Miami Herald – May 2, 2007

“Mary Bartlett, vice president of talent management for Arise, a Miramar virtual call center firm, says the more successful home agents think like a small-business owner -- learning the ins and outs of how to schedule their time to get the highest volume of calls and maximize their earnings.

Agents typically are paid by the time spent talking, usually amounting to $8 to $20 an hour, plus incentives for selling products and services callers aren't requesting.

The industry has its critics. Most of these virtual call center firms lack benefits. Some firms charge substantial startup costs. Most have zero-tolerance for background noise. And, the pay structure punishes at-home agents less committed.”