Frequently Asked Questions

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Is there a fee to join the Sitel Work@Home Solutions team?
No, there are no fees.


In what states do you hire for Sitel Work@Home?
Alabama, Arizona, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Louisiana, Maine, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin.


Is there a fee associated with the criminal background check, credit check or drug screen?
Fees associated with the background check, credit check and drug screen are paid by Sitel. There is no cost to the applicant.


When will I hear about my application?
Within 24 hours of completing your application you will receive an email from Sitel acknowledging receipt of your application. If you do not receive this email, we have not received your application and you will need to reapply.


Are associates hired as employees or are they independent contractors?
All associates are hired as employees.


What kind of work will I be doing?
Associates will take inbound customer service calls. Calls may involve billing inquiries, account or product inquiries, product or service orders, installation scheduling or technical product trouble shooting.


Will I get to choose which project I work on?
Our recruiters will work with you to ensure you are placed on a project that is best suited towards your skills and experience.


What are the requirements for my work space?
Associates will need to provide an office that is noise and distraction free. Be aware that common distractions may include interruptions from family members, cell phones, television, music, doorbells and pets.


What schedules are available?
Schedules for each position will vary depending on client needs. When hiring for a project, prospective agents will receive an email detailing the available schedules.


Are positions part-time or full-time?
Sitel offers both full-time and part-time positions. Associates must be able to train full time, 40 hours per week.


How will I receive support at home?
You will have a dedicated Coach and Subject Matter Expert that will be available to support you by phone, email and live instant message chat.


How much does an associate get paid?
Pay rates vary depending on the skill sets needed for each client.


Does Sitel pay by the hour or by the call?
Associates are paid by the hour. So, if you work for five hours, you will be paid for five hours.


How does Sitel pay?
Associates are paid bi-weekly. We encourage our associates to enroll in direct deposit or our total pay card (debit card) program.


When will my benefits take effect?
Benefits are offered for full-time employees. Benefits become active on the first day of the month following your 90-day anniversary.


Do Sitel associates get raises?
Yes, we have a step plan in place where agents receive raises at regular intervals.


Do I need to complete a training program?
Yes, all associates are required to attend an online training class. The length of the training class will depend on the complexity of the project.


Am I paid for training?
Yes, training classes are paid by the hour. If training class is 40 hours, you will be paid for 40 hours.


How long is training?
Training for positions will vary depending on the complexity of the assignment. Training can last between three to six weeks.


Will I have support during training?
Yes, a trainer will be there to offer support every step of the way.


What materials or equipment will I need for training?
You will be required to download software which will be available online. You will need your Sitel approved telephone and headset. We will provide details about each when you are offered a position.


Will my training schedule be the same as my work schedule?
No, training schedules and work schedules will not be the same. Work schedules will be based on our clients call volume. We will try to coordinate training classes so they are close to the work schedules being offered.


What happens if I can’t attend every training class?
You must attend every training class. If you miss even one class you will be dropped from the project. Sitel does not offer make-up training classes. A large amount of information is covered in each class; missing one class would be detrimental to your success on the project.


What type of phone line is needed?

  • Basic home phone line is required including traditional phone lines and/or cable based (Comcast, Verizon, etc.) – VoIP service such as Skype, Vonage, magicjack, etc. are NOT allowed.

Do I need to have a long distance plan?
No, a long distance phone plan is not required.


What are the computer requirements for the Employee Owned Equipment positions?
Personal computer must be a desktop configured with:

Computing Minimum Specifications:

Sitel Work@Home Solution™ BYOC (Bring Your Own Computer) Project:

Computing Minimum Specifications:

  • Desktop or Laptop (Apple/Mac, Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook, & Android systems are NOT compatible)
  • Operation system – Windows 7, Windows 8, and Windows 10
  • All peripherals must be wired (Wireless Keyboard, Mouse, or Headset are NOT allowed)
  • A separate 19” Monitor with 1280×1024 minimum resolution (this does not include monitors associated with an All-In-One or AIO unit)
  • * Anti-Virus – Symantec, McAfee, AVG, Windows Defender, Trend Micro

For Windows Systems

  • RAM – Required 4 GB for Windows 7, Windows 8 & Windows 10
  • Processor Speed – Dual Core 2 Ghz or better
  • Free Space – 20 GB
  • 2 available USB ports

Sitel requires Internet not be used for non-work related purpose during working hours; including media streaming, ripping, gaming, or other web usage by other members of household that may negatively impact your networks performance.

Other Technical Requirements

  • Approved USB Headset < hyper link to show the list of approved headsets listed below>
  • Basic home phone line is required including traditional phone lines and/or cable based (Comcast, Verizon, etc.) – VoIP service such as Skype, Vonage, magic jack, etc. are NOT allowed

For your convenience, our application process includes a built-in computer diagnostic test to determine if your computer meets our requirements.

 


Can I use a Macintosh computer?
No, Sitel does not support Apple/Macintosh computers


What are the Internet requirements?

Internet – Minimum Specifications:

  • Internet speed –  download speed 1.5 MB; upload speed 1.5MB
  • ISP must be highly stable with no packet loss and latency under 100ms
  • DSL or Broadband Required  – WiFi, WiMax, Satellite, dial-up, and/or Hotspots are NOT allowed
  • Home Router with wired link to PC

Can I use any Internet Service Provider (ISP)?
You can use any ISP as long as it meets our required upload/download speeds and service is provided via cable modem or DSL.


Can I work from my local coffee shop?
No, you must work from your home office IP (Internet Protocol) address. We deal with sensitive customer and client information and we need to ensure we have a safe and secure network at all times.


For the Employee Owned Equipment positions will Sitel software be loaded onto my computer?
Yes, once you have accepted a position you will be instructed to download software specific to your project.


If I accepted a position where I provided my own equipment will Sitel ever have access to the personal information on my computer?
No, the Sitel software is independent and cannot access data or files on your computer.


Can I use VoIP for my phone service?
No, Voice over Internet Protocol (VoIP) is not supported.