Since the 1950s, the contact center industry has been growing at an impressive pace.
It wasn’t even called “contact center” back then. In the mid-20th century, the only means of taking care of business in this industry was the telephone, hence the term “call center.”
In the decades that followed, more and more communication channels emerged. The original name wasn’t cutting it anymore, so the term “contact center” was introduced to incorporate channels such as email, live chat, and social media.
Nowadays, the contact center industry is a vibrant hub of employment opportunities. If you’re looking to carve your own niche in this professional realm, we’ve found a place that will help you achieve that goal.
ACD Direct, a company that offers a wide array of contact center solutions, is hiring customer service representatives who can work remotely. If it’s a well-established platform that you’re looking for, ACD Direct is the place you have to check out.
More on ACD Direct
ACD Direct was launched by Noah Rosales in 2003.
Clearly, Rosales and his company have no lack of confidence in the services they have to offer. Here’s an excerpt from ACD Direct’s LinkedIn account: “Since 2003, ACD has leveraged industry-leading CCaS technology with at-home agents to perfect the flexibility of the gig economy. The world is trying to convert the model that ACD has long perfected and continues to improve.”
That is called believing in yourself, and it’s not a case of baseless pride. Over two decades, this contact center company has processed more than $1.4 billion in payments on behalf of its clients. On average, ACD Direct agents process in excess of $57 million in payments every year.
ACD Direct’s workforce engages in the full spectrum of telecommunication activities—from text messaging and audio calls to real-time chats and email. On top of that, the company provides helpful tools such as network routing, a reporting dashboard, a SimpleScript platform, and AI-enabled agent monitoring.
At present, ACD Direct offers contact center solutions to corporations, educational institutions, non-profit organizations, and even government agencies. With so many clients to attend to, ACD Direct is looking to bolster its workforce. That’s where you come in.
What can you expect from this job?
First, let’s get one thing out of the way: At the moment, ACD Direct isn’t hiring customer service reps from California, Delaware, Louisiana, Massachusetts, South Dakota, Vermont, West Virginia, and Wyoming. This is due to state laws on requirements for independent contractors.
To qualify as a work-from-home customer service rep, you need to meet the following criteria:
- Be at least 18 years old
- Have excellent interpersonal, customer service, and phone skills
- Have an intermediate proficiency level in terms of operating a PC
- Have strong organizational skills
You get bonus points if you have contact center experience.
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As far as equipment goes, make sure you have the following:
- PC with Windows 10 or a more advanced Windows OS (Mac systems and Chromebooks are not compatible with the platform utilized by ACD Direct.)
- At least 2 GB RAM
- Intel or AMD CPU 2GHz processor (or equivalent)
- High-speed access point via cable, DSL, or FiOS
- At least 512K upload speed and 1.5 Mbps download speed
- Noise-canceling headset (with corded USB connection since Bluetooth connection is not allowed)
Plus, you need a secure workspace free of any background noise.
After you fill in the registration form, you will be asked to take a basic assessment test and submit a video voice sample. Once you pass this initial evaluation, you will undergo a background and equipment check. If you pass that, your final hurdle will be a test call with the contact center.
Ready to apply for this job? Click here to get started on your application for a customer service rep position at ACD Direct!