Have you heard about call center agents?
Basically, call center agents make outbound calls or answer incoming calls from customers who want to resolve issues, ask general questions, place orders, or would make complaints about a product or services of a certain company.
Most of these conversations between the customer and the agent are recorded. These recorded conversations are then sent to sites like Humanatic to check whether or not a call was successfully answered.
Sites like Humanatic would not do the job alone. So, they would hire people to listen and review the calls.
Table of Contents:
- what are the tasks of a call reviewer;
- what are the needed equipment;
- how to start working as a call reviewer;
- what are some of my tips and;
Disclaimer: Please note, any recommendations and/or conclusions are strictly opinions and may not apply to, or agree with, all persons or situations.
What are the tasks of a call reviewer?
A call reviewer would usually listen to the recorded conversation and then choose among the given choices.
For instance, in a certain category, a reviewer needs to see if the call is connected to a qualified agent or not. If the call is connected, what is the timestamp when it was connected?
So, the reviewer would just choose from the choices like connected in less than ten seconds; between 11-30 seconds; or between 30 seconds to 1 minute.
The tasks vary for each category. Let’s talk about that in the next paragraphs.
What are the Needed Equipment?
- Stable Internet Connection
- Smartphone or a laptop
- Verified PayPal (Check this post about how to make a verified PayPal account)
You may want to check this post about the needed equipment for an online job.
How to Start Working as a Call Reviewer?
1. Sign up or Apply
The very first thing to do is to sign up on the Humanatic website. You need to fill in your basic information such as your name and age.
As of July 16, 2019, Humanatic is not accepting new applicants.
Now, you have to provide brief information about your working experience. Be careful about what you enter because this would be the basis for the owner or the HR to approve your application or not.
You will be notified through your email address about the result of your application.
2. Familiarize Yourself with the Initial Categories
If you are hired (Congratulations!), you will be given two categories. These are the inbound and outbound categories which pay about 1.2 cents and 0.7 cents, respectively.
Now, I know that these categories pay very less but you have to do your best in reviewing these two because it will again be the basis if you will be qualified for other categories, which mostly compensate better.
The prescribed score for every category is between 95-100%. Once you have this accuracy after reviewing at least 50 calls, you will be able to unlock and access other categories such as Inventory Discussion.
1. Work on Accuracy
Though this job is somewhat easy, you shouldn’t jump right into it without reading the instructions or guidelines. As I said, each category has different instructions. So, before you attempt to review a call, read and understand the guidelines first.
Let’s define some terms first.
The accuracy is the percentage of correct tags/choices. It is computed for every category.
Mediated calls are the calls you reviewed that were checked by mediators (called superhumans).
Reviewed calls are all the calls you reviewed but not all are checked by mediators.
Let’s say, you reviewed 100 calls and the mediated calls are 50. And among those 50 calls, you only got 25 correct calls. So, by doing the math, 25/50 is 50%. That will be your accuracy.
Note: You must maintain the accuracy of 95-100% so that you will not lose access to a category.
2. Dispute Calls
In a single call, there are three or more reviewers. So, there are instances when the reviewers have opposing choices. And most of the time, the one with a different tag or choice will be penalized.
Note: When you are penalized on a single call, 3x will be deducted from your earnings. For instance, a call pays 3 cents and you made the wrong tag, you will be penalized. 9 cents (3×3) will be deducted from your account.
But if you are sure that your answer/choice is the correct one, then you should make a dispute. It means that you are going to reason out why your answer is the best/correct answer (by commenting in the comment/dispute box).
When a mediator will check the call and will agree on your dispute, you will receive the amount deducted from your account and your accuracy will increase.
This is a job that you really need to focus on. You should avoid doing other things such as browsing your Facebook wall or watching YouTube videos while reviewing calls because these will only destruct you.
(I actually did this mistake before and it’s not worth it.)
4. Try Other Categories
If you will be able to access different categories, try to review everything. Then choose the category where you can make the most money.
Like, for me, I love the inbound and ID+ categories. Because even if they pay less, they are one of the easiest categories.
5. Work During Peak Hours
The calls are made in the US. So, the peak hours (the time when most of the calls are uploaded into the system) are during the night in the Philippines. (Remember, we have different time zones)
I also observed that there are many calls during the BER months. And the pay per category is also increased during those months.
Humanatic is one of the legit websites you can earn money from. Though the pay is low, you can make decent earnings if you will focus on your accuracy and spend more time reviewing calls.
As a matter of fact, I was able to earn $2-$3 per hour by reviewing the easiest category, the inbound. And some Filipino reviewers said that they were able to earn PHP30,000 per month.
Have you tried Humanatic? Comment your experiences or even questions in the comment box below.