Frequently Asked Questions

A Sento Certified Agent (SCA) works as an independent contractor who owns a home-based business. After the successful completion of required certification, SCAs enter into a business relationship with Sento Corporation to provide exceptional customer service, technical service, and/or sales.

To become an SCA requires passing a few assessments in areas that include verbal communications, computer competency, and a basic background check. Candidates will also need to become incorporated to run a home-based business. To see details and begin the process go to Join Our Team.

Sento Corporation and its Clients have established standards to guarantee the security and integrity of sensitive information and the highest level of service for our customers. Individuals that have been convicted, pled guilty to, or pled no contest to a felony or certain misdemeanor charges, such as fraud, will not be considered for the Sento Certified Agent program.

SCAs are be able to select from a range of clients providing customer service, technical service, advanced services, and/or inbound sales. They handle customer needs through a variety of mediums including voice, chat, and/or email. SCAs will also have the ability to service multiple clients upon successful completion of client specific training.

SCAs have a Sento contact with whom they are able to communicate for account specific questions, escalation needs, general agreement inquiries, team facilitation, etc. In addition, SCAs have access to help desk support for Sento and client-owned applications. This service is billed at a rate of $20 per month. The help desk is currently staffed Monday through Friday from 8 am to 5 pm. For emergency situations, there is on-call staffing providing a return call within 30 minutes. In addition, we hope to offer a chat solution for help desk support in the future.

For your convenience we provide these links to resources that assist in the incorporation process.

However, you may incorporate using any group or organization that provides this service. You may also use an existing corporation if not being used for other purposes.

On a monthly basis all SCAs submit an invoice with the number of contacts completed. The invoices are paid after subjection to an audit. Payment rate per contact will be determined by the signed SOW, standard rate for the applicable client(s), and quality scores on service requirements.

These are the expenditures prior to certification:

• Assessment Fee: $25.00
• National Background Search: $37.00
• Incorporation Process: $50.00-$170.00, depending on resources and state filing charges
• Sento Certification: $99.00 ($74 for training, $25 for soft phone license key)

As an independent contractor each SCA is responsible for individual business expenses. However, many expenses may be tax write-offs. We encourage you to consult your personal accountant, or click the logo below for our recommended tax professional.

A home office must have:

• Separate room to be used exclusively as the home office with locks on the door and a silent environment
• PC dedicated for Sento work
• USB Headset
  Supported headsets:
  • Dual-jack multimedia headset
  • Bluetooth multimedia headset
  • USB multimedia headset
  • Clarisys Claritel i750
  • GN Netcom GN 8120 USB and GN Netcom 8110 USBXP
  • Plantronics Communicator C100S Wideband USB Speakerphone
  • TigerJet RJ11 to USB Phone Adaptor (incorporating the Tiger560C)
  • TigerJet USB Phone Set (incorporating the Tiger560C)
  • VoIP Voice Cyberphone (V550MLR USB Phone)
  • VoIP Voice Cyberphone K (V652VVMLR USB Phone)
  • Yealink USB-PIK USB hand phone
  • Yealink USB-P8D
  • Yealink USB-WID
• Telephone - Analog (not digital), corded phone (Not Cordless), key pad needs to be on the base (can not be on handset), the handset needs to be removable (cord from jack), a good brand such as Sony, AT&T and Panasonic
• Telephone Access - One work phone line (land line only) dedicated to Sento
• Shredder Machine
• Fax machine
• Printer (recommended)
• Web cam (recommended)

The following are tech requirements of hardware and software:

• Processor Speed - 1 GHz or higher
• Operating System - Windows Vista®, Windows XP® OR Windows 2000 Pro® with service pack 2 (Neither Windows ME and prior nor Mac OSX are supported).
• MS Office or Open Office (free download from openoffice.org)
• Java Runtime - latest version can be downloaded from java.com
• Memory - 512 MB RAM or higher (1 GB recommended)
• Web Browser - Minimum: IE 6 with service pack 1. Some of the tools will only work in IE.
• High Speed Internet Access - 2 Mbps or More - DSL or Cable (Dial up, Satellite, and Wireless Connections are NOT allowed) dedicated to Sento use during working hours.
• Display: Monitor capable of 16-bit color 1024x768 resolution minimum. Sento recommends a minimum 17" SVGA screen for agents and supervisors. For the optimal display capability for report viewing, a 19" or 21" SVGA screen is best
• Sound - Sound card with speakers or USB speakers
• Instant Messenger - AIM, using a professional user name (first and last included)
• Anti-Virus Software - Current and regularly updated anti-virus software required (Preferable Norton or McAfee)
• Email Account with at least 250 MB storage

The times available for scheduling will depend on the specific clients that have available work. The accounts will have a range of hours including early, day, evening, late night, and weekends.

The schedule will allow for SCAs to keep the same shift week over week until there is a change in business needs or the SCA chooses to make a change with two weeks notice.

Time off must be requested at least two weeks prior to date requested. This will be done by email. All requests and responses must be saved by the SCA to avoid any discrepancies. Sento management will acknowledge your request by return email.