Are You Ready?

We dig the power of people and we want you!

Get Started

Work from home

Growth Opportunities

Flexible Hours

Why ACD Agents?

We’re looking for people that make a difference.

ACD Direct is among the best-outsourced US-based agent and customer service providers in the contact center industry. Our business process outsourcing (BPO) produces excellent customer experiences (CX) for non-profit support, everyday commerce, unexpected events, and long-range projects.

The Process

We’re looking for people that make a difference.

01

EST 10 MIN

Registration

Complete our registration form to tell us about yourself.

EST 10 MIN

02

EST TIME

Approval

Complete your basic assessment and submit a video voice sample.

EST 30 MIN

03

EST TIME

Enrollment

EST 10 MIN

04

EST TIME

Certification

PC scan, review client and job requirements, and then sign our contract.

EST 10 MIN

05

EST TIME

Test Call

Complete a test call with the Contact Center. Sign up for your first shift and start earning!

EST 10 MIN

Requirements

Space Requirements

Computer Requirements

Internet Requirements

Phone Requirements

Frequently asked questions

Registration

What is an independent contractor? Am I an employee?

Agents providing their customer service skills operate as independent contractors and are not ACD Direct employees.
As independent contractors, you are responsible for maintaining office requirements, keeping accurate earnings records, and reporting earned income to the IRS during each specified annual filing period.
ACD provides a 1099 form for agents earning over $600 during a calendar year in compliance with IRS guidelines.

Will I receive health insurance and paid vacation benefits?

Are there location or age requirements for agents?

What types of clients do you serve?

How do I submit a voice sample after registering?

How can I update my information after submitting the initial registration form?

Approval

Does ACD Direct charge any fees?

Independent contractors are responsible for paying for the following:

A fee of up to $20 is paid directly to ACD's background check vendor, with access to your final report.
Once you start handling live calls, a one-time fee of $20 for certification support is deducted from your invoice template. We will only deduct up to 15% of the cost from each invoice until the total amount has been satisfied. A discount is available for military veterans.

Is a background check required? If so, can I provide my own?

All prospective agents are required to undergo a background check conducted through ACD's vendor. The checks follow and comply with the Equal Employment Opportunity Commission (EEOC) and Fair Credit Reporting Act (FCRA), along with all other applicable federal, state, and local laws.
To maintain compliance and consistency in our screening process, ACD Direct will not accept background check results supplied by outside vendors.

What are the disqualifiers for the position?

How can I find the status of my registration? How long will it take to determine if I was selected for the role?

Communication will come directly from ACD via email should we decide to contract with you. We keep submissions on file for 120 days to be considered for future opportunities.
ACD Direct accepts contracts monthly. Please allow for up to five business days to receive a response. If you have not received a confirmation or receipt of your submission, please email contracting@acddirect.com to request an update.

Enrollment

I have previously contracted with ACD; Am I eligible to return?

Is a business entity required to contract with ACD?

Depending on where you work, a business entity may be required, so we recommend you check the laws in your state, though it is NOT a requirement in most states. If you live in a state that requires an Employer Identification Number (EIN), you can still start the registration process now. However, you will not be permitted to begin contracting until you provide proof that your business entity has been established.

Is there any non-phone work available?

Does ACD have a referral program for agents?

Can I manage other agents?

Certification

Will I be paid to complete the agent certification?

What is the certification process?

What if I need to reference materials after I begin taking calls?

What other projects can I acquire certification for?

Are there long-term opportunities with ACD?

Contracting

How much can I earn, and how frequently will I get paid?

For inbound phone work, call agents may earn between $0.20 and $0.32 per talk minute (project-dependent).
New agents who have never contracted with ACD Direct start at $0.25 per talk minute, and experienced agents may earn up to $0.35 per minute.
We offer various incentives for low shift attrition and average talk time. Occasionally, we offer other opportunities such as answering emails, working tickets, and providing chat support, all of which pay different rates.
Invoices are processed monthly and paid via direct deposit. Pay dates generally fall around the 5th and 20th of each month, adjusted for weekends and holidays. We also offer advanced pay options.

How do scheduling, shifts, and hours work?

Call agents select shifts and maintain their work schedules using our online portal, choosing times that best fit their schedules. Our highest call volumes occur evenings, overnights, and weekends, making those shifts more competitive.
No minimum or maximum number of work hours or shifts are required for call agents. However, ACD Direct prefers to contract with agents with a consistent work history who perform at the highest level.
Call volume varies based on an agent's certifications, time of day, and seasonality. The more certifications you have, the more different types of calls you can take and the greater your earnings potential. Experienced agents with more certifications are given priority for contract renewals.

What if I'm not available for an extended period?

Communication is key! ACD Direct monitors for call agent inactivity during contract periods. If necessary, you can self-deactivate in the short term; please communicate via our internal ticketing system for longer terms. ACD may consider special arrangements for call agents on a case-by-case basis.
ACD reserves the right to terminate monthly call agent contracts at any time and for any reason. Reasons for contract termination may include concerns about the quality of work, excessive complaints, contract breaches, etc.

Agent Testimonials

“I have been with ACD Direct going on 5 years now. ACD Direct has given me the opportunities to not just provide a secondary income for my family, but the flexibility of scheduling and being at home. Management at ACD is always there to help you and you are never alone. They have someone in a chat room at all times to answer any questions you might have while on a call. ACD Direct also gives you opportunities to be more than a call center agent. Before ACD, I have worked for other Virtual Call Centers. Honestly, there is a reason why I left and been here for so many years. Yes we are independent contractors, but we are made to feel like a team.”

John Romer
Agent

“After spending many years in the IT field I've decided to enjoy the flexibility ACD offers. I like utilizing my background in some back-end database work, ensuring that our agents have correct information and access to thank-you gifts to assist our callers. I am pleased to support the station members who call out of genuine appreciation for the programming, often describing it as unbiased, educational, and the only thing worth watching or listening to on television and radio. And I have the privilege of calling members simply to thank them for their support of the clients we take calls for.”

Janet R.
Agent

"My name is Yuri S. I am passionate about helping our clients and strongly believe in their missions. This is what I love about working with ACD Direct, being part of the different non-profit organizations. I enjoy making sure we get donations for them. It makes me feel wonderful every single day. I love interacting and helping make the pledge process smoother and enjoyable for our donors. It does not feel like work at all! Knowing that I am making a difference is what makes it so easy to provide excellent customer service on every single call I take."

Yuri S.
Agent