[Job-Discussions] Five Questions to Ask About Working Remotely for a Call Center

[David Andrews]

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>VisionAware - Friday, October 20, 2023 at 11:40 AM
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>Five Questions to Ask About Working Remotely for a Call Center
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>
>Are you blind or have low vision, and are you 
>interested in remote work? What about working 
>for a customer service call center? Working from 
>home is an excellent option for people with low 
>vision or blindness. Commuting to work is easy. 
>Plus, the flexibility to be in your home 
>environment is nice. But what if the job is 
>working in a call center? Here are some 
>questions to ask yourself before pursuing this career.
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>1. Can you work full-time?
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>This question might be a no-brainer since most 
>jobs require a 40-hour schedule. Call centers 
>are no different in this regard. They might have 
>pre-scheduled breaks and lunches. They might 
>offer shift work or a rigid work schedule. All 
>of this is to ensure coverage for phone calls. 
>Have you worked this schedule in the past? How is your energy and stamina?
>
>It is easy to take for granted that since you 
>are working remotely, working full-time will be 
>no problem. But consider the mental energy 
>constantly talking to customers — especially 
>when ssome aren’t nice to you. The many hours 
>of sitting in a chair at a computer can take a toll on your body.
>
>Set yourself up for success. Prepare your lunch 
>and snacks in advance to enjoy precious break 
>time. Stay physically active. Walk around the 
>house during your breaks or after work. Do some 
>stretching at your desk to avoid stiffness and soreness.
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>2. Can you multitask quickly and proficiently?
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>Working at a customer service call center 
>usually requires strong multitasking skills. You 
>may have to have several windows and apps open 
>on your computer. Can you move through them 
>seamlessly without getting confused or 
>disoriented? How about while also talking on the phone?
>
>When I worked remotely in a call center, I had 
>multiple databases open, including the call 
>center screen, Microsoft Teams, Word, and 
>Outlook. I needed to have all those screens open 
>while working. I toggled swiftly, depending on 
>what I was trying to accomplish.
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>3. Are you prepared to feel occasional loneliness and isolation?
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>Feelings of loneliness and isolation can affect 
>people working remotely. You are sitting in your 
>home with limited access to management and 
>colleagues. A considerable part of work is 
>having a close relationship with your 
>supervisor, co-workers, and customers. We are 
>human beings and created for personal interaction and engagement.
>
>Working from home doesn’t ultimately allow for 
>that kind of contact. Yes, we can talk on the 
>phone, send an email, or converse on a Zoom 
>call, but it is not the same. When you work from 
>home, there’s, unfortunately, no chatting at 
>the water cooler about weekend plans. No lunch 
>with co-workers, laughing and joking at the 
>annual office party, complimenting a 
>colleague’s new outfit or hairstyle. These 
>opportunities for connection don’t usually 
>exist outside the physical office.
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>4. Have you researched remote call center work?
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>Not all call centers or remote jobs are created 
>equal. Some might require overtime. Some might 
>require working on holidays or the weekend. 
>Others might require a quota of calls answered 
>within a specific timeframe. Management might 
>require more documentation of each call to ensure quality assurance protocols.
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>Regardless, do your homework. Do a simple 
>internet search on the pros and cons of working 
>remotely in call centers. Look at helpful posts 
>that break down what it is like–posts that 
>address whether tthis kind of work is best 
>suited for you. Check out the company online. 
>Gather thoughtful interview questions to ask. If 
>possible, talk to other low-vision or blind 
>people who work in call centers. I had a couple 
>of conversations with blind friends who had 
>experience in this area. Their words were 
>helpful as they honestly described a typical workday.
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>5. Are you proficient in using computers and assistive technology?
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>
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>Remote customer service jobs require the use of 
>a computer and access to the internet. Usually, 
>customer service representatives use a dedicated 
>portal to retrieve information and receive 
>inbound calls. People who are blind or low 
>vision typically use assistive technology like 
>magnification or screen readers. Proficiency 
>with this technology is a must. Most employers 
>are not familiar with how this technology works. 
>You may need to advocate and share how your 
>technology interacts with their software.
>
>My knowledge of working on a computer with a 
>screen reader enhanced my experience because I 
>didn’t have immediate access to help. 
>Sometimes, I had to figure out the issue on my 
>own. When tech support was available, they had 
>remote access to the computer. I needed to 
>communicate the problem to troubleshoot the solution effectively.
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>Conclusion
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>This list of questions is not exhaustive, but 
>they offer some considerations to ponder. I’m 
>sure more questions will arise. I encourage you 
>to learn as much as possible to have a 
>successful experience working remotely in a call center.
>
>Learn More
>
><https://aphconnectcenter.org/visionaware-blog/working-remotely-successfully-as-a-person-with-vision-loss/>Working 
>Remotely When Blind or Low Vision
>
><https://aphconnectcenter.org/expanded-core-curriculum/power-up-your-work-performance-with-regular-enjoyable-exercise/>Power 
>Up Your Work Performance With Regular, Enjoyable Exercise!
>
><https://aphconnectcenter.org/employment/five-questions-to-ask-about-working-remotely-for-a-call-center/>https://aphconnectcenter.org/employment/five-questions-to-ask-about-working-remotely-for-a-call-center/
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