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June 11, 2014 0 Comments

Keys to Getting a Virtual Call Center Job

Many people have asked me how they can get a virtual call center job from home.  Others have advised they were not hired though their skills matched those requested.  Unlike a call center building, virtual centers have an unlimited area in which to recruit meaning there are 100s seeking the same position as you.  The odds of getting a job change from 1 out of 2 at a center to 1 out of 50 for virtual call center.  Below are seven keys to getting a call center job as a virtual agent.

  • Be professional and smile when you speak with the recruiter.  Although it seems silly, the truth is your voice is friendlier while smiling.  This is very important when the recruiter is sitting 500 miles away and only “knows” you through the phone.  Note the recruiter has 100s of applications to fill very few spots.  You want to shine above the rest.  The recruiter is not your friend and is choosing people who will make her/him look good.  Your professionalism is important.
  • Practice, practice, practice answering questions on the phone with a friend.  Be sure the friend is articulate and honest.  You will need to answer with authority, at the correct sound level, and again, with a SMILE.  It isn’t as easy as it seems, so don’t be afraid to practice.
  • Know your computer.   You will be expected to know how to open several browsers at one time and easily search the internet for answers while speaking with the interviewer.  Remember, this is an interview for speaking with the companies callers, and everything you do should reflect capability, understanding, and quality.
  • Be compassionate and empathize with the caller. “I’m sorry you are having this problem.”  “I’m sorry you had to call for an answer.”  “I’m sorry for ___”  This is the number one reason people do NOT get a virtual call job.  You must show you will be empathetic with the caller.  It does not matter who is at fault, who doesn’t understand, or who performed the negative issue.  Your job is to tell the customer you are sorry for the problem and immediately advise you will be “happy to help them”.  There will be several recruiting questions that are tied to the above, so practice this with your friend.  Make it automatic.  Many potential agents think they didn’t cause the problem so why should they say sorry.  Because that is YOUR job, so be prepared to do it

Caller … I dropped my computer on the floor and it does not work.

Agent … I am sorry you are having this problem.  I will be glad to help you.

Caller … I have called several times and the issue is not resolved.

Agent … I am sorry you are having this problem.  I will be happy to help you.

Caller … My dog ate the owner’s manual.

Agent … I am sorry this happened to you.  I will be happy to help you.

Get it? Do it!

  • Answer questions honestly and succinctly.   A good answer is complete but does not need to be long.  Plan on every question taking no more than 2 sentences to answer.  When an answer becomes longer, it wanders off topic and brings up questions in the recruiter’s mind.  You want to answer the question and then stop.  Silence is your friend.  If the recruiter needs more information (Can you give me an example?) then give a short example.
  • Prepare for the trick questions:  Why do you want to work for us? And tell me your worst personality trait (or something like that).  The first answer should refer to how much you enjoy working with and helping people.  The second question is a trick, so never fall for it.  You need to answer this with a positive trait like … My worst quality is that I love to work many hours and have a hard time saying ‘No’ when asked to work more.  Or, “I have a personality of a fixer because I always want to solve people’s problems.”
  • Always have a question available at the end.  The interview will end with the recruiter asking if you have any questions.  This is your chance to ask pertinent questions ie “Will I be able to work additional hours?”  “I am interested in this company as a career, will there be chances for advancement?”  These types of questions are very positive in the recruiter’s eyes because they refer to areas that help the company.  Never ask about vacation, benefits, or money.  These items can be discussed once you get the position.

Good luck.  Be positive, professional, most of all smile during the interview. If you follow these instructions, you will stand out among applications and be able to secure a virtual call center job while working from home.

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Backus and Associates provides consulting services for companies who are investigating or launching virtual call centers.  Our 10 years of experience managing within the virtual setting enables Backus and Associates to bring the needed expertise for planning and initiating a virtual culture including: executive planning sessions; management training; agent surveys/meetings; and Operations, IT, Recruiting, and Training preparation.  Backus and Associates partners with management to design a virtualization plan and follow through with the implementation processes.  Backus and Associates also assists companies who currently have virtual programs with the goal of increasing quality and agent performance while removing areas that reduce program success.  Contact is … bill@backusandassociates.com.  Visit the website at … www.backusandassociates.com

Check out these other great articles about home-based jobs as a work from home professional. Also check out our home-based job descriptions and current job postings for mom professionals.

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April 23, 2014 0 Comments

The Working Stay-At-Home Mom: Turning Passions Into Paying Positions

Compared to the societal ideals of 50 years ago, women today can choose independence by choosing at home professions. Women are no longer cast into the roles of housewife or stay-at-home mom. Modern day independence provides women with opportunity, whether they choose motherhood, a career or both.

In 2011, working mothers served as breadwinners for 40 percent of family households, according to 2013 Pew Research Social & Demographic Trends analysis. Breadwinner moms were comprised of married mothers who earn a higher income than their husbands (37 percent) as well as single mothers (63 percent). The trend of breadwinning mothers has understandably been linked to an increasing presence of mothers in the workforce. Nearly half of the U.S. labor force is made up of women, and the employment rate of married mothers has increased by 43 percent between 1968 and 2011.

Even so, stay-at-home moms and working moms typically remain polarized. In motherhood, you’re either pro stay-at-home mom or pro working mom—never both. The discord fosters resentment, judgment, envy and guilt from both groups. With all of these harbored negative feelings, why do women have to choose either/or? Here are four ways stay-at-home moms can not only participate in the workforce, but nurture their passions by choosing at home professions—an even greater reward.

Etiquette Consultant

For a mother raising her children to be upstanding members of society, teaching manners and morals are invaluable lessons. Take your family lessons on decorum and start an etiquette consulting business. Etiquette expert Catherine Holloway teaches professionals, adults and children how to create opportunity by acting with diplomacy and civility in social situations. Jacqueline Whitmore coaches professionals on business etiquette and protocol designed to spur business growth. Fine-tune first impressions, conversation skills and even body language. Etiquette services can also include advice on proper thanks yous and gift-giving customs, from writing traditional thank you cards to ordering flower delivery for professional settings.

Health Entrepreneurvegetables

If you love to color your refrigerator with greens and stay active with the family, delve into a business dedicated to health and wellness. Not only can you make a difference in your family’s lives, you can change the lives of others. Brand and build a website that features your family’s nutritious recipes and inspirations for staying healthy. Other business outlets for a health-passionate advocate include establishing an online retail store for T-shirts and tanks crafted with unique wellness-related designs. Or perhaps you have an idea for a marketable nutritional product or supplement. Entrepreneur Joyce Emily fueled her passion for nutrition by creating the superfood drink Basic Greens. The juice drink became Emily’s brand, empowering people to live a healthy lifestyle.

Professional Organizer

You may as well call yourself an organization pro. You constantly return misplaced toys to bins and rearrange cupboards to fit an influx of plastic cups and bowls. You’ve developed the problem-solving skills to declutter, downsize and maximize space. Why not earn some cash with your craft of expert organization? Sara Pedersen offers hands-on organization assistance and simplification services through her business Time To Organize. She cites U.S. News and World Report and states professional organizing as one of 20 hot jobs for the future workforce. On Pederson’s Career FAQs, you can learn how to enter the professional organizing industry, including how much you can make and required certifications and training.

Wardrobe Stylist

Inundated with motherhood and homemaking demands, a woman can lose her sense of style. Perhaps you’ve been in her (worn out) shoes before. Ya know, when heels are inconceivable and sneakers have even replaced cute ballet flats. By starting a styling business venture, you can offer sensible fashion advice and inspiration for real women who are just like you. Urban Darling provides in-person and virtual styling services, as well as online lookbooks for an “elegant young professional” and many other types of women. Help the fashion-impaired with closet audits, personal shopping and event styling. If you have the look and eye to be a professional fashion stylist, check out Complex Style’s list of tips on how to make it happen.

Now, it’s your turn. Choose one of these at home professions or select from the countless others available to you as a stay-at-home mom. You’ll find so much reward and satisfaction.

Check out these other great articles about home-based jobs as a work from home professional. Also check out our home-based job descriptions and current job postings for mom professionals.

 

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January 14, 2014 0 Comments

Challenging Times Call for Creative Hiring Solutions

In today’s economy, many businesses are having to downsize and cut back expenses every place possible in order to survive. This includes letting valued employees go – often times with much regret. And unfortunately some believe our economy will not improve for a couple of years. So what are businesses to do? How do you support and grow a business if your employee pool is or will be dwindling? Are there creative hiring solutions?

Outsourcing is a Creative Hiring Solution

The good news is that many businesses are finding a perfect solution in outsourcing to independent professionals. These professionals offer the same skills and experience as an on-site employee yet they work as an independent, not requiring employee benefits or office space. One of the largest pools of independent professionals is mom professionals who have left the workforce voluntarily or involuntarily.

Many of them are looking for ways especially now to help supplement their families’ income. And in some cases support their family altogether if their spouse has been laid off. These professionals are experienced and educated but are seeking the freedom and flexibility to work hours that are more conducive to having a family. Some of them work part time and some work full time. Some of them work on an hourly basis and others work on a salary or by the project. What’s great for them and for the company is that studies have proven that a person’s productivity actually goes up when working from a home office. This is at least partly due to the fact that independent workers want to prove themselves and go above and beyond expectations to ensure the work keeps flowing to them.

A Win-Win Solutions

The beauty of it is that these creative hiring solutions is a win-win for the company and the professional. In the majority of cases the company saves on payroll and employee benefits and the professional is pleased to have flexible work and puts forth his or her best effort to make sure the work keeps coming in. For more information on hiring at home professionals, visit www.HireMyMom.com.

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Lesley Pyle is the founder and president of HBWM.com Inc. which includes the national association of Home-Based Working Moms helping moms network, learn and grow in their role as a Home-Based Working Mom and HireMyMom.com connecting at-home Mom Professionals with home-based jobs and projects in virtually every career field.  Pyle has been featured in numerous publications including Forbes, Entrepreneur, Wall Street Journal, USA Today, Home Office Computing, and many others.  Twitter @lesleypyle and @hiremymom

Check out these other great articles about tips for mom as a work from home professional.Also check out our current job postings for mom professionals.

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January 3, 2014 0 Comments

Hiring a Virtual Assistant Will Help You Grow Your Business

What VAs Provide their Clients and How it Has Helped Their Business

As a home based entrepreneur, most of us look forward to getting to the point where we need to outsource work. If we are outsourcing, we must be busier than we can handle and looking to lighten our load. If that’s the case, you’ll want to take a look inside the opportunities available to home business owners in hiring a virtual assistant (VA).

What is a Virtual Assistant?

If you have not heard of a Virtual Assistant, they are “highly skilled professionals who excel in their given area of expertise. They provide extensive marketing solutions, administrative support, proofing, editing, website design, bookkeeping and many other specialized services for entrepreneurs, small businesses, authors, and others who want to bring their business to a new level. VAs work globally taking advantage of all the many benefits the Internet offers,” Diana Ennen, author of Virtual Assistant – The Series: Become a Highly Successful, Sought After VA, says.

Ways A Virtual Assistant Will Grow Your Business

“A VA can help a client’s business grow in so many ways.  One of the main reasons a person hires a VA is to just take over the daily administrative tasks so they can focus more on their clients and customers, thus making more money and growing their business.  But once the immediate tasks are taken over by the VA, they can start to move into more of a partnership.  A VA can become the second in command for the client.  When the trust grows over time, the VA starts to work with the client’s customers, also helping to make even more money and allowing for their business to grow,” Carolyn Berg, Virtual Assistant/Owner of CyberOffice Solutions, LLC says.

Another way a VA can help a client’s business grow is research.  Most business owners do not have time to do research on the internet or make updates to databases, etc. A VA can handle research as well as help search new business alliances and opportunities.

“Carolyn Berg has been my Virtual Assistant since December 2006. She handles many responsibilities that allow me to develop and market my business. She maintains my online newsletter, creates campaigns, makes calls to clients, creates marketing packages with desktop publishing and overall, keeps me on track. She is always willing to assist me, and she has made some great suggestions toward building the business,” Tom O’Brien, owner of Tom O’Brien Productions, in Washington, CT shares.

A Virtual Assistant is a Business Owner

A virtual assistant is not only an assistant to other business owners, they are business owners themselves. They understand the ins and outs of running a business and know what is involved in owning a home based business. “VAs have a unique way of looking at problems from a business standpoint. Many of them have had their own growing pains and dealt with them which is a big advantage to businesses who use our services,” Candy Beauchamp, CVA, CRESS OffAssist says.

“I use three VAs in my business. I have my main VA who performs administrative tasks for me, another who does my accounting and a variety of others I bring in for special projects such as designing a brochure or doing research.  If I was doing all of this work, I would never have time to see the number of clients that I am able to see and consequently wouldn’t be able to achieve the income that I now can.  Beyond that, they have added capabilities to offer services to my clients that I either don’t have the skills to do or don’t have the motivation or time to do. VAs have given me back time and created a broader range of services that I can offer to clients,” Brad Farris, Anchor Advisors, Ltd, in Chicago, IL, adds.

In today’s world, you don’t have to be in a big office building to have an assistant. You simply need to look online for the many talented VAs out there. I’ve found hiring a Virtual Assistant to be a great way to help manage and grow my business.

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Lesley Pyle is the founder and president of HBWM.com Inc. which includes the national association of Home-Based Working Moms helping moms network, learn and grow in their role as a Home-Based Working Mom and HireMyMom.com connecting at-home Mom Professionals with home-based jobs and projects in virtually every career field.  Pyle has been featured in numerous publications including Forbes, Entrepreneur, Wall Street Journal, USA Today, Home Office Computing, and many others.  Twitter @lesleypyle and @hiremymom

Check out these other great articles about tips for mom as a work from home professional.Also check out our current job postings for mom professionals.

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December 4, 2013 0 Comments

Top Ten Things Moms Want For Christmas

10. Santa’s elf to help entertain the children so we can get some work done.

9. Another elf to help get all the Christmas shopping done.

8. One more elf to decorate the tree, and one to keep watch so the kids don’t knock it over.

7. And just one elf to wrap all those gifts.

6. An elf would be nice to put those lights up that honey just hasn’t gotten to yet. (“No dear, I’m not nagging!”)

5. What about an elf to clean up this place? What a mess! And that laundry… oh please say you will.

4. It would be great if we could borrow Mrs. Claus just to do some Christmas baking.

3. And Santa, can you send a personal trainer elf to get rid of some of these extra holiday pounds?

2. Oh and an extra wonderful, loving elf to watch these lil sweet angels so honey & I can attend a holiday party would just be great.

 

And Santa, number ONE of the 10 top Christmas gifts for Mom is……

1. Some of that magical dust for more hours in the day!

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Lesley Pyle is the founder and president of HBWM.com Inc. which includes the national association of Home-Based Working Moms helping moms network, learn and grow in their role as a Home-Based Working Mom and HireMyMom.com connecting at-home Mom Professionals with home-based jobs and projects in virtually every career field.  Pyle has been featured in numerous publications including Forbes, Entrepreneur, Wall Street Journal, USA Today, Home Office Computing, and many others.  Twitter @lesleypyle and @hiremymom

Check out these other great articles about tips for mom as a work from home professional. Also check out our current job postings for mom professionals.

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November 25, 2013 0 Comments

Take Your Work-at-Home Productivity to New Levels

Have you ever asked yourself? “How productive am I? Am I using my time wisely to get the most accomplished in the time I am working? Where is my time going?” All these questions deal with work-at-home productivity.

Working at home is often seen as a luxury to many moms. It is the best of both worlds. You still get to work and earn an income but you do not have to sacrifice your family time to do it. Many moms have made the transition, and many more are in the process of making the transition. The downfall is that many inexperienced business moms lose of a lot of time, money and energy in the process due to inefficiency and inexperience.

Causes for Loss of Productivity

Unprepared for the journey ahead of them, the following daily occurrences often cause a loss in productivity while working from home:

  • Personal phone calls,
  • Emails coming in,
  • Children and infant responsibilities interrupting schedules,
  • Neighbors knocking on the door,
  • Fly-by-the-seat-of-your-pants mentality,
  • Lack of organization and planning,
  • Unfinished household chores creating an eyesore to your peripheral vision, and much, much, more.

I believe my success, like other thriving home-based working moms, lies in mastering my own System. If you don’t have a structured system laying the foundation of your at home business; your productivity and profitability are at stake.

Ask yourself:

  • What systems do I have in place to organize my business and personal life?
  • What daily routines do I need to ensure are done?
  • Do I have reliable child care arrangements?
  • Do I have any weekly assignments, tasks or chores that I need to plan for?
  • What are my monthly to-dos and when should I schedule them?

How to Be Productive at Home

Setting your system can be as easy as:

  • Checking emails only twice a day, or during particular hours of each day.
  • Allowing voicemail to pick up your personal calls and kindly asking your neighbors to come back when you are finished with your work day,
  • Setting a work schedule and working solely on your business while your children are tended to and not on household chores.
  • Picking one day a week for laundry and ironing, or running business errands out of the house.
  • Taking advantage of weekday shopping while traffic and crowds are at a minimum.
  • Sending monthly invoices and accounts payables on one particular date each month.
  • Establishing an annual calendar based on your anniversary date, to review and report your progress, and find ways to improve your weak areas.

While working at home does give you lots of flexibility, you do still have to know your limitations and when to simply say “no”. Let go of the guilt and know that you cannot possibly do everything. Whether you need to hire a housekeeper, order take out or say no to a volunteer request, know that you are doing what’s best for you and your family but not overextending yourself and putting unnecessary burdens and expectations on yourself.

Create Necessary Boundaries and Stick to Them

Remember: profitability is only one sign of your business success.

Success lies more in your work-at-home productivity, because it ensures all your roles as a home-based working mom are met.

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Lesley Pyle is the founder and president of HBWM.com Inc. which includes the national association of Home-Based Working Moms helping moms network, learn and grow in their role as a Home-Based Working Mom and HireMyMom.com connecting at-home Mom Professionals with home-based jobs and projects in virtually every career field. Pyle has been featured in numerous publications including Forbes, Entrepreneur, Wall Street Journal, USA Today, Home Office Computing, and many others. Twitter @lesleypyle and @hiremymom

Check out these other great articles about productivity / time management as a work from home professional. Also check out our current job postings for mom professionals.

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