FREQUENTLY ASKED QUESTIONS

GENERAL

What does LATEAM LLC do?


We recruit and support work from home agents who will provide call center support such as Sales, Customer Service and Tech Support via phone, email, or chat. Our business partners provides the clients we have access to and some of the additional technology needed to function as a remote agent. Put simply our job is to -TAKE GOOD CARE OF OUR PARTNERS CLIENTS!" Our agents are independent contractors (self-employed) All agents receive a 1099 for tax reporting. Apply now!




Why should I choose LATEAM LLC as my support company?


LATEAM LLC has been a leader in this industry since 2012 and have earned the prestigious status as a PREMIER SERVICE PARTNER !!!! This is the highest status a service partner can have. It means we operate honestly, ethically, with transparency and have had NOT ONE SINGLE complaint filed against our company. We are one of the largest companies in the network with over 2700 contractors. We have an A+ Better Business Bureau (BBB) rating since being evaluated by this trustworthy agency. We are proud to offer a legitmate opportunity to those wishing to become self-employed but without the legal hassles. Just a few perks of partnering with our company: ~ Dedicated liaison team to provide quick resolution or response ~ Voucher to assist with course costs ~ We care about contractors! Your success is ours too! Apply now!




Why do I need to register with your Partner - Arise?


In short, upon registering you now have access to the both the clients that need our call center support and the technology which allows us to "simply log in" to work. Arise recommends our Virutal Call Center as one of their Premier Partners. Our company ID is 54438! APPLY NOW!




What types of clients can I provide call center service to?


Please visit our Clients page to see just a sampling of the industries we support.




I am still not sure what this is all about, can you break it down further?


Sure - click here to see >>>>> HOW IT WORKS! In a nutshell:

  • Arise Virtual Solutions our business partner - contracts with US Based Companies that need outsource call center support.
  • LATEAM LLC is a Premier Business Partner to Arise to provide the actual phone, chat or email support via our network of home based agents.
  • The Home Based Agent (YOU) is contracted with LATEAM LLC to provide the phone/email/chat support needed by the Client.
APPLY NOW!





AGENT INFO

Can I work from anywhere?


All contractors need to be legal residents of the United States and must be 18 years or older. We currently do not contract with residents of the following states: California, Connecticut, Maryland, Massachusetts, New York, Oregon and Wisconsin. You will be required to document proof of your identity and residency in the United States. APPLY NOW!




What type of call center support is needed?


Primarily Sales, Customer Service and Tech Support via Inbound Calls! But our contractors also provide data entry, email and chat support. Some of our high performing contractors have even been granted contracts for an expanded role such as Escalation support; Chat room Monitors; Quality Coaches and other leadership roles. LATEAM LLC provides ongoing support to ensure that all of our contractors have such opportunities! APPLY NOW!




What investment should I plan on with this opportunity?


Our contractors should ensure they have their home office well appointed with all workstation requirements. (see above FAQ- WORKSTATION REQUIREMENTS) Our contractors should also be prepared for the client certification course cost. For more detail please see our Certification section. APPLY NOW!




Can I work outside of my partnership with LATEAM LLC?


Yes, you certainly can! APPLY NOW!




Is a background check or drug screening required?


Yes - ALL of our clients require a criminal background check and most of our clients also require a drug screening. There is NO charge for either.
Please note: In Regards to the criminal history report, only criminal convictions are considered and a conviction does not necessarily preclude an individual from providing services on behalf of a client. When evaluating this information, all relevant factors are considered including the bearing the criminal offense may have on the services required by the particular project. APPLY NOW!




I already have an CSP (or Agent) Profile how can I join your call center company (IBO)?


If you are a NEW CSP (Agent) - enter our IBO ID 54438 where requested. We acknowledge all requests promptly. If you are transitioning from a different call center company please see our next FAQ CLICK HERE for a step by step of the Arise registration process.




Am I required to sign a contract?


Yes, this is for your protection and ours. It is a basic non-binding Independent Contract Agreement. Non-Binding means you can separate* from our company whenever you choose. *Please note - if a contractor is active with a client we do require you complete the duration of your Statement of Work (SOW) before separating. A Statement of Work is a specific contract related to the scope and length of your assignment with a client program. They are usually written for 90-120 days and renew if your performance remains acceptable*




WHAT DOCUMENTS ARE AGENTS REQUIRED TO SIGN?


Virtual Call Centers can be a breeding ground for all types of FRAUD including indentity fraud. So please be prepared to provide the following to be contracted with our company: SECURITY COMPLIANCE DOCUMENTS MAY INCLUDE:

  • INDEPENDENT CONTRACTOR AGREEMENT
  • W9
  • COPY OF FRONT AND BACK OF DRIVERS LICENSE OR STATE ID
  • AFFIDAVIT OF IDENTIFICATION
  • COPY OF INTERNET BILL TO ESTABLISH SERVICE LOCATION
  • COPY OF UTILITY BILL IN YOUR NAME TO THE ADDRESS ON YOUR PHOTO ID (THIS PROVES RESIDENCY)
  • OTHER DOCUMENTS MAY BE ACCEPTABLE FOR AN EXPANDED LIST PLEASE EMAIL US AT INFO@4LATEAM.COM





REVENUE

What are typical earnings as your Agent?


Good question! Average earnings are $13-$15 plus performance incentives! It depends on the client you choose, how many service hours you provide and how well you perform or deliver your service! Higher performing agents will earn performance incentives on top of their base revenue. We have agents that work 10-15 hours a week up to 40+ a week! Invoice payments can be from $250 up to $1800 twice a month! APPLY NOW!




How often are Agents paid?


We make invoice payments to our agents as follows: 15th and Last Day of each month. If either fall on a holiday or weekend invoice payments are issued the business day prior! Payments are delivered either by Direct Deposit or Good Old Paper Check via snail mail oops we mean US Mail. APPLY NOW!




When do we start earning revenue?


Once you begin Live Calls within your client certification course you will begin to earn revenue and receive an invoice payment shortly thereafter. See our Certification FAQ's for more detail. APPLY NOW!




How many hours do I have to work or can I work?


Most of the clients suggest a minimum of 10-15 service hours. You can certainly work more if there are available hours and you wish to. Each contractor can determine how many (or little) service hours they provide weekly since you are acting as a self-employed or independent contractor. APPLY NOW!




How do breaks, lunches and vacations work?


GOOD QUESTION! Service schedules are managed by the agent. So you would be able to allocate time for any needs such as breaks and lunches. When you are ready to take some time off just notify LATEAM LLC with your dates and we will do the rest. APPLY NOW!




Do you have to provide service a certain amount of hours each day?


Man you have your thinking cap on today! No you do not. As mentioned most clients will suggest around 15-20 hours for the week. What you choose to service each day is up to you! Please note: Some clients may have weekend requirements to have sufficient coverage for heavy call volume. APPLY NOW!




Are there ways to earn bonuses or incentives on top of the base rate?


Most programs do offer a performance incentive. This is usually based on various metrics such as attendance or schedule adherence; average quality or CSAT scores; FCR or First call resolution or similar metrics as an example. Each client is different so the qualifying metrics to earn bonuses or incentives will be different also. These are shared in the Opportunity Announcement for each client which is available for review when a client is offering a certification course for their program.

Below is a sample of what you might see: These are modified as needed based on several factors by the client so we do not publish a “standard incentive” chart since each client is different and may change as needed. Rather once you have full access to the Arise Portal you will need to review each OA for any client you are interested in before beginning with enrollment.

To learn more about this we strongly encourage you to register for our INFO and Q&A Session hosted weekly several times to gain more insight as well.




Where can I found what each client pays in service revenue?


GREAT Question. On our Agent DASHBOARD. Only contracted agents with our company are provided access! APPLY NOW!





FEES

What fees am I responsible for as your Agent?


We have a flat fee approach so one fee which includes the Arise Platform Usage fee.

  • Revenue of $299.99 or less = $30 Fee per invoice payment
  • Revenue of $300 or more = $40 Fee per invoice payment
SO THE BOTTOM LINE -- YOU WILL SEE ONE DEDUCTION OF EITHER $30 OR $40 FROM EACH INVOICE PAYMENT BASED ON THE GROSS AMOUNT OF PAYMENT. APPLY NOW!




Are there any other fees?


No more fees! You may have expenses associated with your home office and the services you need to provide your call center services! APPLY NOW!





CERTIFICATION

Why do I need to become certified before providing services?


Simply put, you have to know a few things before you qualify to manage a client customer call, chat or email. Learners will gain the needed knowledge related to the client, their system and applications used, policy and procedure, call types, and how to be successful. The charges for these courses range between $5 and up. (Usually no more than $99) **LATEAM LLC offers vouchers to assist witht the cost of training. APPLY NOW!




How much are the client certification courses?


Ranging from $5-$99! However, LATEAM LLC offers vouchers to all NEW or Transferring agents. So no worries about that. :)




How long are the classes?


Classes vary in length for each client. Some are 8-10 days in length while others are 2-5 weeks in length including Live Calls. Remember LIVE CALLS mean while still in certification you are now earning service revenue for all live call time. The classes are either 2-4 hours a day with an instructor with self-paced learning content done on your own time before the next class session. Everything is virtual. Please visit our equipment page if you need to purchase a USB headset for your virtual learning experience. APPLY NOW!




Do I get paid during certification?


Yes and No. All instructor led portions; practice; role-play (including Mock Calls); and self-paced learning is unpaid time. Once you enter the Live Call portion of certification you will be earning service revenue for any service time while completing Live Calls. APPLY NOW!




Will I need additional certification?


Some clients do require upskills sessions. These sessions are usually abbreviated and often offered as self-paced learning. The good news is these are offered at no additonal cost to you. Sometimes you are even paid for that time in class. APPLY NOW!




How can I get a voucher to help pay for the certification course?


Good question and we have an answer. Once you are fully onboarded as one of our agents you will be given access to our Agent Dashboard and can request a voucher.





TAXES

Am I responsible for my own taxes?


Yes. As a independent contractor or self-employed you will receive a 1099 NEC from us for each year you had earnings of $600 or more. We suggest you consult a tax expert if you are unsure how to properly file your taxes using a 1099. APPLY NOW!




How much tax would I expect to pay each year?


This would depend on many variables. Your best option is to speak with a tax expert who can guide you on estimating your taxes even paying them quarterly if you so choose. APPLY NOW!





Other FAQ's

This sounds too good to be true?


We are the first to admit there are a lot of scams out there! So caution is needed. Our partner, Arise is recognized as an industry leader and has been featured on several national news segments including Good Morning America, Bloomberg, Fox News, CNN and the TODAY Show, just to name a few. Arise has also been recognized by the White House for leading virtual job creation in the U.S and have won many awards including Outstanding Minority Business of the Year, Business Intelligence Group’s 2013 Green Company of the Year and Call Center Magazine Product of the Year Award, just to name a few. They are A+ rated with BBB as is LATEAM LLC! To meet some of the LATEAM LLC staff and ask your questions live - please consider joining us for one of our INFO SESSIONS. Click Here to register for one! APPLY NOW!




Is LATEAM LLC BBB rated?


Yes indeedy! LATEAM LLC holds a A+ rating with no complaints. BBB LINK APPLY NOW!




How do I get started? I'm ready to do this!


HIT THE BIG GREEN APPLY BUTTON ON PAGE OF OUR WEBSITE OR CLICK HERE!




Can I refer interested ones?


You betcha! And to thank you we offer a $25 Referral Incentive once they qualify.* REFERRAL FORM





Registering with our Partner Arise

I have completed your company application what next?


Please return to our APPLY page and complete all 3 steps! CLICK HERE




What is a NDA and Waiver Agreement?


NDA = Non Disclosure Agreement - by signing you agree not to disclose propriatory OR confidential information regarding Arise or their clients. Waiver Agreement - by signing you acknowledge that you are not an employee with Arise. Both are necessary to sign to register as our agent within the Arise system.




What are all the registration steps I need to complete?


Please see our APPLY page Step 2 - CLICK HERE





WORKSTATION REQUIREMENTS

Do I need a dedicated office?


That is preferred but as long as you have a quiet distraction free space to call your office that will be perfect! ALL client calls are audited so if children, animals, other chatter, tv's, etc. can be heard an agent could loose their service contract immediately under the grounds of UNPROFESSIONAL CONDUCT! Thus a quiet distraction free background while performing contract services is required. APPLY NOW!




What kind of computer do I need?


A desktop or laptop with the following processors: INTEL CORE I (SUCH AS i5 or i7) CLASS OR AMD APU CLASS OR BETTER - CLOCKED AT DUAL CORE 1.4GHZ OR BETTER. NO ATOM, CELERON, PENTIUM, OPTERON PROCESSORS ~CHROMEBOOKS ARE NOT COMPATIBLE ~ ALL IN ONE COMPUTERS ARE ALSO NOT COMPATIBLE. PLEASE DOWNLOAD AND REVEIW THE FULL WORKSTATION REQUIREMENTS Here is our suggestion based on the current technology used:

  • i5 or i7 processor with 1.5Ghz Dual Core or better
  • Minimum of 8 GBs of RAM (12-16 GBs of RAM would be ideal)
  • Windows 10 - Home or Pro
  • At least 2 USB ports
  • Desktop or Laptop is your choice but I would recommend that at least 1 screen/monitor be 19” or larger.
APPLY NOW




Do I need High Speed Internet?


Yes - Hard-wired Internet access is required. The use of wireless connections at any time is prohibited, even if the connection is encrypted. Additionally, Satellite, Microwave, and Cellular Hotspot Internet Services are not permitted. USB connected modems are not supported. APPLY NOW




Is upload, download and latency a factor?


Yes! High Speed is recommended and agents are required to be Hard-wired (no wireless) Preferred 30 mbps download / Minimum 10 mbps upload - It is best to be hard wired and disable all of devices using the internet. Maximum Latency Threshold 120 milliseconds (ms) - Preferred is 50 milliseconds. Click here to do a speed test. Understanding your Speed Test: The internet speed test measures your connection's download speed, upload speed, and latency. The best internet connections have high download and upload speeds but low latency. Download speed is how fast information can transfer to you. It affects things like how long it takes to download large files or show pages with many pictures. Download speed is measured in megabits per second (Mbps). Upload speed is how fast information can transfer from you. It affects things like how long it takes to post pictures to social media. Upload speed is measured in megabits per second (Mbps). Latency measures how quickly you get a response from the server. Low response times are important for real-time apps, like video calls and online gaming. Latency is measured in milliseconds (ms). APPLY NOW




Monitor Suggestions


Monitor Recommendations Dual monitors may be required on some client programs but not all. It is best in most situations to have at least one monitor 19" or larger. APPLY NOW




I have a MAC is that acceptable?


Yes, however it does mean some limitations with clients. The requirements are below:

  • Preferred is iMac, Mac Mini, Mac Book/Mac Book Air, Mac Book Pro or Mac Pro built in 2019 or later!
  • Hard Drive 20 GB or more of available space 60 GB or more of total space
  • Memory 6-8 GB of RAM or better
  • Having a MAC may require installing Boot Camp to launch a Windows OS for some clients.
APPLY NOW





AGENT DASHBOARD

What is the Agent Dashboard?


This is a members only area of our website. It contains additional resources for contracted agents with LATEAM LLC. Some of the things you can do on our Dashboard:

  • Verify the revenue offered by a client
  • Request a voucher to pay for your client training course
  • Report tech issues that need escalated
  • And much More
Once you have signed your ICA with us you can be permitted access to this useful resource. APPLY NOW




How do I sign up for the Agent Dashboard?


  • Easy just click the Agent Dasboard button from any page of our website and request access.
APPLY NOW





TRANSFERRING AGENTS

I want to transfer from my current call center company to LATEAM LLC - How?


Okay GREAT - it depends on your status: CSP (Agent) status is pending - just enter our IBO ID 54438 and follow the prompts or CLICK HERE for a step by step of the process. CSP (Agent) status is active - send a release request to your current call center company (IBO) and then once released enter our IBO ID 54438 Use the step by step guide above is needed




What happens to my enrollment upon the transition from my current company to LATEAM LLC?


Good question! Upon transition to our company roster you will show as dropped. NO WORRIES THOUGH! We immediately get that corrected and your status as enrolled in restored.




What happens to an active SOW I have with my current company upon transition?


Another Good Question! Your SOW will be automatically voided since it was written between your current call center company and Arise. Once you are on our company roster we have your SOW restored. This usually takes a day or two. (this does not include weekends or holidays) PLEASE NOTE: Any scheduled intervals will be removed with the transition and you will have to log into Starmatic once your SOW is reinstated and schedule NEW intervals as they are available.




How is revenue earned prior to the transition managed?


You're on a roll with good questions! Any revenue earned up to the date you transitioned will be paid to you by your former call center company per their policy. Any revenue earned from the reinstatement date of your SOW under LATEAM LLC and moving forward will be paid by per our policy. PLEASE SEE REVENUE FAQ'S FOR DETAILS ON INVOICE PAYMENT POLICIES.





REFER A NEW AGENT

REFER AN AGENT BONUS PROGRAM


THANKS FOR YOU REFERRAL! WE ARE GLAD TO PAY OUT A REFERRAL BONUS OF $25 FOR EACH QUALIFYING REFERRAL. CLICK HERE FOR ALL THE AGENT REFERRAL RULES CLICK HERE FOR THE AGENT REFERRAL FORM





BENEFITS

DOES LATEAM OFFER BENEFITS TO THEIR AGENTS


YES - our business partners have negotiated affordable rates to our agents even as an independent contractor. Once you have fully onboarded you are provided more details. Medical, Dental, Vision and Life Insurance programs are made available to our agents.





OUR BUSINESS PARTNERS

ARISE VIRTUAL SERVICES


Our primary business partners is Arise Virtual Solutions. They provide over 30 clients that need our Agent Call Center Support. To learn more about these opportunities and how to become an agent working on one of our Arise Client Programs please register for our Info Session on our Events Page. Our agents handle inbound calls, chats or emails providing basic call center support for a sales, customer service or tech support call. Most of our Arise clients offer both Full and Part Time hours and many offer performance based incentives on top of your base pay.




ACD


Another out-source business partner to which we provide call center support services. This is great for agents looking for gig type work that is mostly part-time (on occasions FT hours are available) and even on demand work - meaning you do not have to be scheduled to log in and work. Starting pay averages $15/hour. During peak times there may be additional incentives offered. To learn more about this opportunity and how to get started as an agent providing call center support to our ACD business partner join our ACD Info Session located on our EVENTS page.