Contact Center Trends

At-Home Call Center Agent Checklist

By Shauna Geraghty

0 min read

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Before a newly hired at-home call center agent starts their job, you must make sure that they have the proper tools and space to work optimally. Below is a sample checklist to help give ideas about what to include in your own new at-home agent starter kit.

1. Do you have a reliable computer that meets our basic system requirements?

  • Does your processor have at least 1.8GHz?
  • Do you have at least 1536MB (1.5GB) installed memory?
  • Is your monitor 17 inches or larger?
  • Does your monitor have a resolution of at least 1024 x 768?
  • Does it have a video card? Is it at least 32MB?
  • Does it have a sound card (required)?
  • Does it have a USB port?

2. Do you have a reliable high-speed internet connection?

  • Do you have Cable, DSL or ISDN? Dial-up, satellite and some wireless connections do not provide the necessary speed rates.
  • How much bandwidth?
  • Does your internet meet the following requirements?
    • Download speed: 2.0 Mbps minimum
    • Upload speed: 300 kbps minimum
    • Quality of service: 80%
    • Jitter: 20 ms

3. Do you have a router? What is the brand of your router?

  • Recommended brands: LinksysNetgear and D-link
  • Are you using a wireless router? Did you encrypt the Wireless connection using a WEP or WPA key?

4. Do you have the latest version of Google Chrome (mandatory)?

  • If not, update it.

5. Do you have a headset with microphone that plus into your computer?

  • What brand is it?

6. Do you have a web camera?

  • Recommended brand: Logitech Quickcam Communications STX
  • Recommended resolution: 640x 480 VGA full-screen resolution

7. Do you have a dedicated office space that is quiet and distraction-free?

  • Can this room shield noise from a TV, radio, pet, train, lawnmowers, traffic, etc.?

8. Can you work in that office space for extended periods of time without interruption from family members, pets, personal phone calls, etc.?

  • Have you set in place childcare or care for other dependents during the time you are working?

9. Is your office space comfortable and ergonomic?

  • Is your desk chair comfortable enough to sit in for long periods of time?
  • Do you have enough natural and artificial lighting?

10. Do you have sufficient computer experience?

  • Are you competent with using a word processor (like MS Word), email, a web browser and can you learn to use new software?


Shauna Geraghty

As the first U.S. employee, Shauna helped to scale Talkdesk to over 1,000 employees in 7 offices globally. During her tenure, she has built Talkdesk's Marketing, Talent and HR functions from the ground up. Shauna has a doctorate in clinical psychology and has applied foundational knowledge from the field of psychology to help propel Talkdesk along its hyper-growth trajectory.