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[Background Music]
(Ann) One of the greatest things of working from home is that I’m in my world.
Being able to look out my window and see the water.
It’s very serene and very calming.
(Kimberly) My husband wanted a stay-at-home wife; he has that. And I can
still work and interact with people and make my own money. I love it.
(Heather) The pros of working at home is just the convenience of being at
home. You really save time and travel. You save time in having to get ready
in the morning. The extra time I would spend traveling I get to spend here
with my family.
(Eric) Being that I worked at call centers before, I thought it was a great
opportunity and definitely something different. There’s nothing better than
waking up in the morning, 20-25 minutes before I have to get on the phone,
get my breakfast, brush my teeth, and I’m ready to go.
(Ginger) The agent role for work at home is a call center representative that
is simply doing it from their own home. You are answering calls, assisting
customers, providing excellent customer service, and answering questions.
(Ann) It starts off quiet but then it gets up to speed and I have calls pretty
well back to back.
(Heather) You are constantly taking calls. You get done with one call and
you are finishing up with the computer stuff for that call, you hit "man-in"
and you can have your next call.
(Eric) I can see a lot of individuals thinking, well hey, I'm working at home,
that means I can just be on the Internet until a call comes in and I don’t
have to worry about day care; it’s not gonna work.
(Kimberly) You have to dedicate your time and your work space to Capital One.
(Heather) I normally start in the morning by putting a sign up outside
that says please do not knock or ring my doorbell. So that way I don’t have
any disruptions. You have to have a nice quiet environment where you
can do the job and do it the right way.
(Ann) You have to be focused and very present to your customer. You’re
going to get found out if you’re not. It’s not like they have a big eye on you
like you’re being watched in your office, but you are heard.
(Heather) A manager can pull up our call at anytime. You never know who’s
listening. You could be getting graded on a call right there and you want
to make sure every call you do is the best call that you can do.
(Ginger) The computing process is a guideline that we’ve set up where we tell
them this is what we expect out of all of your calls. We want it to sound like
this one representative is there for that one customer every single time they call.
(Eric) The biggest difference between working in a regular call center and
working at home definitely is the interaction with individuals, face to face.
(Heather) IM is our main form of communication. It’s constant chats back and
forth. Whether it be a chat with your manager or a chat with your teammate.
First thing I do in the morning is open up my chats.
(Kimberly) I am interacting with my co-workers all day, every day. So, I do feel
like I’m in an office with the comforts of home.
(Ginger) The training process for the work at home representative is a
blended version. We have some in house training and you’ll get your
equipment and supplies. And then you’ll have some training that we’ll
actually do virtually from your home.
(Heather) It consisted of four-six weeks, very critical, very mandatory to be there.
[Trainer] This is a fast-paced training, so missing one day is going to feel like
missing a while week of training, does that make sense?
(Heather) That training is really what got me
prepared to be successful working at home.
(Eric) A good candidate for here at Capital One working from home
is definitely someone who is self motivated, that doesn’t really need anyone
to say, hey, it’s time for you to be on the phones.
(Ginger) If your start time’s 8 o'clock, you have to start at 8 o’clock. It’s even more
vital than an in-house situation because we’re counting on you to be on the
phone that very minute. You do have a flexible schedule; however, what you
set in the beginning is what you will have through the first year of your
employment. You have to think very carefully about what you choose, day one.
(Ann) You have to really be focused and think on your feet.
(Heather) You have to be able to multi-task; you have to be very structured.
(Kimberly) You have to have a great personality, you have to enjoy people.
(Ginger) Even though we hire as a call center job, it’s not necessarily a call center
job. My ideal representatives are really conversationalists; they enjoy speaking
to customers. We want somebody who when they answer the phone, you think,
wow that was a great experience and I want to tell someone about Capital One.
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