Sitel HomeShore℠

Which sounds better to you: driving in heavy traffic for an hour each way or walking 10 feet to your home office? If the idea of a commute measured in inches as opposed to miles brings a smile to your face, then Sitel HomeShore℠ might just be the opportunity you've been seeking.

Sitel HomeShore℠, Sitel's work-at-home program, is designed to provide associates with the freedom and flexibility of working remotely. Sitel HomeShore℠ is very much like working at one of our global call centers. You apply and receive professional training within Sitel's business training center. Then, upon graduation and certification that you have earned the necessary skills and knowledge to be a Sitel HomeShore℠ Associate, you are ready! Sitel will begin to route calls to your home office. You will have a regular work schedule and access to live support via phone, e-mail and instant message chat tools. The only difference between you as a Sitel HomeShore℠ Associate and Sitel's associates who work in a call center is location.

Frequently Asked Questions

Who is Sitel?
Sitel is a global Business Process Outsourcing (BPO) leader. Sitel works with large companies to support their inbound agent assisted client interactions. As a Sitel HomeShore℠Associate, you will be part of team of more than 60,000 associates in 27 countries. Sitel provides world-class solutions from onshore, nearshore, offshore and homeshore locations across 155+ facilities throughout North America, South America, EMEA and Asia Pacific. The company's award-winning services provide clients with the scale and diversity of offerings to ensure the best return on their customer investment.

What does Sitel do?
Sitel works with large companies to support their inbound agent assisted client interactions. Typical client interactions supported include customer service inquiries or product technical support for some of the world's best known brand names. Sitel provides fully integrated customer care and back office processing services that focus on delivering a return on customer investment to our clients by reducing service costs, improving customer retention and increasing revenue per customer. Sitel's ability to serve customers and track customer information across multiple channels enables us to consistently provide positive, intelligent service on behalf of our clients.

What are the advantages of becoming a Sitel HomeShore℠ employee?
The freedom to work in your comfortable clothes might be reason enough to entertain the idea of working from home, but there are many more benefits to becoming a Sitel HomeShore℠ Associate:

• Work comfortably at home
• Set the hours that work best for you
• Decrease upkeep on vehicle
• No more work days missed due to weather
• Reduce your carbon footprint-being green is more than just recycling

Isn't it time you considered this outstanding opportunity? Regardless of your motivation to work from home, Sitel HomeShore℠ may be the perfect option for you.

How do I apply to become an associate with Sitel HomeShore℠?
To learn more about a career with Sitel as a Sitel HomeShore℠ Associate, CLICK HERE, and follow the links to begin the application process. You may also call your local Sitel office for details about Sitel HomeShore℠ positions available in your area.

Is there a fee to apply or to become a Sitel HomeShore℠ Associate?
Unlike some "work from home" opportunities, there is absolutely no fee to apply for a Sitel HomeShore℠ Associate position. Sitel HomeShore℠ Associates do supply their own equipment (phone, broadband Internet service and monitor), but Sitel will provide the device to work from home.

Are my home set-up expenses tax deductible?
Please contact a professional tax advisor for all tax-related questions. The following link will take you to additional information at the IRS website: http://www.irs.gov.

Are Sitel HomeShore℠ Associates employees of Sitel or are they independent contractors?
All of our Sitel HomeShore℠ Associates are Sitel employees. This approach helps us maintain the sense of community, culture and client brand awareness with our Sitel HomeShore℠ Associate staff, which is critical to effective customer service and support.

Are there opportunities for career advancement?
Yes. As a Sitel HomeShore℠ Associate you will have opportunities for career development, as well as internal recruitment and development.

How much does a Sitel HomeShore℠ 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?
Sitel pays Sitel HomeShore℠ Associates for every hour they perform services including training, time spent on a call or time spent waiting for the next call.

How does Sitel pay its Sitel HomeShore℠ associates?
Sitel HomeShore℠ Associates are paid bi-weekly via direct deposit where applicable.

If I prefer to receive a check by mail, is this an option?
Depending on your location, Sitel may have other alternatives if you are unable to have your paycheck deposited directly into your personal bank account. If your state or location does not allow mandatory direct deposit, please communicate this during your interview so that we may set up an alternative solution.

What are some of the perks of working for Sitel?

• Paid professional training
• Paid vacation time
• Medical and dental benefits
• 401(K)
• Employee discounts with Sitel's many major brand-name partners including consumer electronics companies, PC manufacturers, satellite service providers and mobile communications companies

What kind of work will I be doing?
Sitel works with large companies to support their inbound agent assisted client interactions. Typical client interactions supported include customer service inquiries or product technical support for some of the world's best known brand names. Sitel employees become a virtual extension of the brand names they support when talking to our clients' customers. Interactions supported may include, but are not limited to, billing inquiries, account or product information questions, product or service orders, installation scheduling or technical product trouble shooting.

Who are Sitel's clients?
Sitel works with some of the world's best known brand names. Sitel's 450+ clients span a number of industries and include more than 83 Fortune 500 companies. While our associates technically work for Sitel, you become an extension of our clients' brands by understanding their objectives, embracing their culture and taking ownership of their customers. Below is a sample of some of the Sitel clients you could represent:

• A leading global Internet Service Provider
• A top U.S.-Based Airline
• The largest Satellite Entertainment Provider
• A Consumer Electronics Giant

Will I get to choose which program I work on?
Once hired, our recruiters will work with you to place you in the program they believe is best suited to your skill set, experience and hours of availability.

What equipment do I need and what requirements are there in order to become a Sitel HomeShore℠ Associate?

Sitel will provide a desktop system, keyboard and mouse shipped at no cost to your address of record. It is your responsibility to provide the following equipment and adhere to these requirements:

• A monitor, LCD or CRT
• AT&T model 993 telephone, amplifier GN8000, headset GN202 (can be found at http://www.avcommsolutions.com if unable to locate in a local store in your area).
• Dedicated analog land line with all calling features disabled (such as unidentified call blocking and voicemail). VOIP or digital phone lines are not compatible with our systems are are prohibited as work phone lines. When you utilize an analog line for work use (which is required) and a separate VOIP/digital line for personal use in your home office, in some cases the VOIP/digital personal line has impacted system connectivity and resulted in technical issues. Common resolutions have been disconnecting the VOIP/digital personal line during work hours, changing service providers, or using analog service for both your work and personal lines.
• A dedicated broadband/DSL Internet connection. (NOTE: Broadband connection must be dedicated for your use and not used for other devices or by other person's during the times of your shift.) Satellite, wireless or VOIP Internet service providers are not secure connections and are not allowed for Internet connectivity while on shift working for Sitel.
• Sitel HomeShore℠ only allows hard-wired network connections from the modem to any Sitel HomeShore℠ equipment.
• Wireless cards and/or wireless devices must be disabled while accessing the Sitel virtual network.
• To be on the Sitel HomeShore℠ program the agent must have a minimum of 1.5MB download speed and 300kb of upload speed.
• No more than one agent working from the same broadband Internet connection at once. (If two agents are working simultaneously in the same house, two broadband connections are needed from the ISP).
• No personal devices are to be connected to the Sitel HomeShore℠ agent's broadband connection while connected to the Sitel network.
• An appropriate home work environment with designated office space free from distracting or background noise.

If I have equipment or software issues once I begin working what do I do?
Sitel will provide you with all necessary process and procedures to support you. This will be reviewed during your training.

What does it mean to have an appropriate home work environment?
Below are some suggestions to help you create a comfortable and effective work environment.

• Select a room free from distractions. Background noise such as the television, radio, crying children, or dogs barking is distracting and unprofessional.
• You'll be spending several hours at a time in this room, so it's important to make it a comfortable space. Good lighting and ventilation will help keep you focused. And don't forget a comfortable chair!
• Remember to be safety-conscious. Protect your equipment from power outages and surges by plugging everything into a surge-suppressing power strip. Use a spill-proof container for beverages as accidental spills can damage your PC.
• Remember that phones must be feature-free (i.e. no FAX machines, fax tones, no caller ID, voicemail answering machine, call waiting etc.).

What type of Internet Service Provider is acceptable to use for high speed internet access?
Sitel HomeShore℠ only supports Cable or DSL service (512MB minimum download speed). At this time dial-up, satellite or microwave connections are not compatible. To determine your bandwidth speed, visit this website: http://reviews.cnet.com/internet-speed-test/?tag=ftr.

What type of phone line is needed? Do I need to have a long distance plan?
Sitel HomeShore℠ Associates will need an analog traditional landline telephone. Additionally, Sitel highly recommends utilizing a second line dedicated for work purposes. Cell phones, digital or VoIP connections are not supported. Please have all features permanently disabled on your work line - call waiting, call forwarding, voice mail, etc. Also, long distance is not needed as you will be receiving calls from Sitel's network.

Can I use my cell phone?
Sitel HomeShore℠ utilizes hard-wired phone devices only.

Can I use my VoIP telephone Provider?
VoIP is not supported at this time.

Can I have the phone installed after accepting the job offer?
Phones may be installed after accepting a job offer as long as the line is installed and tested prior to your effective start date.

Do I need to complete a training program?
All Sitel HomeShore℠ Associates are provided with Sitel training, as well as client-specific training. At this time, training for client programs is only offered at an existing site location or training facility in certain areas.

Do I pay for training?
One of the many benefits of being a Sitel HomeShore℠ Associate is that we pay YOU for training!

How long is training?
Training time is dependent on the needs of the client and can vary from a few days to a few weeks.

Will I have support during training?
Yes. Under our current Sitel HomeShore℠ model you will attend training at an existing site or training facility. Your trainer will be there to support you every step of the way.

How do Sitel HomeShore℠ Associates schedule their hours?
Sitel HomeShore℠ Associates are scheduled based on the available hours they provide to their recruiter and the client needs. Specific program hours vary by client.

What schedules are available?
Each program is different. Many clients have varying hours from early morning to late night. We do ask that all our Sitel HomeShore℠ Associates be available to work flexible schedules that also include weekends and holidays.

Are positions part-time or full-time?
Sitel offers both full-time and part-time positions. Please discuss with your recruiter once the hiring process has been initiated.

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, e-mail and live instant message chat.

Will I have team meetings?
Yes. Once you are hired, you will receive your team meeting schedule.

Will I have regular performance reviews and coaching?
Yes. As a Sitel HomeShore℠ Associate you will receive regular informal and formal feedback from your Coach.

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