FREQUENTLY ASKED QUESTIONS



Learn more about becoming an ACD Direct Call Agent.

Registration
What is an independent contractor? Am I an employee?
Agents providing their customer service skills to ACD are operating as Independent Contractors and are not employees of ACD Direct, Inc. As an independent contractor, agents are responsible for maintaining office requirements, keeping accurate earnings records and are responsible for reporting earned income to the IRS annually during each specified filing period. We provide a 1099 for those agents who have earned over $600 during any calendar year in compliance with the IRS guidelines.
Will I receive any benefits such as health insurance and paid vacation?
Since you would be an Independent Contractor, you would not be eligible to receive any employee benefits such as health insurance or paid vacation time through ACD Direct.
What types of clients do you service?
ACD Direct specializes in nonprofit operations including a wide range of donation and customer service contracts for PBS and NPR stations, child welfare, veteran, spiritual, and animal advocacy organizations. ACD Direct is always looking for new opportunities to expand our client base into commercial, consumer, and government sectors.
What states does ACD Direct NOT contract in?
ACD Direct does not contract with residents of California, Delaware, Massachusetts, Louisiana, West Virginia, Wyoming, Vermont, and South Dakota due to state laws regarding independent contractor requirements. Please check back on our site for future updates in your location.
Is there a minimum age requirement to contract with ACD?
ACD Direct only contracts with persons 18 years of age or older.
I just registered. How do I submit the voice sample?
Email instructions were automatically sent to you with a link to complete the basic assessment and video voice sample. Please check your Spam/Junk folder. If you are still not able to locate the information, please send an email to contracting@acddirect.com.
Can I update my information after the initial registration form has been submitted?
You can update your information at www.acdagents.com pending approval of your basic assessment and video interview. If you made a mistake on your registration form that you think may affect your approval, please send an email to contracting@acddirect.com.
Approval
Does ACD Direct charge any fees?
As an independent Contractor, you will be responsible for paying 2 necessary items:

Background check will be conducted through ACD's background check vendor. The background check fee ranges between $17.99-$19.99 and you also have access to your final report.

We have a one-time fee of $20 (discount available for military) for certification support. This fee is deducted from your invoice template once you start handling live calls. We will only deduct up to 15% of the fee from each invoice until the full amount of $20 has been satisfied.

Is a background check required?
Yes, we require a background check to be conducted through ACD's background check vendor for all prospective agents. The background checks follow and comply with the EEOC (Equal Employment Opportunity Commission) and Fair Credit Reporting Act (FCRA) along with all other applicable federal, state, and local laws.
What can disqualify me?
Reasons for disqualification may include (but are not limited to):

Failed the basic and/or video assessment(s)

Voice sample: Poor enunciation and/or tone

Did not meet equipment requirements and/or failed system scan

Unacceptable or incomplete background check

Can I provide my own background check?
To maintain compliance and consistency in our screening process, ACD Direct will not accept background check results supplied by outside vendors. Our background check provider meets all FCRA standards and compliant consent methods.
How long will it take to find out if I was selected for the project/position?
ACD Direct accepts contracts monthly. Please allow at least 5 business days to receive a response from us. If it has been longer than a week and you would like to inquire about your registration status, please email contracting@acddirect.com.
What is the status of my registration?
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. 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?
Please email us directly at contracting@acddirect.com to inquire about your eligibility. Contract awards are competitive and dependent on job availability.
Is a business entity required to contract with ACD Direct?
A business entity may be required depending on where you work, so we highly recommend you check the laws in your State. A business entity is NOT required in most states. If you do 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.
Do you have any non-phone work available?
ACD Direct is always looking to expand our service offerings to meet the needs of clients. New projects are offered to our existing contracted agents first. Data entry work may also be offered but not immediately available to new agents.
Does ACD Direct have a referral program?
You may receive an extra $10 on your invoice for each person you refer. Referral bonuses are offered to active agents only and must be approved by ACD Direct. Referrals must enter your full name on their registration form, have never worked for ACD Direct before, complete agent certification, and they must work at least 20 shifts.
Is my previous experience transferrable?
Yes - please list prior job history and contacts on your resume.
Can I manage other agents?
If you have a subcontracting opportunity for ACD Direct, please email contracting@acddirect.com and tell us about yourself, your business, and proposal for subcontracting including the number of agents you currently have access to.
Certification
Will I be paid for completing agent certification?
ACD Direct does not provide any compensation or payment for completing online agent certification(s).
Will there be any live classes that I can attend?
ACD Direct does not offer live certification classes. Agent certification is online and self-paced. After you have registered and enrolled you will be emailed a link to complete online certification. ACD support is included for all new agents, and we estimate that certification should be completed within 14 days of approval.
How long does it take to complete certification?
Agent certification is self-paced, so this will vary from person to person. On average most new agents complete their initial certification within 6-8 hours. We recommend scheduling certification when you have time to thoroughly review all the modules, exercises, and quizzes if you need to retake any. New agent certification should be completed within 14 days of your approval.
What if I need help after I begin taking calls?
You will have access to all your completed certification materials and resources. You will also have access to client FAQs located within each script, our knowledge base (KB), and chat support for immediate assistance when you are handling live calls. Support forums are moderated by our Chat Room Monitors (CRMs) 24/7 to assist you while taking calls.
What other types of projects can I certify for?
ACD Direct has a diverse clientele each with its own special certification(s). Call Agents with more certifications are eligible to work on more projects. We send regular communication regarding new work opportunities and certification requirements.
Are there long-term opportunities with ACD Direct?
ACD Direct recognizes and rewards talent. Many of our current employees and managers started as call center agents! Full and part-time positions may be available to our most experienced and well-qualified Agents. ACD employment opportunities will be advertised via regular communication and recruitment channels.
Contracting with ACD Direct
How much can I earn?
For inbound phone work, call agents may earn between $0.20 - $0.32 per talk minute depending on the project. New agents who have never contracted with ACD Direct start at $0.25/talk minute. We also offer various incentives for low shift attrition and average talk time. Experienced call agents can earn up to $0.35/talk minute. Occasionally we may offer other opportunities such as answering emails, working tickets, and providing chat support which all pay at different rates.
How do I get paid and how often?
Call agents are paid based on their invoices submitted to ACD Direct. 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 pay advance options if you require payment prior to the monthly invoice processing dates.
Can I choose my own schedule?
Call agents select shifts and maintain their own work schedules using our online portal. You can work when it is convenient for you and what best fits your personal and professional schedule. Our highest call volumes occur evenings, overnights, and weekends, so those shifts are more competitive. ACD Direct does look at agent work experience when considering whether to offer or decline monthly contract renewals.
How many hours can I work? Do you require a minimum number of shifts?
There is no minimum or maximum number of work hours or shifts required for call agents. ACD Direct does prefer to contract with agents having a consistent work history who perform at the highest level. Experienced agents with more certifications are given priority for contract renewals.
How many calls do agents handle on an average day?
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. Peak call times occur evenings, nights, weekends, and certain times of the year, e.g., during the holiday season.
What if I am not available for an extended period? Can my contract be terminated?

Communication is key! ACD Direct monitors for call agent inactivity during contract periods. If necessary, you can self-deactivate in the short-term; for longer terms please communicate via our internal ticketing system. Depending on the circumstances, ACD Direct may consider special arrangements for call agents on a case-by-case basis.

Monthly contracts can be terminated by call agents and/or ACD Direct at any time and for any reason. Reasons for contract termination may include (but are not limited to) concerns about the quality of work, excessive complaints, contract breaches, etc.