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?
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.
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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