The Most Common Questions about Working for TeleTech @Home
Please see below where we have answered many of the most commonly asked questions about working as a TeleTech@Home associate. If you have any additional questions that aren’t answered here, please reach out to our Live Help.
Q: What is TeleTech@Home?
A: TeleTech@Home is a sophisticated outsourcing solution providing access to robust work-at-home technology in addition to a well- educated, highly specialized, and flexible, virtual workforce comprised of associates working from their homes in select locations across the US. 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 customer service and technical needs as well as address various back-office functions including chat and social media. This unique program provides TeleTech’s clients with a high-value, cost-efficient solution to achieve and advance their business goals.
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: Please visit http://faq.workbooth.com/requirements.html to view the detailed specifications /most up to date computer and technical requirements.
Q: Can I use an Apple/MAC computer?
A: At this time TeleTech@Home does not support Apple/MAC computers. Please check back for future updates.
Q: What type of headset is required?
A: TeleTech@Home associates are required to have a USB/VOIP headset and successfully complete User Readiness Testing/compatibility prior to beginning employment. TeleTech has identified compatible models that you may choose to purchase. Please note - Due to wide variations in agent system hardware and configurations, TeleTech cannot guarantee that a headset model will work with every system; however the following models have been tested as working with many different computes. Availability of models may vary based on the retailer.
Q: Will I get to choose which project I work on?
A: Once hired, your Recruiter will work with you to determine the most appropriate project based on your skills, experience and your 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.
Q: What if I have questions when I’m working?
A: We will help get the answer! All TeleTech@Home associates are assigned to a Trainer or Team Lead who will be available to answer questions and assist you throughout your shift via chat support. There is comprehensive training, a wide network of support, a comprehensive knowledge-base, TeleTech University, a very robust intuitive internal social media platform and much more.
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: What are the age and educational requirements?
A: TeleTech requires all employees to be a minimum of 17 years of age and have a high school diploma or GED.
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 or other pets, 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 your shifts.
Q: What are MatchPoint assessments?
A. MatchPoint assessments are a series of proprietary job-related, pre-hire tests that are designed to measure a variety of skills, competencies and aptitudes designed by specific role you are applying for, 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. On average the application and assessment process 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: 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:
- Visit http://www.teletechjobs.com
- Select Your Tools
- Select Skill Builders
Q: Will I be required to complete pre-employment screening?
A: Yes, all candidates are required to complete drug testing and criminal background screening as and employment is contingent on successful completion of these.
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*.
Q: Do I need to complete a training program?
A: TeleTech@Home provides you with specific product and client training through a certification program to prepare you for the on-the-job requirements of your assigned client project. All training is paid, mandatory and is conducted both 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.
Q: How do I schedule the hours I want to work?
A: Work schedules are determined based on the hours of availability you indicated you are available for during the application process and that you agree to work during your offer process. Specific hours vary by client project. You will receive a set schedule for Training, and while in Training, you will receive your schedule for Production.
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 a minimum of working 4-6 consecutive hours 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 also be offered the opportunity to work additional hours to support a particular client project. Eligibility for these programs is determined by each associate’s hours of availability.
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 during the application process, as well as to confirm your availability with one of our Recruiters during the selection process. If hired, you’ll be matched to a project with Hours of Operation that coincide with your hours of availability. You will receive a set schedule for Training, and while in Training, you will receive your schedule for Production.
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.
Thank you for your interest in becoming a TeleTech @home Associate!