Q: What is an Independent Agent?
A: An Independent Agent is an independent contractor that develops and manages their own business. An Independent Agent contracts with LiveOps and Element Customer Care under two separate Independent Contractors Agreements: one with LiveOps and one with Element Customer Care.
Q: Do I have to sign a contract with Element Customer Care?
A: Yes. You will need to sign an Independent Contractor Agreement with Element Customer Care in addition to the agreement you have already signed with LiveOps.
Q: Does Element Customer Care certify Agents in every state?
A: Yes, Element Customer Care, through its relationship with LiveOps, has certified Agents in the contiguous 48 states. However, we make specific certification decisions based on needs within a state.
Q: How many hours can I work?
A: As an Independent Contractor, you can provide services for as many or as few hours as your schedule permits.
Q: How are Agent fees paid? How often?
A: Independent Contractors will be paid twice a month. To receive payment, Independent Contractors must submit invoices using the LiveOps online invoicing system. Element Customer care pays Agent fees by check OR direct deposit.
Q: What are the characteristics of the most successful Agents that contract with Element Customer Care?
A: Agents that successfully manage their home based businesses share the following traits:
• They are professional and capable of providing a high level of service
• They enjoy the freedom that running their own business allows them
• They are positive and optimistic
• They are tolerant and accepting of differing view points
• They are even tempered and handle frustration well
• They are comfortable with numeric reasoning
• They log on to the LiveOps platform on time, and honor all time commitments
Q: How old must I be to be considered by Element Customer Care?
A: You must be 18 years of age or older to be considered by Element Customer Care.
Q: Do I have to be a legal resident of the United States?
A: Yes, Element Customer Care requires that all contracted Agents legally reside in the United States.
Q: Can I live in Canada?
A: Unfortunately, Element Customer Care does not contract with individuals or businesses in Canada at this time.
Q: Will I need a Tax Identification Number?
A: Yes, as an Independent Contractor you will need a Tax Identification Number. If you are a corporation, LLC, or partnership, you will have a tax ID for that entity. If you are a sole proprietorship (self employed), you may use your social security number for your Tax Identification Number. Your state, however, may be different, so please check the requirements in your state. At year end, Element Customer Care will provide a 1099 - Miscellaneous Income Form for your year end tax reporting purposes.
Q: Are there minimum hours or a minimum amount of calls that are required?
A: Scheduling time is strictly up to each Agent. Agents can provide services as little or as often as their lifestyle allows.
Q: What is the process for becoming an Agent?
A: Step 1: Complete Live Ops Qualification Path
Step 2: Complete Element Customer Care Qualification Path
Step 3: Review certification modules then pass the certification quiz.
Step 4: Attend a brief Q&A Webinar with Element Customer Care personnel prior to your first call.
Q: How will Element Customer Care contact me if I am selected to attend the Q&A Webinar?
A: After you have completed the certification quiz, Element Customer Care will contact you via email to provide you with the Q&A Webinar login and password.
Q: Is there a contractor's fee?
A: At this time, Element Customer Care does not charge a contractor's fee.
Q: What are the minimum equipment requirements?
A: Offering services through LiveOps and Element Customer Care will require the following computer and software set-up:
• A personal computer with at least a 1GHz Pentium III processor or better.
• A minimum of 512 MB of RAM Memory.
• Windows XP (we do not recommend Home Edition), or Windows Vista (see important information below).
• Internet 6 with Service Pack 2.
• Java 2- Version 1.5
• A minimum of one USB port (USB version 2)
• System configured in accordance with Microsoft's recommendations as outlined on their Protect Your PC" Web Site.
http://www.microsoft.com/athome/security/default.mspx
These steps include:
o Windows Update module enabled and configured to update automatically
o Windows standard firewall enabled on systems where it exists
o Anti-Virus software installed and configured to automatically update (please refer to Microsoft's web site for instructions on securing your system)
o Microsoft also has free anti-spyware (Windows Defender) that is very effective in killing spy-ware It can be downloaded for free at http://www.microsoft.com/athome/security/spyware/software/default.mspx
• Ad-Aware installed and run at least once per week. You can get this tool at no cost at www.lavasoft.com
• A monitor capable of displaying at least 1024 X 768 pixels
• A sound card installed
• Speakers or headphones
• A high-speed DSL or Cable internet connection (Satellite internet connections are not recommended).
Important information about Windows Vista :
Although Windows Vista is compatible with the LiveOps system, there are some VPN issues which our vendors are addressing. This means that as an Agent, you will be able to participate in most (about 95%) but not all Programs. The hardware system requirements for running Windows Vista are higher than XP (see below for detailed hardware specifications for running Windows Vista).
LiveOps Agent Computer System Requirements
Minimum System Preferred System Vista System
*See note above
Operating System Windows XP (XP Home not recommended) Operating System Windows XP Pro Operating System (Vista Basic not recommended) Windows Vista: Home Premium/Business/Ultimate
Processor Pentium III or Comparable Processor Pentium III or Comparable Processor 32-bit (x32) or 64-bit (x64) processor
Processor Speed 1GHZ Processor Speed 3 GHZ or faster Processor Speed 1GHz or faster
System Memory (RAM) 512 MB System Memory (RAM) 1 GB System Memory (RAM) 1 GB
Hard Drive (HDD) 40 GB Hard Drive (HDD) 80 GB Hard Drive (HDD) 40 GB
Available HDD Space 15 GB Available HDD Space 20 GB Available HDD Space 15 GB
Java Java 2 Version 1.5 Java Java 2 Version 1.5 Java Java 2 Version 1.5
USB Ports One USB Ports One or more USB 2.0 ports USB Ports One or more USB 2.0 ports
Browser Internet Explorer 6 with Service Pack 2 Browser Internet Explorer 6 with Service Pack 2 Browser Internet Explorer 7
Anti-Spyware/Adware Anti-Spyware/Adware Anti-Spyware/Adware
Anti-virus Software See Description Above Anti-virus Software See Description Above Anti-virus Software See Description Above
Monitor Resolution: 1024 X 768
Screen Size: 17" or larger Monitor Resolution: 1024 X 768
Screen Size: 17" or larger Monitor Resolution: 1024 X 768
Screen Size: 17" or larger
Sound Card One Sound Card One Sound Card One
Video Card *Support for DirectX 9 graphics
*128 MB graphics memory
* Pixel Shader 2.0 in hardware
*32 bits/pixel
DVD-ROM Drive One or more
Q: Can I use a MAC computer?
A: Macintosh computers are not compatible with the LiveOps system. To access Element Customer Care’s calls, you will use the LiveOps system.
Q: What are the internet connectivity requirements?
A: The LiveOps system, which you will use to access Element Customer Care’s calls, requires either a DSL or Cable broadband connection. LiveOps will not support a satellite or dialup connection at this time.
Q: Can I use my home telephone to receive calls as an Agent?
A: No, a separate landline telephone that is dedicated to your home business will be necessary. This line must only be used to receive LiveOps or Element Customer Care incoming calls. This line cannot be used for any other incoming or outgoing personal calls. Element Customer Care does require you to provide to us a separate contact telephone number (i.e. your home telephone or cell phone number).
Q: What is a landline?
A: A landline is a telephone line that is connected to your local telephone company.
Q: What are the specific requirements on the dedicated landline telephone?
A: The telephone must be corded, and be free from all features such as call waiting and voice mail. Cordless phones are not allowed.
Q: Will I need to call long distance?
A: Long distance will not be necessary.
Q: Can cell phones be used for incoming calls?
A: LiveOps will not support cell phones due to security reasons.
Q: Does Element Customer Care provide Agents with the physical tools to perform services?
A: As an Independent Agent, you are responsible for providing and maintaining all equipment and outside services necessary to provide contracted services to Element Customer Care.
Q: Does Element Customer Care charge agents to use their technology?
A: At the present time, Element Customer Care does not charge Agents to use the basic Contact Center technology.
Q: How do I schedule time to accept telephone calls?
A: Element Customer Care issues scheduling opportunities for new agents once a week. As an Independent Agent, you can commit to half hour time slots that fit into your schedule. The scheduling process will be covered more thoroughly in the Q&A Webinar held after you pass the certification quiz.
Q: I am a former Element Customer Care Independent Contract Agent. How do I reactivate my independent contractor status?
A: Element Customer Care will not reactivate an independent contractor status. It will be necessary for former contractors to reapply.
Q: When is the heaviest call volume?
A: We expect the heaviest call volume between:
• 8:00 am – 9:00 am
• 11:30 am – 1:00 pm
• 7:00 pm – 9:00 pm.
All times are EST.
Q: Can I work when I travel or while I am on vacation?
A: Element Customer Care requires that Agents receive calls only on the dedicated business line. Calls will not be rerouted to any other number.
Q: I will not be able to take calls for an extended period. Will I lose my status?
A: Your IC account will remain active until you have not taken a call in 42 days.
Q: Does Element Customer Care reimburse Agent expenses?
A: No. Element Customer Care contracts with Independent Agents to provide services. It is the Agents responsibility to provide equipment and materials to maintain their home business.
Q: Do all agents receive the same call volume?
A: The volume of calls that an Agent receives will vary based on a variety of factors. Agents that "commit" to being available during peak hours will receive higher call volume. Additionally, Element Customer Care uses LiveOps’ proprietary call routing system which routes calls based on, but not limited to, Agent's schedule adherence, talk time, and committments.
Q: How can I generate additional revenue?
A: Simple. Work more hours & take more calls.
Q: Is it possible to lose my certification?
A: Agents can lose their certification and have their Independent Contractor Agreement cancelled if the agreement terms are violated.
Q: What type of calls will I take?
A: An Independent Agent you will take calls based on the certification paths you complete. Element Customer Care currently provides outsourced customer service representatives to answer the following call types: billing, sales & technical support for the cable industry; technical support to the hotel industry; billing support to the entertainment industry. We will currently be offering Independent Contract agents the opportunity to provide billing support to our entertainment customers.
Q: Who is Element Customer Care?
A: Element Customer Care is a Durham, NC-based company, with nearly 250 employees in addition to independent contractors. We offer billing services, tech support and customer service call center operations and management to a wide range of clients in the broadband, cable, hospitality and service industries. We incorporate industry best practices and processes to create excellence in customer service.
Customer interaction is a key component in delivering responsive and efficient customer service. More than just voices at the other end of the telephone, all of Element's customer service representatives are skilled Customer Service Representatives (CSRs) with varied industry backgrounds.
We promote greater customer interaction and customer satisfaction by being able to handle calls around the clock - twenty four hours a day and seven days a week. Today's customer expects a live person to answer their calls and handle their issues in a timely manner.
When you outsource your inbound calls to Element you get a sense of comfort that your customers' needs are met whatever the time of day they call. No machines, no endless ringing, a real voice to serve your customer the right way - the Element way.
Element is currently hiring customer service representatives in multiple states! Please click here to apply.
Element is an equal opportunity employer. All applicants will be afforded equal opportunity without discrimination because of race, color, national origin, religion, gender, veteran status, age, sexual preference, marital status or disability.
Billing services, tech support and a customer service call center to drive your business