Work from Home FAQs
Overview and Locations
What is TTEC at home?
TTEC at home is a unique virtual work lifestyle for individuals who might have traditionally considered working in a customer contact or engagement center providing customer service, technical support or other support services such as chat or social media. The TTEC technology enables associates to work from the comfort of their own home, while ensuring the superior services, security, confidentiality, and assurances that our clients expect for their customers.
Technical Requirements (PC, Headset, Specifications)
Do I need to know how to use a PC to become a TTEC at home associate?
To be successful as a TTEC at home associate, you must have a strong working knowledge of computers and be comfortable using both the Internet and e-mail. A computer skills assessment is conducted as part of the application process. For those hired, we provide training materials and certification tests to prepare you to meet the more specific operational requirements of the client project you are assigned to once you are a TTEC at home associate.
What are the minimum technical requirements to become a TTEC at home associate?
In general, most work from home roles do require a Windows-based PC, high speed internet, and a headset. The technical requirements do change from time-to-time. Check out the requirements here.
Can I use an Apple/MAC computer?
The TTEC at home platform is built to support Windows-based PCs only. Apple/MAC computers, Chromebook, or tablets are not supported at this time.
Can I work on wireless internet?
You can use wireless internet as long as it meets the speed and stability requirements. You can use Home Wi-FI only on specific client assignments. Wireless access points need to be configured with strong encryption (AES WPA2 at a minimum).
Benefits, Support and Work Environment
Will I get to choose which project I work on?
Once hired, your talent acquisition team will work with you to determine the most appropriate project based on your skills, experience and your hours of availability.
Will I have time to do other things while I’m at work?
Working at home for TTEC at home is just like working inside of a traditional contact center where you clock in and out. While you are on schedule, you will receive constant interactions and must be at your computer to receive them. Of course, you will have normally scheduled breaks where you can handle personal items such as having your lunch or managing simple in-home chores.
What if I have questions when I’m working?
We will help get the answer! All TTEC at home associates are assigned to a Trainer or Team Lead who will be available to answer questions and assist you throughout your shift via chat support. There is comprehensive training, a wide network of support, a comprehensive knowledge base, TTEC University, a robust intuitive internal social media platform and much more. We’re here to help!
Are there opportunities for career advancement?
Absolutely! Because we partner with many Global 1000 companies, we offer a wide variety of opportunities and experiences to employees at all levels. As a TTEC at home associate, you’ll have access to various career development opportunities through our internal recruitment efforts as well as our ongoing training and development resources.
What are the age and educational requirements?
We require all employees to be a minimum of 17 years of age and have a high school diploma or GED.
Does my office really need to be secluded and noise-free?
Absolutely! You must treat this as a professional position and keep your office completely noise-free. Common noise distractions include televisions, radios, barking dogs or other pets, family members or others in your home, doorbells, cell phones and even lawn mowers. You need to ensure that you will focus on the customers at all times by working in a consistently quiet environment during your shift. A noise-cancelling headset is also strongly recommended.
Application and Assessments
How long will it take to complete my application?
On average, the application process takes up to one hour to complete. This includes your basic application information, skills and behavioral assessments and your initial systems assessments. We recommend that you complete the process on the computer that you’ll be working. While the application and application assessments can be completed on any device, the technical scans, like the initial systems assessment, requires you to hardwire your computer into your router to validate your computer information is compatible with the TTEC at home platform.
What if I do not pass the assessments?
If you receive an email stating that you did not pass the assessments, you may re-apply in 60 days.
Pre-employment Screening and Paperwork
Will I be required to complete pre-employment screening?
Yes, all candidates will be required to complete criminal background screening and some positions require a drug screening, following an offer of employment. Employment is contingent on successful completion of these components.
Will I be required to complete any employment paperwork prior to starting work?
Pre-employment paperwork requirements will vary by region. All required paperwork will be sent to you via email. In the US, an I9 is required and you will receive details and the link to complete it prior to your start date.
Do I need to complete a training program?
TTEC at home provides you with specific product and client training through a certification program to prepare you for the on-the-job requirements of your assigned client project. All training is paid, mandatory and is conducted both online and over the phone.
How much time does it take to complete the training?
Training time is dependent on the needs of each client project and can range from a few days to a several weeks in duration.
Will I have support during training?
Yes, you’ll have a fixed training schedule that is led by a TTEC at home trainer. Trainers will be available during set times to answer any questions you may have via an online chat room or conference call.
How do I schedule the hours I want to work?
Work schedules are determined based on the hours of availability you indicated you are available for during the application process and that you agree to work during your offer process. Specific hours vary by client project. You will receive a set schedule for Training, and while in Training, you will receive your schedule for Production.
What schedules are available?
Each client project is unique and will require different work schedules that may vary from early morning to late night hours. With any project, however, you’ll need to commit to a minimum of working 4-6 consecutive hours each shift.
Will I need to work weekends or holidays?
Yes, you'll need to be available to work both weekends and holidays. Some of our clients provide services and support to customers on weekends and holidays. As a result, you may be asked to work on weekends and holidays.
How many working hours per week are required?
Although each client project is different, you are considered part-time employees and will be expected to work a minimum of 20 hours per week. Depending on your availability and the client’s needs, specific work schedules can range from 20-30 hours per week. Flexibility is a key part of being a TTEC at home associate. You may also be offered the opportunity to work additional hours to support a particular client project. Eligibility for these programs is determined by each associate’s hours of availability.
Do I work a fixed schedule or will my schedule vary?
Schedules vary depending on client needs. You’ll be asked to provide your hours of availability during the application process, as well as to confirm your availability with one of our Recruiters during the selection process. If hired, you’ll be matched to a project with Hours of Operation that coincide with your hours of availability. You will receive a set schedule for Training, and while in Training, you'll receive your schedule for Production.
Can I request time-off for vacations or appointments?
Initially, attendance for training requires 100% attendance. Once you have started in production, time-off requests are approved through your team leader and granted on availability and on a first-come, first-served basis. If you are not approved, it is your responsibility to have your shift covered by a fellow team member by following the guidelines of your team leader and the Operations Support Team.