ACD Direct
Chat hours on Thursday, April 14, 2016
10:00 AM EDT – 2:00 PM EDT – only
JOB OPENINGS: Work at Home Only
STATES HIRING IN: Alabama, Alaska, Arizona, Arkansas, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Michigan, Minnesota, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin
Position Type – Independent Contractor (earnings are reported under a 1099 status)
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ACD Direct Inbound Virtual Call Center
Frequently Asked Questions:
Q: Do I have to be a U.S. citizen?
A: No. If you can provide legal documentation proving you are eligible for work opportunities in the U.S. and reside in one of the accepted locations, you may register.
Q: Are the positions with ACD Direct part-time or full-time?
A: Our agents select their own schedules from our online scheduling tool based on their personal and professional obligations. Our online scheduling tool offers a variety of 30 minute commit blocks to select from.
Q: How do I register for projects with ACD Direct?
A: You can begin the registration process online. We recommend that you review all of the qualifications and FAQs before submitting an application.
Q: What is the application process and how long does it take?
A: We designed our application process to be as thorough and informative as possible and allow you to showcase your skills and experience to be considered for future project opportunities with ACD Direct.
Step 1:
Confirm that you meet all of our qualifications, including our technical requirements. This includes the computer, internet, phone, headsets and home office requirements.
Step 2:
Complete the Online Registration.
Step 3:
Once you have submitted the online registration form, you will receive an email confirming your registration submission which includes instructions to complete the vocal demonstration and sending screenshots of your computer system properties.
For completion of the vocal demonstration, we provide the number for you to call and two paragraphs that you will read.
For completion of the screenshots of your computer system properties, you will capture a screenshot of your system properties as noted on your system and email that to the address provided.
Your submissions will remain on file for 120 days to be reviewed during the next contracting phase.
- Will I need to come to your office for a face-to-face interview?
A: No, interviews are not completed for ACD Direct.
- Do I have to pay a registration fee?
A: We do not have a registration fee. Anyone can complete the registration process free of charge. If you are invited to certify after completing the registration process, you will be notified via email of our invitation.
ACD Direct does have a $30 certification fee that includes your criminal background check for one calendar year and costs related to certification. This fee is not requested until you have been invited to certify.
Q: Are there required meetings at the corporate office (or anywhere)?
A: No, we do not require any onsite presence to participate as an ACD Direct Independent Contractor.
Q: Would I be an ACD Direct employee or an independent contractor?
ACD Direct Agents provide service to our company and clients under an Independent Contractor Agreement.
Q: How much are customer care professionals paid?
A: Our current pay rates are 20 – 32 cents per talk minute. Our contractors log into our call routing platform. When logged into our system, your phone will ring. When you answer the call being routed to you, your talk minute count begins for that call and continues until you end that call. This happens for each call that you process during an active log in session.
Q: How often would I get paid?
A: ACD Direct has semimonthly invoicing. Invoice periods are as follows:
- 1st – 15th of each month
- 16th – End of Month
Earnings are typically deposited within 3-5 days of invoice submission at the end of each pay period.
Q: Do I receive a paycheck in the mail?
A: All of our Independent Contracts receive their earnings via direct deposit.
Q: When would I be eligible to receive benefits?
A: Because you would be an independent contractor, benefit packages are not available.
Q: Are there career advancement opportunities?
A: ACD Direct takes pride in looking towards our existing agent population when opportunities for advancement are available. When these opportunities are available, we send out announcements so that those who are interested my submit their resume for consideration.
Q: What would I be doing as an ACD Direct Agent?
A: You will be answering telephone calls from our clients’ supporters. Typically, callers are calling to donate to support one of our many non for profit organizations. Your phone rings, your script appears on your screen and you read the script while entering the information that the caller is providing.
Q: Do I have a choice of which program I work on?
A: Our agents start out with our more basic clients. As you become comfortable processing calls for these clients, you will have the option to obtain additional certification for other client groups.
Q: Is there a required number of calls I must take each hour?
A: Performance goals are determined in accordance with each of our clients’ needs. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution is the key focus for each log in session you participate in. We focus on providing superior customer service for each call you process.
Q: What kind of support will I have while I am working? What if I have questions?
A: Even though you will be working remotely from the comfort of your home, you will always have the support. All agents must be logged into our company based chat platform if they have initiated an active log in session in our call routing platform. You will have team leaders, CRM staff and Subject Matter Experts who are knowledgeable with the clients you are processing calls for, and are available via our company based chat platform for live in call support.
Q: How would I know if a customer is calling or if it’s a personal call for me?
A: To maintain high service levels for our clients, you will be logged into our call routing system during each call you process. While our system will not eliminate personal calls from occurring during an active log in session, you will be able to easily identify if the call is from our clients by the client identifying whisper you will hear when you pick of the phone.
Q: Are my calls reviewed.
A: Yes, our Quality Assurance team regularly reviews calls to ensure all client specifications are being met. A Copy of their feedback is supplied to you as a courtesy.
**Employment Options’ Clients only: Before applying for any positions from the job fair, first, contact your assigned job counselor directly. They will assist you in following the specific protocol for applying with these employer partners through the Ticket to Work program.