT acceptable. This includes services such as Skype and Vonage.

Q: Can I use my cell phone?

A: Cell Phones are NOT allowed.

Q: Do I need to get my home phone and high-speed Internet services from the same company?

A: It is not necessary for your phone service and Internet service to be provided by the same company.

Q: Can I have my landline phone installed after accepting the job offer?

A: Yes, as long as the installation is completed and the service is up and running prior to your first day of training.

Q: How will the calls get to me? Do customers call my home phone?

A: No. At the start of your work shift each day, you will connect to the TeleTech@Home systems through your WorkBooth® CD. 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.

WorkBooth® CD

Q: What is WorkBooth®?

A: WorkBooth® is a proprietary operating system (OS) developed exclusively for TeleTech@Home employees. This OS 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: What if I haven’t received my WorkBooth® CD five days after receiving the email that states it is coming?

A: First, check your email to ensure that we indeed notified you that the CD was being sent to you. If you received the email and have not received your WorkBooth® CD after five days, visit http://www.hirepoint.com/home-US and select the “Live Help” button in the bottom left corner.

Q: Can I still move forward in the application/interview process if I haven’t passed the WorkBooth® CD Assessment?

A: Unfortunately, you may not move forward with the final steps of our application process without passing the WorkBooth® CD 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.)

Becoming an Associate

Q: Is there a fee to apply or to become an associate with TeleTech@Home?

A: There is no fee to apply or to become an associate.

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 handle 200-400 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.

Application Process

Q Are there any initial steps I need to take prior to applying?

A: TeleTech@Home recommends that you follow the system check process. This simple, step-by-step review helps ensure that you have the basic equipment necessary to work from home. Once you have finished the process, you can begin the online application process.

Q: What are the 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 Hirepoint.com. Simply follow these steps to access these helpful resources:

1. Visit http://www.hirepoint.com
2. Select Your Tools
3. Select Skill Builders

Q: What if I am having trouble scheduling an interview?

A: First, confirm that you are following the correct steps to schedule your interview:

• Step 1: Using the link sent to you via email, log on to the scheduling center or copy and paste the link into your browser.
• Step 2: Accept the Privacy Agreement.
• Step 3: Log on using your username and password. Your username is included in the email with the link to the scheduling center. You may set your password once you have logged on.
• Step 4: View available appointment times.
• Step 5: Select your desired appointment time.

If you are still not successful after following these steps, visit http://www.hirepoint.com/home-US and select the “Live Help” button in the bottom left corner.

Q: How do I change or reschedule my interview appointment?

A: To reschedule your interview, access the scheduling center using the link provided in your original scheduling email and follow these steps:

• Step 1: Click on the link sent to you via email and log on to the scheduling center or copy and paste the link into your browser.
• Step 2: Accept the Privacy Agreement.
• Step 3: Log on using your username and password. Your username is included in the email with the scheduling link. You may set your password once you have logged on.
• Step 4: Select Cancel or Reschedule Appointment.
• Step 5: Select a new appointment time.

Interviews may be rescheduled up to three hours prior to the set interview time. Once an interview time has elapsed; however, you will not be able to reschedule the appointment except under extraordinary circumstances.

Q: Is the initial interview face-to-face?

A: No, all interviews are conducted online via your computer and phone. This allows our recruiters to simultaneously assess your comfort level in a virtual environment.

Q: How long does the interview take and do I need to be on the phone and at my computer?

A: The interview takes approximately two hours to complete, and yes, you must be on your home phone and at your computer. This interview utilizes both a conference bridge and interactive online meeting tools. Keep in mind this is a formal interview, so be sure to be in a quiet environment with no distractions.

Q: How long will it take to find out if I am selected?

A: You will receive your interview results via email within three business days.

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: What is the process if I am selected?

A: If you are selected to move forward after your interview, you will receive an email stating you are a qualified candidate. The WorkBooth® CD will then be shipped to you. If your computer passes the WorkBooth® CD tests, you will receive an email with a scheduling link to set up an offer session with a TeleTech Talent Acquisition Specialist. During this meeting, you will learn the specifics of your TeleTech@Home position. For additional information about this process, go to our Application Process.

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 up to 120 miles round trip to reach an 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* and Notary Verification Form.

TeleTech@Home participates in E-Verify

Pay and Benefits

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: Are there any pay incentives or bonuses available?

A: Yes! TeleTech will provide you with the necessary tools to receive performance- and attendance-based incentives. Through our incentive programs, you can earn supplementary rewards for excelling in your work. Learn more.

Q: Does TeleTech@Home pay by the hour or by the call?

A: You are paid for every hour you perform functions on TeleTech’s behalf. That means you will be paid for your time in training, time spent on customer calls, and time spent waiting for the next customer call.

Q: How will I be paid?

A: You will be paid bi-weekly (every other week) and are encouraged to enroll in direct deposit or enroll to receive a Comdata payroll debit card.

Training

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: Do I pay for training?

A: No, TeleTech@Home training is provided to you at no cost!

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 few weeks.

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.

Scheduling

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.

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 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 can also 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.