SCM Frequently asked questions (FAQ’s)

Below, please find a list of our frequently asked questions regarding the Secure Call Management “work at home” program:

1) How does the training program work?

- Our training programming is offered several different ways via the Internet. We offer an on-line web conferencing program and a video conferencing program for individuals who have web cam access. Both programs can be completed in the comfort of your own home. Once you have been approved to work as an SCM home agent, our “SCM starter packet” will be e-mailed to you and will contain everything you need to know about the web-based training and working as a home based agent.

2) What equipment and software is required for the training program?

- You will need a DSL, cable or high speed wireless connection and a PC with a Windows 2000, NT or XP PRO (ideal) operating system, and Internet Explorer 6.0 or higher. You will also need to purchase our SCM headsets, and they will be shipped to your home priority mail within 2 business days.

3) How many hours can I work?

- You may work as many hours and as often as you would like weekly. We recommend a maximum of 8 hours per day.

4) How far in advance do I need to create my work schedule?

- You can create your work schedule 7 days in advance by logging into the “SCM web-based scheduling system”. You may also clock in each day to schedule your available hours that same day. If you do not pick up your call within 2 rings, the call is automatically routed to another agent.

5) How long is each shift?

- Each shift worked is a minimum of 4 hours. You may customize your shift each day based on your availability i.e. mornings, afternoons, evenings, or the late (12 AM-7AM) shifts.

6) How much am I paid per minute, per hour, per shift?

- Your pay rate will depends on the hours worked AND your live talk time per call. You are paid $.20 cents per talk minute, so if you work and 8 hour shift and talk an average of 50 minutes per hour (giving you 1 hour and 20 minutes for lunch and mini-breaks), you average hourly rate will be $10.00. If you talk the full hour, your rate will be $12 per hour.

7) How often am I paid?

- You will be paid every two weeks via the SCM debit card payment program or by check.

8) Can I change my PIN number for my debit card?

- Yes! Once you have initially chosen you PIN, you may go to the banking portion of the SCM At Home website and instantly change your PIN number.

9) What if I receive my SCM debit pay card and my name or info. is incorrect?

- Please go to the SCM at Home website, www.SCIathome.com and e-mail support@SCIathome.com A new card will be issued to you with the correct information. Hold on to your original card as it is still valid until your new card arrives in the mail. When you receive your new card, please destroy the old card.

10) How do I use my SCM debit pay card?

- The SCM pay card is accepted at over 500,000 ATM’s and any Visa merchant that accepts Visa debit. Look for the PLUS logo.

11) What is the application process and how long does this take?

- You can apply for a home agent position as follows:

A) Step 1: Go to www.SCIathome.com and complete the on-line application. You will receive an automated e-mail confirmation upon receipt of your application.

B) Step 2: Complete the SCM at home on-line questionnaire. This is our standard questionnaire that is used to screen for qualified home agents. You will receive a separate e-mail confirmation of receipt of your completed questionnaire.

C) Step 3: If you are chosen as a good match for our at home agent program, you will receive a third e-mail with a short script and an 800 number. Call the 800 number, follow the voice prompt and read the brief script as a recorded message. All recording scripts are screened through our human resources department.

D) Step 4: Congratulations! You qualify for the SCM work at home program! You will receive the “SCM Home Agent Starter Kit” via e-mail with instructions on how to begin the web-based training program, all pertinent employment information and an independent contractor’s agreement. Please sign and date the agreement and fax to 323-932-1694 attn: Human resources.

12) Will my calls be monitored?

- Your phone calls will monitored to ensure that we are providing quality customer service, secure data entry and accuracy to each caller.

13) Does it cost anything to become an SCM at home agent?

- We require our home agents to have specific equipment to perform their jobs effectively and efficiently. You will need a PC, fax, printer, DSL or cable modem and the SCM headsets. The cost for the headsets is $99.00 which includes shipping and handling. They will be shipped priority mail and you should receive them within 3 business days of placing your order on-line at the www.SCIathome.com website. Once you have been employed with SCM for 6 months, we will refund the cost of your headset. If you currently own a high quality headset, you may not need to purchase one. As part of the application process you will be asked for the make and model of your existing headset to ensure it is of adequate quality. If you would like to be paid via the debit card, the card costs $4.95 plus $10 which will be deposited on the card. You will receive your card with this $10 balance. Total cost of the card to you is $4.95. You may also be paid by check at no cost to you.

14) As an independent contractor for SCM at home, what are my tax liabilities and benefits?

- It is crucial that you keep receipts on the income that you are generating from your home based businesses for tax purposes i.e. expenses that you incur, i.e. the cost of your headset, while operating your business from home. You will be subject to self employment taxes on income generated that is greater than $400 annually. To download your 1099 tax form from the IRS, please visit www.irs.gov/pub/irs-pdf.f11040sse.pdf and for general tax information on being an independent contractor, please visit www.irs.gov