Overview

Experienced Agents

VForce hires on a national basis giving us access to the best-of-the-best. Better educated. Highly motivated. More productive.

We are partnered with NTI, a national recruiting and employee management company that specializes in placing disabled professionals.

We have a rigorous hiring process to qualify our candidates. Only 60% of the applicants make it through. Another 20% fall out during our robust training program. By the time we put our agents on the phone, only 30% have met our qualifications. We keep only the best.

We license agents in states where Auto Club and Motor Club licenses are available. This is a lengthy process that requires each employee to submit both a state and federal criminal background report, based on fingerprints.

Agents

VForce’s turnover rate is much lower compared to a traditional call center which runs at a rate of nearly 100%. Our agents have chosen the flexibility and satisfaction of working from home. In addition, our at-home agents are employed versus being independent contractors.

National AWARD

VForce won the prestigious SourceAmerica 2014 National Small Business Partnership Award. This award is presented to those businesses whose contributions have attributed to the independence and promotion of individuals with significant disabilities in the workplace.

Support the AAA Brand

Our agents are hired in with a specific AAA employee profile. We provide them with exclusive AAA training to support the AAA brand. We do not have a mixed workforce (e.g. varying skill sets for efforts such as collections). Our inbound agents can handle calls from any Club.

Educate the Member

Our agents take time to listen. They take their job seriously, working hard to educate the member on the benefits of AAA and leave them with a positive experience.

Unlimited Capacity

Because VForce is a virtual call center, our on-demand staff enables us to scale staffing according to your business needs and seasonality challenges.

Recruiting

In-depth Interview Process

  1. Interview. Our candidates first talk one-on-one with our HR representatives.
  2. Skills Testing. To ensure we have the highest caliber skillsets, we put our candidates through a series of skill testing that includes: Basic Computer Navigation, Business Reasoning, Data Entry & Typing, and Audio Data Entry & Typing.
  3. Aptitude Testing. It’s important at VForce that our candidates complete a “Job Fit Assessment” – a trait assessment consisting of a personality and cognitive section.
  4. Background Check. All candidates also go through a standard criminal check.

Training

Robust Training

Our training is specifically designed for at-home agents. Because our training is robust, we lose 40% or our qualified agents before they complete the first step of a 4-step training series. In fact, only 30% of candidates make it onto the phones. Yes, our approach is expensive and time consuming, but our turnover rate is low and our results speak for themselves.

Training Series

1. Agent 101 Training. Our agents go through a series of 38 courses covering sales and customer service specifically for at-home agents.

2. Systems Training. Our sophisticated technology requires hands-on training. Our agents are diligent in learning to use the Five9 AAA Renewals database which houses our rich member data. They also spend 40 hours learning how to use the VForce’s online systems. We even teach them the science behind our List Management efforts to ensure that they understand our process for receiving and placing the greatest number of calls possible.

3. AAA Training. We hire our agents with a AAA profile in mind. We want them to be AAA advocates so they go through AAA Brand Orientation training. In addition, they are trained on AAA’s Service Offerings and Membership Dues.

4. Role Playing. Once our agents have the foundational training under their belts, we work with them one-on-one to ensure they are prepared to talk to the membership. We also have them review live and recorded calls and provide our agents with valuable feedback.

5. Online testing. After working on the phone for 1 week, agents are given 5 different online tests to ensure that they understand the agent position and can retain the material learned during training.

Quality Control

The quality of the member experience is of upmost importance to us. That is why all of our calls are recorded. We have a quality control department that listens to recordings and provides feedback to our agents. Agents are provided ongoing one on one training throughout their employment.

Inbound and Outbound Telemarketing

All at-home agents start out as outbound telemarketers. Our inbound agents are our best and are able to work on multiple clubs at the same time.

Agent Systems

All agents’, broadband internet access and land lines are tested to ensure they meet the mandatory specifications outlined.

Careers

Work-At-Home Agents

Tired of work-at-home opportunities that are NOT legitimate? Would you love to work at home, but do NOT want to be an independent contractor? Would you like to eliminate paying your own quarterly taxes, and be an actual employee instead?

Description
Company: VForce
Position: Agent
Location: Nationwide

VForce Auto Club Renewals is looking for experienced telephone agents to call existing members for a AAA.

Responsibilities

  • Explain AAA products/services and associated pricing; field member questions
  • Confirm/update member information such as name, address, and payment method; enter orders into computer database
    Maintain records of all contacts, accounts, and orders
  • Record member feedback
  • Make recommendations to adjust sales scripts to improve performance or enhance clarity of concepts
  • Conduct client or market surveys in order to obtain information about potential customers
  • Answer inbound telephone calls from members: Expired member renewals and Emergency Roadside Service

Work Environment:

  • Professional home office
  • Internet through DSL or Cable
  • A laptop and headset is provided by VForce
  • Professionalism at all times is a must

Compensation and Benefits

  • We pay $11 per hour plus performance incentives
  •  Employees are paid on a bi-weekly basis

Work hours

  • Monday – Friday 5:00 p.m. – 9:00 p.m., EST
  • Saturday from 8:00 a.m. – 3:00 p.m, EST (optional)

Interested?

Should you have the dedication and motivation to work from home as an employee, and would like to be considered for this tremendous opportunity, please apply on-line by emailing: hr@vforceagent.com.

VForce is proud to partner with National Telecommuting Institute www.nticentral.org.

Qualifications

  • Previous work-at-home sales experience preferred
  • Extensive inbound and outbound calling experience
  • Customer service experience
  • Strong sales background
  • Knowledge of principles, methods and sales techniques for explaining and selling products or services
  • Knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards, and evaluation of customer satisfaction
  • Exhibit a friendly and energetic personality as well as pleasant phone etiquette
  • Above average computer skills
  • Ability to build relationships over the telephone
  • Ability to make cold calls
  • Exhibit active listening skills and social perceptiveness
  • Solid time management skills
  • Critical thinking skills
  • Professionalism and self motivation
  • We have the ability to monitor calls through our web-based database and phone system