Work From Home Sales & Support for USA Contact Point

USA Contact Point is a company that used to be known as Profinity. They hire people in the US to work at home, handling sales and support calls for the customers of their many clients. There will be a lot to go over in the “feedback” section of this review because current and former workers have had both positive and very negative things to say about working here, but first we will go over the basics and then hopefully you can read through the feedback and decide for yourself if you should pass on this opportunity or give it a try.

This is definitely one of those jobs where there’s not a lot of waiting around to start working. No interview, no waiting for a background check to clear. When you’re done with their self-paced training, you can start working.

How much does USA Contact Point pay?

This is one of those phone jobs where you are paid per minute of talk time rather than hourly. The current rate per minute of talk time is .18 per minute. It’s important to remember than when you’re paid like this, it can be hard to figure out how much you’ll make each week because there is just no way to be sure what your call volume will look like. They have a ranking system set up so that if your rank is high and you are doing good with client retention, you’ll get more calls than people with lower rank. There is also potential for additional money through bonuses.

How often do they pay and through what method?

USA Contact Point pays weekly with direct deposit. This is one definite plus since I know a lot of you like getting paid weekly. I prefer weekly pay as well.

What does working for USA Contact Point involve?

As stated above, you’re handling sales and support calls for their clients. You won’t be using your own phone line because the calls come in through your computer through USA Contact Point’s software. You will need a completely quiet environment for each shift you work, so no background noise is allowed.

From the research I’ve done, you’re doing client retention. Many of the calls will come from people who signed up for a “free” credit score/credit monitoring service that they would be billed for if they didn’t cancel within about 7 days. Some of the people are calling to cancel before their time runs out and others have forgotten to cancel and were billed, so those people may be angry/frustrated when they call. There are also some people who didn’t read the fine print and never realized they would be charged when they signed up. Your job is to answer questions and also to try and keep these customers from canceling the service. You do have a quota to meet (convincing a certain number of people not to cancel the service).

I definitely don’t like being the caller in these situations. If I call and want to cancel something, I just want to cancel it without a ton of back and forth. It doesn’t take me long to get frustrated when the company keeps coming back with more rebuttals, trying to get me to keep a service when I’ve already made up my mind I don’t want it. It seems to me that you’d need pretty thick skin to do this type of work.

What experience is required?

It says on the website they prefer if you’ve had prior customer service or sales experience, but I don’t think not having it is a deal breaker. It looks like a lot of people just sign up, go through the training and certification, and then start working. You are also expected to be comfortable enough with computers to be able to navigate things like the Google Chrome browser, Skype, etc.

What tech equipment is required?

All you need is a computer with Windows 7 or better, high speed internet, and a USB head set with a microphone that you can plug into your computer for handling the calls. No land line is required, and you cannot use a Mac.

How is the schedule?

USA Contact Point offers a flexible schedule. They claim to have shifts available 24/7 and you can schedule yourself to work whenever you want. There is no minimum or maximum of hours so you’re free to work as little or as much as you need.

What does training involve?

You have to register on their website which involves filling out some very basic information and then take their self-guided e-training. Once you’re done with the training, you can get certified (free) and then you can start working the same day.

What is the feedback?

Cons –

USA Contact Point/Profinity has very high turnover. Workers are let go quickly and with no warning. There is no email sent saying you were let go, you simply attempt to log in and cannot do so. They may let you go for not meeting your quota and I’ve also read that you can get let go if you fail to sign up for a shift at least once every two weeks.

Apparently communication and support between call agents and managers is poor. It’s not always easy to get answers and help if you need it while you are working.

It isn’t stable income. Since you’re paid only for your talk time, your paycheck every week is completely dependent on your call volume. There are many people who claim they sat there for more than a few hours and made nothing or next to nothing. Understandably, most of these people choose to move on and not bother. Your rank is going to have a big impact on your call volume.

There are many people who don’t enjoy the nature of the work. Not only do you have to deal with people who may be feeling frustrated and angry, but you also might feel kind of bad about the nature of the calls. Some people may have signed up for the service without realizing they did so and end up getting billed. This can happen pretty easily to older people who aren’t very computer savvy, and in those situations it’s just so unfortunate and you may feel really bad trying to talk these people into keeping their service.

Pros –

As far as positives go, the company pays very reliably once a week.

It is flexible and that’s kind of hard to find with phone work from home. There aren’t too many companies that let you be more or less in control of your own hours.

It might be a pretty easy job to get if you’re just completely desperate for something you can do — even temporarily to make ends meet until you can find something else. Unlike many other call center jobs, there isn’t a lot of wait time and back and forth with paperwork, interviews, etc. Once you’ve completed your training and certification you can begin taking calls and earning money. There are some people who actually do enjoy the work and don’t find it too hard to meet their quota and keep their rank up.

Before you apply, I would recommend taking the time to read through the feedback on this company for yourself. I’ve found feedback at …

Where to Apply

You can go here to get started. Please comment below if you have any experience with this company you’d like to share.

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Comments

  1. Shanae says

    I know someone who did this and she quit after a week because she was cursed out by a customer. She told me that the customer stated that they did not sign up for the service and the charge caused an overdraft on their account. She stated that no matter how irate the customers are you have to do 3 rebuttals first, then you transfer the customer to someone else who actually cancels the service. That was new information to me because when I worked for Profinity years ago, we use to be able to submit a request to cancel the service. So apparently, you can’t anymore.

    Also she said that calls are funnel based on certain metrics, so people who don’t do well on the calls get less calls. She stated that her first two days, she sat on the phone for 3 hours and rarely received any calls. The check that she did receive was on time, however based on the hours she worked versus her talk per minute rate, it was calculated less than her state’s minimum wage.

    Like you stated, this is definitely a job for those that may need some cash really quick and/or is limbo with another job and need to make money.

    • says

      Thanks for sharing that person’s experience, Shanae. I agree … maybe something to hold you over until you can find something else. Definitely not a good fit for everyone!

      • Lisa says

        I just went through the training and you actually are supposed to cancel the service and then transfer over to someone else.

  2. Karen says

    I worked at USA and thought it was great, however, I no longer work there and honestly if I knew what I know now about this company, I would have never applied for this company. The purpose of the job is to try and retain customers from cancelling from a Credit report site. And from what I know, this company has been known NOT to cancel memberships. Which means that a month or two down, we had angry customers call back in wondering why they were not cancelled. There was a BBB report that had over 500 customer complaints about people. Also there have been some workers who basically lied to the customers in order to retain them, yet management did nothing. I also know of 5 people that were not paid at all (one of them worked for them for 3 months) and it has been 6 months since they quit and still no money. Ya’ll can try and work here, but please do it at your own risk and remember this is not the most reliable company. Because they also go by a rank system and if you are say rank 7, If you sign on for a 6 hour shift, you may not get one call, which basically means you will not be getting paid.

  3. Carrie says

    THIS COMPANY IS NOT WORTH YOUR TIME!!!

    I went thru the training. Got hired. Have a log in yada yada…
    I worked 6 hours and made 11 dollars… as a pay per call you dont make money unless you get calls.

    So I started reading the workers forum. Over 3/4ths of the employees are complaining about not recieving any calls. Some have went 8 or 9 hours without getting a call. My experience was I would recieve 1 call an hour. My quality reviews were perfect (4 100’s and a 95) but my retention was not the best because the stuff you are “servicing” is a scam. –

    • Rebecca says

      The thing is if someone bothers to read the fine print then they know what they are getting. if they dont bother then it is on them. When you sign up for a free Trial you should know it is a limited time. That is what free trial means. So no dont think t is a scam.

  4. says

    This was a very good review – informative with a lot of “insider information” (impressive research from an “outsider”!
    I’d like to share my very positive experience as an agent with USA Contact Point…
    I joined USA Contact Point out of desperation about a month ago. I had a great hourly pay customer service job fall through and reluctantly went throught the company training, hoping I could make $40-50 a day while I searched for a “real” job…
    My first week I made the standard 18cents per minute – I started late in the week, worked under 20 hours, got no bonus – but as “new hire” status I had calls coming in all day – I estimate I logged 45-50 minutes talk time per hour…They paid on time (direct deposit actually hit one day early). My second week was about the same – a few more hours worked than my first week and I got the same 18cents per minute and I was paid on time. The calls kept coming in steady, and I started my third week.
    At the beginning of my third week (the week of the 4th of July) I had logged enough calls to be “ranked” (ranking now is either “tier 1″ or “tier 10″ – Tier 1 is the top 15% of agents based on retention rate…
    Now, I didn’t do anything special to make Tier 1 – I simply followed procedure (strong rebuttals which was easy for me. You see, most callers are truely unaware of the rewards that they receive as a member. From roadside assistance to unlimited computer tech support, a free magazine subsription and the ability to earn a few dollars a day taking a few short surveys from our Survey Reward site (surveys pay 80 cents and you can do a few a day in less than 2 minutes). Often, customers choose to stay on just for the rewards – and when they choose to stay, you get a “save”, and your “save ratio” is what your are ranked on. Again, tier 1 agents are the top 15% – the rest are tier 10 or “new hires”…
    Now, here I am, working the 4th of July holiday week but not really applying myself. I was happy I had made a nice part time income – averaging maybe $8/hr my first two weeks. I took a lot of time off that week and logged under 18 hours of talk time…
    Ok, this will be another small check (I thought) – I estimated that I’d make about $200…
    Then I noticed on my pay tracker a bonus they started paying me – a tier 1 performance bonus – during most hours of the day, I was earning a 7 to 10 cent per minute bonus. NICE! Now this raised my “hourly” rate by $4-5 – I figured with the new bonus I was getting at tier 1, I was making $11-12/hr and decided to buckle down my 4th week and earn a decent pay check :)
    Then my third direct deposit hit my account. For less than 18 hours of talk time my weekly check was nearly $400! I was shocked – I mean, I had barely worked that week and was expecting about half that amount!!!
    I had gotten what is called a “revenue forecast bonus” (or RFB). Revenue Forcast is based on how much money your are projected to make the company based on the amount of “saves” you get. The bonus is for tier 1 agents only and ranges from 10cents – 25cents per minute (my bonus was 15 cents per minute).
    Ok – 18 cents per minute, base. Then as tier one performance added maybe 5 – 6 cents to that then my RFB added another 15 cents – so now instead of 18 cents per minute I’m eaning about 38 cents per minute (that’s over $20 per hour)…
    Today is Sunday, the first day of the work week and I’m about to start taking calls for the day…This is now my ‘real’ job – I’m not actively seeking employment anymore.
    Now, you may be thinking it must be hard to make it to tier 1 – Well, it’s not when you think about it. Remember, most employees aren’t taking this seriously. It’s “hard” for most agents to properly handle a call – they don’t attempt to save – they are just canceling accounts all day. So, if you simply follow the correct proceedure and properly do your rebuttals you will be ahead most all agents. And, like I said earlier, the retention offers are great – you can offer free months, deep discounts and other specials – I simply explain the Rewards to the customer (rewards are for all customers and include cash for surveys, unlimited tech support and roadside assistance) then I give the customer a free month so they can explore the site, take some surveys, order their magazine, etc and I save enough accounts to be ranked tier 1…It’s your retention skills that get you in the top 15%, and it takes a relatively thick skin I guess, so if you are willing to apply proper retention techniques, you should easily leap frog to the top of the calling class.
    Hope my insider view was as fun to read as it was to write – I love this job! – Martin

    • says

      Thank you, Martin. This was extremely insightful and I am very impressed with your success, especially considering that so many people seem to be having a hard time with this job. Maybe this will prove helpful to someone.

  5. says

    I wanted to add, USA Contact Point offers an affiliate link to all retention agents. Share it with your friends, use it on ‘help wanted’ ads, etc and if you “hire” an agent using your affiliate link who makes it to tier 1, the referrer earns 25 cents for every call their tier 1 agent takes. I took over 200 calls last month working part time and this month should make well over 400 tier 1 calls – that’s a nice override! If it’s ok I’d like to include the link to my full review – http://martinmccauslin.wordpress.com/2014/07/13/usa-contact-point-customer-service-positions-available/

  6. Stevelyn Barnes says

    This is all good information as I have not started yet because I am learning everything that I can from everywhere that I can so that I will get calls all day for being good and make some $$$$$. It makes sense that if your not making the company any $$ and throwing it away. They probably wont send calls because they know your just gonna cancel everything. When most people will take a free month just to get something free especially when they only paid a dollar up front and wont have to pay nothing more for a while. Most people still want this but not for the full $24.95 or so cause they know they wont use it every month.

  7. Crystal says

    I would like to know if Rebecca is a current employee because it seems you’re defending this company against former employees who went through the experience. You get out what you put in it into one experience it would not be the same, not to mention, the professionalism of management putting the employees that’s not doing wha they suppose to do for the employees and customers and putting the employees in the frontline to deal with it. I wouldn’t want to work for a company like that…

  8. Lorra says

    How do i start receiving calls . my headset hook up but keep saying im not log in, and im not receiveing any calls, please comment.

  9. New to this says

    I am having issues with the self pace certification. When I do the short application it goes to another window and I passed the first class. Im just stuck after that can I please get some advice. Thanks

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