“Ms. Pace has been awesome. She has answered all my questions and taken care of all my concerns in a timely manner. The communication with LATEAM has been professional. Thank you for being a excellent company."
Dominique P, Roadside Assistant Client
FREQUENTLY ASKED QUESTIONS
What does LATEAM LLC do?
We recruit and support work from home agents acting as a freelancer or independent contractor who will provide call center support such as Sales, Customer Service and Tech Support. We partner with Arise Virtual Solutions who provides outsource services and technology to a growing roster of Fortune 500 Companies or Brands.
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 GOLD PREMIER PARTNER in our partners network!!!!
Why do I need to register with your Partner Technology Platform?
In short, they've done the hard stuff! They've formed contracted relationships with some of the biggest brands out there and also provide the technology which allows us to "simply log in" to work. That technology includes 24/7 Tech Support, state-of-the-art eLearning platform, vast array of resources at your fingertips to improve your "business" and much more.
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 partner with.
I am still not sure what this is all about, can you break it down further?
Sure - click here to see >>>>> HOW IT WORKS!
Our technology platform partner is contracted with the Clients or Brands to provide their outsource service
LATEAM LLC is contracted with the technology platform to provide the home based agents
The Home Based Agent (YOU) is contracted with LATEAM LLC to provide the phone/email/chat support needed by the Client or Brands.
Can I work from anywhere?
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.
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)
Can I work outside of my partnership with LATEAM LLC?
Yes, you certainly can! However, we do expect our Independent Contractors to honor their scheduled commitments to our clients and meet all performance standards.
Is a background check or drug screening required?
Agents are responsible for 2 background checks!
This is a requirement of our outsource partner as part of their registration process to verify your Name; Social Security and Address as legitimate.
There is a nominal fee paid direct to First Advantage (the vendor used) of $9.99
For the security of the clients we provide service to and their customers, a secondary background check is mandatory to perform a national criminal history search.
This is not assessed until an agent begins the enrollment process for a client certification course
There is no charge for this background check
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.
Some client may require a drug screening
There is no charge for this screening
I already have an CSP Profile how can I join your call center company (IBO)?
If you are a NEW CSP - enter our IBO ID 54438 where requested. We acknowledge all requests promptly.
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.
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:
INDEPENDENT CONTRACTOR AGREEMENT
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
What are typical earnings as a contractor?
Good question! Average earnings are $12-$14 plus performance incentives!
How often are contractors paid?
We make invoice payments to our contractors as follows:
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.
How many hours do I have to work or can I work?
Most of the clients suggest a minimum of 15 service hours. You can certainly service more if there are available hours and you wish to.
How do breaks, lunches and vacations work?
GOOD QUESTION! Service schedules are managed by the contractor. So you would be able to allocate time for any needs such as breaks and lunches.
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!
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.
Where can I found what each client pays in service revenue?
What fees am I responsible for as a contractor?
Twice a month, we are charged $19.75 for each active agent currently using the Arise Platform to service a client program.
Telephony & data infrastructure needed to work remotely
Systems that track performance, hours and metrics!
Access to certification courses that prepare you for working on specific client programs.
Help & support to answer your questions via automated FAQ HELP (available on the portal 24/7), live chat support (during business hours on the portal) and the “Partner Support” desk.
Support resources providing performance enhancement and informational sessions regarding the client program you choose.
Revenue of $299.99 or less = $30 Fee per invoice payment
Revenue of $300 or more = $40 Fee per invoice payment
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!
What service or support does LATEAM LLC offer for the fee you charge?
Provide full support through the Admissions process, during certification and while actively servicing client(s).
Assist in invoice disputes or issues
Weekly Team emails
New Hire Tech Training – to avoid downtime and loss of revenue
Commitment Adherence Reports
CSP referral Program
Secure Direct Deposit on the 15th/Last Business day of each Month
Revenue of $299 or less = $30 Fee per pay period
Revenue of $300 or more = $40 Fee per pay period
Why do I need to become certified before providing services?
How much are the client certification courses?
Ranging from $19.99 to $199!
How long are the classes?
Classes vary in length for each client. Some are 8-10 days in length while others are 6-8 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.
Do I get paid during certification?
Yes and No.
Will I need additional certification?
Some clients do require upskills sessions. These upskills provide you with additional knowledge needed to manage a uniqe interaction with their customer or manage a different type of call altogether.
Who do I pay the certification fee to and when?
Our Partner Arise contracts with certified instructors for the various client certification courses. So you will be making payment to Arise for any certification course regarding a client.
How can I get a voucher to help pay for the certification course?
Good question and we have an answer.
This must be the first course enrollment
CSP's with drops/fails do not qualify
CSP's with prior enrollments do not qualify
Enrollment deadline is once we run out
OFFER GOOD TO THOSE WHO TAKE ADVANTAGE BEFORE WE HAVE NO MORE TO OFFER!
If you feel you have extenuating circumstances that led to a drop or fail please email us at email@example.com for a further review.
Am I responsible for my own taxes?
Yes. As a independent contractor or self-employed (sole proprietorship) you will receive a 1099 M from us for each year you had earnings.
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.
This sounds too good to be true?
Is LATEAM LLC BBB rated?
How do I get started? I'm ready to do this!
Fill out our contractor application and we will contact you shortly thereafter!
Can I refer interested ones?
You betcha! And to thank you we offer a $50 Referral Incentive once they qualify.*
Registering with our Partner Arise
I have completed your company application what next?
Please register with our outsource partner Arise Virtual Solutions. Arise needs to also screen you before allowing access to their platform.
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.
What are all the registration steps I need to complete?
Please use the guide below to assist you as you register with our partner Arise.
PROFILE FORM -Create a profile
NDA -Sign a non-disclosure agreement to access client names & details
SUBMIT COMPANY ID - LATEAM LLC IS 54438 then sign Waiver Agreement
INITIAL BACKGROUND CHECK - cost is $9.99 and Payable to, and conducted by, a third-party vendor
SELECT CLIENT OPPORTUNITY - please attend our New Agent Session first before choosing a client program
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!
What kind of computer do I need?
A desktop or laptop with the following processors:
i5 or i7 processor with 2.5-2.8 GHz or more (the faster the processor the better)
Minimum of 8 GBs of RAM
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.
Do I need High Speed Internet?
Yes - Hard-wired broadband Internet service via DSL, Cable, or Fiber Optic connection.
What Operating System is required and other specifications?
Operating System- Windows 10
Must install Bootcamp to run a Windows OS.
Is upload, download and latency a factor?
Yes! Standard Connection and Speed Hard-wired connection (no wireless)
I have a MAC is that acceptable?
Yes, however it does mean some limitations with clients.
What is the Agent Portal?
This is a members only area of our website. It contains additional resources for contracted agents with LATEAM LLC.
How do I sign up for the LATEAM LLC Agent Portal?
- From this website
- Click on Agent Portal
- This will take you to a Sign Up page
- Enter your email and create a password for yourself then hit GO
- This sends a request to LATEAM LLC for Agent Portal Access
- Once approved – click on Agent Portal again – then click below where it says “Already a member LOG IN”
- From the Log IN page enter your email and password
- You now have access 24/7 to agent resources one of which is ALL client revenue by brand. 😊
What are some of the resources I can find on the Agent Portal?
All sorts of good stuff!
Client Revenue by Brand including any incentive information
CURRENT VOUCHER OFFERS TO OUR NEW AGENTS
Various forms to report tech issues; invoice issues; make an agent referral, etc.
Back Door Links to Support Chat Rooms and the VPN when the Arise Portal is down
AFAQ's or Agent FAQ's!
Business Building Sessions to Help our Agents Earn More
.....and much much more.
I want to transfer from my current call center company to LATEAM LLC - How?
Okay GREAT - it depends on your status:
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!
What happens to an active SOW I have with my current company upon transition?
Another Good Question!
How is revenue earned prior to the transition managed?
You're on a roll with good questions!
REFER A NEW AGENT
REFER AN AGENT BONUS PROGRAM