Expert Global Solutions (EGS)
A Work-at-Home Company Profile
Expert Global Solutions (EGS) was acquired by Alorica in June 2016 to create the largest customer experience business process outsourcing (BPO) company operating in the U.S. and the third largest in the world. EGS had itself been formed in April 2012 by the merger of NCO Group and APAC Customer Services.
Those looking for work-at-home jobs at EGS should go to the website for Alorica.
Call Center, Customer Service, BPO
Alorica offers customer experience services for other companies in 130 locations in 14 countries. It has more than 100,000 employees.
The company's services fall under four categories: customer relationship management, which includes technical support and back-office services; financial solutions, which include debt collection and fraud prevention services; healthcare solutions, including those for healthcare payers and pharmacy benefits managers; and digital services, such as customer experience analytics and robotic automation.
The company's work-at-home call center agents, also known as virtual call center agents, answer questions and address complaints from customers on the phone or in online chats.
Alorica allows agents to set their own work schedules. The company says it expects agents to offer "insanely great" service while they are interacting with customers.
An agent's pay is based on one of several rates: Per-Minute Rate, Worktime Rate, Per-Call Rate, or Guaranteed Hourly Rate. Work-at-home agents typically make from minimum wage to $10 an hour. The company says that if an agent's total earnings for a week do not meet minimum wage requirements, their pay will be increased in order to abide by them.
Alorica says it offers two types of training, depending on which type of clients an agent would be dealing with. Most of the training is done online and from your home, and you will be paid for your training time.
You must have the following equipment to perform the work-at-home agent's job:
- A PC (not a Mac) with the latest version of the Windows Operating System and at least 1 gigabyte of RAM
- A headset
- A land-line telephone without features such as voicemail or call waiting
- A DSL, cable, or fiber optic internet connection (no dial-up, satellite, or 4G wireless connections)
Some prospective work-at-home agents may be asked to complete drug and/or background screenings prior to training. Alorica will pay for these screenings.
Depending on the number of hours you work, you may qualify for medical and dental benefits.
Work-at-home agents need a high school diploma or its equivalent and at least one year of customer service or sales experience. They should have basic computer skills and, depending on the project they'll be working on, they may need to pass certain job-related assessments. They need to be able to communicate clearly and, for some projects, be bilingual in English and Spanish or some other language.
Go to Alorica's work-at-home jobs site to find open positions and apply for them.
For more profiles of companies that offer virtual call center jobs, go to The Balance Careers' Work at Home Call Center Company Profiles article.