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FAQ


1. What will I be doing as a Call Agent 360 employee?
Depending on the project, you may be obtaining, entering and verifying customer information, answering questions, resolving issues, explaining sales features or offering additional products or services, all while providing exceptional customer service.


2. What type of PC equipment is required in order for me to pursue the CallAgent360 program?

  • Computer Type: PC compatible (sorry, no Macs)
  • Internet Browser: Internet Explorer 6.0 or Higher
  • Minimum OS Version: Windows XP or Windows 2000 version
  • Minimum RAM: 512 MB highly
  • Minimum Processor Type: AMD Athlon, Intel Pentium 4 or better
  • Minimum Processor Speed: 1.4 GHz or better
  • Minimum Graphic Resolution: 1024 x 768 16 bit
  • Sound card with headset
  • Internet Connection: DSL or Cable connection only (Sorry, no modem access OR Satellite connections.)


3. What knowledge requirements must I fulfill?
We offer a wide range of positions which require different levels of skills and knowledge. It could be as simple as to make appointment with customers, or as demanding as a product information specialist.


4. How about the pay rate?
Corresponding to the various positions you could apply, we offer different remuneration packages. If you register to work under a set schedule, you will be paid with a basic hourly rate, PLUS a commission per call/appointment/sales that you make. You could be assured that our remuneration and bonus system is always on top of the market and it is reviewed annually.


5. Great, I’m loving being a call agent. How do I receive more calls?
By default, our TrackmyROI system assigns more calls to well performing agents over poorly-performing ones. So, the best way to be prioritized to receive more calls is to perform well right on the first day. And keep pleasing customer, too. By that you can accumulate good score and stay on top of the hot list.


6. So how is my performance assessed?
All your calls will be recorded and chosen randomly for assessment purposes. They will be evaluated by our Quality Assurance department, our clients, or callers themselves. We are committed to moderating the results so that agents’ performance assessment is unbiased and equal.


7. OMG, I got a low performance score!

Don’t panic. The only bad news is you will get less calls.

The good news is even if your score is desperately lower than our minimum score required, you still have the second chance to get re-trained and re-assessed. During that process, your account is banned from the job profile.

This is our policy to maintain a high standard of service and stimulate our call agents to strive for callers’ best satisfaction.


8. How do I set up my office at home?
Below are suggestions to help make your work environment effective, comfortable and safe.

  • Select a room free of distractions. This is important for you and your customers online. Background noise like the television, radio, or a dog barking can be distracting and unprofessional.
  • Look for a place with comfortable conditions. You may spend several hours at a time in this room, so make it a comfortable place. This includes good lighting (add a desk lamp if overhead lighting is not enough) and appropriate temperature control.
  • Create a spacious desktop. Look for a desk or table that is sturdy (one that can handle the weight of your computer and equipment) and at a good height. Give yourself plenty of space for your phone, headset and computer.
  • Remember that phones must be feature-free (i.e. no caller ID, voicemail, answering machine, call waiting, etc.). You must handle only one caller at a time. We strongly encourage all employees to use a second phone number for your work line.


9. How will I receive communication from CallAgent360.com?
Email is our primary source of communication to our applicants and employees, so please be sure to reference your email often. You can also chat with our technical support line at anytime.




If you have any other questions, please contact us at hr@agent360.com We’ll attend your enquiry ASAP.
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