FAQ

How do I get on the candidate list?

To join the candidate list you can complete the candidate application form. From there you will receive an email with a link to the pre-screen form. This is where we determine if your system will meet the needs of our clients. You will be asked to upload pictures of your computer specifications including your RAM and processor information and the results of an internet speed test. We accept both MAC & PC but are unable to work with Chromebooks. We are looking for at least 8 GB of RAM. We are looking for at least 15 Mbps download speed, but this can vary depending on the project. We have one project that requires 20 Mbps download and 10Mbps upload. Please make sure both screenshots are taken from the actual booted up computer you plan to use for work.

If your system meets the specifications, you will be sent to our next step which is a skills assessment. You are given three skills tests to test your customer service skills, your reliability, and your basic computer knowledge. Please make sure you complete the assessment without help from friends or family. The test is timed, and the questions can time out, so we encourage you to work in a quiet area where you can focus on the questions. If your computer skills are evaluated during the orientation process and it is determined that they are subpar or incompatible with the project your contract will be deactivated. Any candidate passing the assessment will be sent a list of current openings. Then current openings are sent to the candidate lists once per week, or if a new client partners with Millennial.

What equipment is required?

In order to work with Millennial you will need to provide your own equipment:

• Computer: We accept both MAC & PC but are unable to work with Chromebooks. We are looking for at least 8 GB of RAM. It will need to have the Chrome Browser and Skype for desktop installed prior to orientation. Any project specific installs are completed during orientation.
• Internet Connection: We are looking for at least 15 Mbps download speed, but this can vary depending on the project. We have one project that requires 20 Mbps download and 10Mbps upload.
• Headset: You must have a headset that is hardwired through the USB port of your computer. We do not allow mics that connect through the A/V or Aux port, nor blue tooth USB headsets. We highly recommend Logitech H390.

Are the schedules flexible?

One of the benefits of working with Millennial is that all agents sign up for a set schedule, so you do not need to compete with fellow agents for shifts or hours or train on multiple projects. This enables you to schedule things around your work schedule well in advance. Our attendance policy states that you are responsible for finding your own coverage if you need to miss a shift. If you are unable to find coverage you will lose attendance points. If your attendance points drop to zero your contract will be terminated. So you have the freedom to request days off as needed and the bonus of being able to cover for others if your able to work extra hours.

Are there any other agent requirements?

Other than the equipment listed above we are looking for VERY dependable agents. Agents must be at least 18 years old and have completed high school or the high school equivalent. We need people who are going to be able to show up for the shift that they hire in for. All agents must have a quiet background for phone-based work – no noises at all. This means any pets or children should be in a separate space to avoid any background noise. Agents will have a VERY professional phone presence including proper grammar when speaking and excellent written communication skills. Agents must pay attention to detail and can adapt to changes quickly. Preference is given to those with a customer service background.

How does the team communicate?

The team at Millennial uses Skype. We have a Skype group specific to each project where agents can ask questions. Those groups are monitored by team leads and Operation Managers. All agents are also directly connected to their Operations Manager, the Quality Assurance Manager, and our Vice President of Operations via skype during Orientation.

What is the training process?

For most projects, the first step in the training process is online video lessons. Agents can watch the videos and take the assessments at their own pace within the due date. These lessons vary in length depending on the difficulty/depth of project. Completion expectations can also vary, but agents are given at least 24 hours to complete. These video lessons are provided at no cost to the agent. After the video lessons are complete the agent will complete the New Hire Orientation. It is there where we will go through the policies at Millennial, connect agents with the management team, access payroll and timesheet websites and install any necessary software. After New Hire Orientation agents will be linked with managers for mock calls or shadowing. Agents are paid hourly for that time. Once the shadowing component has been completed and agents are completely ready to work independently, we will add the hours from the videos to your timesheet. These hours are a flat rate per project. Agents are paid for the time to watch the videos and complete the assessment one time. If agents require multiple video viewings or assessment retakes, we do not compensate additional time.

When can I start working?

Different clients can onboard with different speeds based on the complexity of the logins required for the project or the availability of logins and trainers used for training. Our goal is to get all agents working within 1 to 2 weeks of completing the new hire contract.