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Customer Experience Trends

At-Home Call Center Agent Checklist

By Dr. Shauna Geraghty

00:00 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: Linksys, Netgear 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?

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About Dr. Shauna Geraghty

Dr. Shauna Geraghty is head of global people and talent at Talkdesk, where she leads workforce strategy at the intersection of people, technology, and AI. Since joining as Talkdesk’s first U.S. employee, she has helped scale the organization from startup to more than 1,500 employees worldwide. As chair of the company’s AI Steering Committee, Shauna focuses on how AI and automation can empower employees, grow productivity, and evolve organizational design. She holds a doctorate in clinical psychology from the PGSP-Stanford PsyD Consortium.

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