Agent FAQ
Q: How do I apply to become an agent with UKVCC?
A: Please complete the registration form here
Q: What is the process and timelines to apply?
A: Immediately upon submission of your application, you should receive an email response verifying that we did indeed receive your application. If you meet our home office requirements, you will receive an invitation to complete the Pre-Interview screening, which is the first step in the evaluation/interview process. Teleresources will then manage your application through to completion.
Q: Is there a fee to apply to become an agent with you?
A: No, there is no fee.
Q: Are your agents actual employees of your company or are they independent contractors?
A: Our agents are normally independent contractors providing services for UKVCC, typically via Teleresources as agents for UKVCC. Sometimes our clients require that agents are their employees, and UKVCC and Teleresources manage the recruitment on their behalf...
Q: Where would I find a list of Corporate job openings?
A: We currently do not have our Corporate positions posted on the website - we hope to have this in place within the next few months. Please contact us directly via the Corporate application section or by emailing us at careers@ukvcc.co.uk .
Q: Are there supervisory and management opportunities?
A: As well as agents we require home based team leaders and management staff. Teleresources manage the recruitment for these positions on behalf of UKVCC and if you have experience of call centre management roles and you should apply via the Teleresources website.
Q: How much do agents get paid?
A: We establish pay rates based on the skill sets needed for each of our clients and their programmes.
Q: Do you pay by the hour, or by the call?
A: We pay all employees for the hours they are contracted to work. As an agent you'll know what you are paid.
Q: How often do you pay?
A: We pay every month.
Q: What is the process for sending/receiving pay?
A: We pay all employees via direct deposit into their bank accounts.
Q: If I prefer to receive a cheque in the mail, is that an option?
A: We do not normally provide this option.
Q: What kind of work would I be doing?
A: You will be answering telephone calls from the customers of our clients. Typically, those customers are calling to place orders for our clients' products or services, ask questions about those products or services, or to ask questions about orders they have already placed. Normally, you would only answer calls for one client.
Q: Does an employee get to choose which program he/she works on?
A: We determine the best personality and other characteristics for agents for a given client then screen applicants for those characteristics. If you are a match for more than one of the clients for whom we are hiring, we may ask you to select your preference.
Q: Are there performance evaluations?
A: Yes - all of our programmes involve quality assurance testing, with performance evaluations and feedback to the agents.
Q: Would I be doing telemarketing (calling people to sell them things)?
A: We do not do any outbound telemarketing at present.
Q: Are all of your positions high-pressure sales?
A: No - normally our calls are customer service related. Some programmes require agents to have the ability to offer alternative products and sell additional products to customers within a customer service environment.
Q: What kind of support will I have while I am working? What if I have questions?
A: Even though you will be working from the comfort and quiet of your home, you will have the support of your team. We always have team leaders, coaches or support agents, particularly knowledgeable about your project available to you in secure chat rooms, as well as by phone. Similarly, we provide round-the-clock technical support in the event that you have any problems with any of our telephone or computer systems.
Q: Are there an average number of calls I would be required to take during each hour I work?
A: Performance goals are determined in accordance with our clients' needs. In order to operate as efficiently as possible for our clients, you probably will receive calls in a fairly steady stream during each work shift. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution will be one of the things we will train you to do well.
Q: How would I know if it's a call for the company or someone calling me?
A: You will be permanently connected to our telephone system (via the internet) during the entire period of each work shift resulting in the inability to take personal calls during your shift.
Q: What set up do I need to become a UKVCC agent
A: The most important part of the set up is a reliably quiet, uninterrupted workspace in your home. UKVCC will monitor all calls and any extraneous noises (barking dogs, children etc) heard in the call will lead to a breach of our terms of employment. We reserve the right to refuse an agent application if we do not find the home environment acceptable.
Q: Does UKVCC provide me with a computer?
A: Yes - UKVCC will supply a workstation which is connected to the UKVCC system ONLY. The workstation will need to be installed in a suitable environment and access will be required to supply the UKVCC supplied broadband connection.
Q: Does UKVCC provide me with a headset?
A: Yes and an IP telephone for UKVCC use only.
Q: What about Health and Safety requirements
A: As an agent you are responsible for the Health and Safety requirements of your working environment at home. You will be required to complete a self assessment questionnaire regarding electrical supply, desk & seating etc. UKVCC are responsible for the equipment they provide you and all UKVCC supplied equipment meets current legislative requirements. More information can be found on the Health & Safety Executive website (www.hse.gov.uk)
Q: What training will be given and how will I be trained?
A: You will receive training sufficient to undertake your assignment. This may be online, over the phone or at a client or local site.
Q: What hours are you recruiting for?
A: Each of our programmes has its own, unique hours of operations. We have programmes running twenty-four hours a day, every day of the year; however most of our employment opportunities are for the weekday/daytime hours.
Q: If I became an agent for your company, would I have to work at fixed times, or could I work whatever hours I want?
A: You will tell us when you are available to work and then we will schedule you to work the hours when our client needs you. After publishing that schedule to you, we will expect you to work that schedule unless there is an emergency or illness that prevents you from working.
Q: How many hours do you require agents to work?
A: Each program has its own requirements, but we generally need agents to work a minimum of 20 hours per week.
Q: Are the positions part-time or full-time?
A: All of our current agents are part-time.
Q: What is the maximum number of hours an agent can work each day/week?
A: There is no set maximum for a given day or week, however we abide by the European Directive on Working Hours which sets a maximum of 48hrs per week. Generally we will schedule to a maximum of 8 hours per day, and 40 hours per week, however you can tell us if there is a limit beyond which you prefer not to work for a given day or week.
Q: How do you schedule hours?
A: After determining our needs, based on the expected call volumes from our clients, we will schedule you to work during the hours you have told us you are available to work. We then post those schedules in our Agent section of the website for you to see.
Q: How often do you post schedules?
A: Weekly - although our scheduling system posts several weeks in advance.
Q: Will I have the same schedule every week?
A: If you are available to work on a regular basis, and if the programme you are trained on has a steady weekly need, and if you are performing well, then it is most likely that you will receive the same (or very similar) schedule each week.
Q: What happens if I can't work during a scheduled time?
A: Through the Agent section of our website, we have processes by which you can let us know if you will not be able to work. As with a conventional job, we understand that there will be times when you are sick, or otherwise unable to work during scheduled times. You will also have the ability to contact your Team Leader if an emergency arises.
Q: Are you in need of people to work late-night hours and/or weekends?
A: While we operate 24 hours per day 365 days per year, we already have many employees/applicants who can only work these limited hours. Ideally, new applicants will have greater availability during weekday/daytime hours.
Q: How does UKVCC determine what my schedule will be?
A: Agents post their availability on our website after being hired to work on a programme. Their availability needs to fit the requirements of the programme that they are hired to work on - this will be discussed with you in your telephone interview (the last step of the process). We require between 20-25 hours of daytime and weekday availability (4 hours on the weekend) per week. After the agent posts their availability (online), UKVCC will update the schedule (Hours are determined based availability and project call volume - hours are not guaranteed).
|
