Work at Home Frequently Asked Questions

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

In what states do you hire for Sitel Group Work@Home?
Alabama, Arizona, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Louisiana, 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, you will receive an email from Sitel Group 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 toward your skills and experience.

What are the requirements for my work space?
Associates must 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 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 Group 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 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 Group 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 Group 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 Group associates get raises?
Yes, we have a step plan in place where agents may receive increases 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 varies 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 is 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 and work schedules will not be the same. Work schedules are based on our clients call volume. We try to coordinate training classes so they are close to the work schedules being offered.

What 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 Group 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?

  • A basic home-phone line is required; this includes traditional phone lines as well as cable-based lines (Comcast, Verizon, etc.). However, VoIP service such as Skype, Vonage, magicjack, etc. are NOT allowed.

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

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

Computing Minimum Specifications:

Sitel Group 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 or Windows 10
  • All peripherals must be wired (wireless keyboard, wireless mouse and wireless headset are NOT allowed)
  • A separate 19” monitor with 1280×1024 minimum resolution (this does not include monitors associated with an all-in-one (AIO) unit)
  • * Anti-Virus – Full versions of Symantec, McAfee, AVG, Windows Defender or Trend Micro

For Windows Systems

  • RAM – Required 4 GB for Windows 7, Windows 8 and Windows 10
  • Processor Speed – Dual Core 2 GHz or better
  • Free Space – 20 GB
  • USB Ports – at least two available USB ports

Sitel Group requires internet be used for work-related purposes only during working hours. This includes media streaming, ripping, gaming or other web usage by other members of household that may negatively impact your network’s performance.

Other Technical Requirements

  • Approved USB headset < hyper link to show the list of approved headsets listed below>
  • A basic home-phone line is required; this includes traditional phone lines as well as cable-based lines (Comcast, Verizon, etc.). However, VoIP service such as Skype, Vonage, magicjack, 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 Group 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 hot spots 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 Internet Protocol (IP) address. We deal with sensitive customer and client information and we need to ensure a safe and secure network at all times.

For the Employee-Owned Equipment positions, will Sitel Group load software 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 Group ever have access to the personal information on my computer?
No, Sitel’s 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.


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