FAQ for e-agents

Aren’t you an e-agent?

FAQ for companies

General Information

What does it mean to become an e-agent?

At macs we give everyone the chance to become an e-agent, and to develop the best version of yourself. E-agents (where e stands for electronic) offer services to clients of relations.

During your adventure with us you will always stay in control of your own career, during which you can develop yourself as much as you want.

What are the advantages of working for macs?

You can work whenever, wherever and in any way you want. In addition, you have unlimited opportunities to educate yourself. Furthermore, you will become part of an eager community. Meet fellow agents and learn from each other. Bring out the best of yourself.

I am dyslexic. Can I still participate at macs?

At macs we give everyone the opportunity to develop themselves. If you are dyslexic, then we also have a select number of e-learnings that you can follow.

What do I need to become an e-agent?

All you need is the macs app and you will be up and running. Ready to go in a day!

Technical Specifications

What Internet speed do I need?

The best Internet speed for working from home depends on what kind of work you do. If you frequently download and upload large files, Internet speeds of at least 40 Mbps are recommended.

What is a good Wi-Fi speed?

Normally, if you are at 20 Mbps or above, you can avoid that annoying lag. To just get by browsing the Internet, we would recommend a speed between 6 and 12 Mbps.

What is the ideal internet speed for remote desktop connection?

Anything under 50ms is more than acceptable. Ideally , you will have a connection speed greater than 1.5-megabits/second. If using raw RDP, setting a lower colour depth and resolution will help. On your hosted system, disable themes and use a basic desktop background.

Pre-registration and examination call

When I join macs, how much work will be available?

This depends entirely on the number of customers, the number of incoming calls and the number of available e-agents who are ready to help. Make sure you sign up in time for the ‘queue’ where you will be hired next to call and help customers of customers.

Do I have to pay for training?

No. You do not have to pay to take part in any training. The only investment that you as a future e-agent make is to register with the Chamber of Commerce.

Do I have to pay for anything?

No. The only investment that you as a future e-agent make is to register with the Chamber of Commerce.

How long does it take to train myself before I can take phone calls?

Four courses have been developed to get you started. Although the time required between courses varies, you should be able to complete them within one working day. However, it may be wise to go through the courses a few times in order to become familiar with the content. At the end of the courses, you can sign up for an ‘examination call’. During this call, we will test whether you have mastered the content of the courses. Have you passed the exam? Then you can start calling!

Can I continuously develop myself?

Tom Clancy said it best: “Life is about learning; when you stop learning, you die.” At macs, we provide a lot of learning opportunities, with interactive learning modules but also by providing the opportunity to acquire new and challenging features while our platform continues to grow.

I want to start my examination call. How many resits do I have / will I get?

Once you have started the registration procedure (and you are nearing completion), you will receive an incoming telephone call. Our examiners are ready to test you on a few things such as: your telephone voice, your intonation and whether you are empathetic enough for this position. We call this an examination call.
Pay attention, because you get no more than two resits. Do you pass the examination call in one try? Then we would like to welcome you to the world of macs. Are you unsuccessful after the second time? Then you can only be tested again after one year.

What questions can I expect during my examination call?

During your examination call you will receive various substantive as well as superficial questions concerning yourself. We also test you for your voice, your intonation and your empathy.

VAT Number

What is a VAT number?

Your value added tax identification number, or VAT identification number (VATIN), is an identifier used in many countries, including the countries of the European Union, for value added tax purposes. In the EU, a VAT identification number can be verified online at the EU’s official VIES website.

Do I pay VAT in the Netherlands?

The Dutch VAT regime has three rates: 0%, 9% and 21%. If you do business in other countries from your base in the Netherlands, the 0% VAT rate may apply. The lower VAT rate of 9% applies to a number of products and services, such as food products, medicines and paint and plaster work on homes.

What is the VAT in the Netherlands?

In the Netherlands, the standard VAT rate is 21%. There are two additional special rates: the 6% rate and the 0% rate.

Sole proprietors: VAT number procedure changes as of 1 January 2020

Are you a sole proprietor? In that case, from 1 January 2020 onwards, the Tax and Customs Administration will issue your VAT number when you register at the Chamber of Commerce. When you register with the Commercial Register, the Chamber of Commerce will forward your registration to the Tax Administration, who will provide you with your VAT number. This may take up to five days. Until 1 January 2020, the Chamber of Commerce will issue you your VAT number directly when you register your business.
The change in procedure is necessary to protect sole proprietors’ privacy. Prior to the change, the VAT number was linked to the private citizen service number. Personal data was openly available in the Commercial Register. The Data Protection Authority has ruled that this is a violation of the GDPR. If you were already registered as a sole proprietor with your citizen service number before 1 January 2020, the Tax Administration will issue you a new VAT number. You don’t have to undertake any action.

How can I register at the Chamber of Commerce?

When you start your own company, you must register in the Dutch company register: the Netherlands Chamber of Commerce Commercial Register. In many cases, you will not need a separate registration with the Tax and Customs Administration. The non-recurring registration fee is 50 euros.
If you originate from outside the EU/EEA or Switzerland, you need a residence permit or startup visa to stay and start a business in the Netherlands.
N.B.: Freelance employment is not a legal structure. If you are a freelancer, you have the option to register as a sole proprietor or as a private limited company. The article on what to consider when choosing a legal structure can help you make the right choice for your situation.

My company needs a name: what are my options?

Your business needs a company name when you register with the Netherlands Chamber of Commerce. A good company name:
– doesn’t create a wrong impression;
– is not a brand name used by another company;
– does not sound or look too much like that of another business;
– does not contain special characters ( ) ? ! * # /.

How much does the registration cost?

Upon registration, you pay a non-recurring registration fee of 50 euros. You have to pay this fee directly with debit or credit card. You cannot pay in cash. When you register, you need a valid identification document. Without one, the Chamber of Commerce cannot complete your registration. You will have to return with your ID to make your registration final.

How do I get a VAT number in the Netherlands?

In order to earn money in the Netherlands you need to apply as a company. The Chamber of Commerce issues a Chamber of Commerce registration number to organizations that have been registered in the national business register. The Chamber of Commerce registration number is provided together with a branch number. You will also receive your VAT number.

During your employment

When it comes to answering phone calls, what area am I covering?

macs is an international company. Therefore, you will be called by companies from all over the world. Of course, you will start small and you will be asked to handle telephone conversations for which you have followed the corresponding e-learnings.

How long will it take to become a skilled e-agent?

At macs you determine your own career. You decide how far you want to go. This way you can grow into a senior e-agent during your career as an e-agent. However, you can also stay at one level. Becoming a trained e-agent is not a problem. You can develop yourself through various e-learnings.

What requirements do I have to meet to reach the next level in my career?

At macs there are various levels. You need to follow and complete e-learnings if you want to take the next step in your career.

How many calls do I need to complete to reach the next level?

This has nothing to do with the number of telephone conversations you complete, but with your own personal development and knowledge. With the e-learnings, you can ensure that you are lifted to a higher level at your own pace.

Is it possible to get a payout anytime?

Yes. For more information, please contact us by sending an email to: info@macs.co.

Legal

Where can I find the Privacy Statement and Terms of Use?

Our Privacy Statement aims to explain in a simple and transparent way what personal data we gather about you and how we process it. Our Terms of Service Agreement is mainly used for legal purposes by companies which provide software or services, such as web browsers, e-commerce, web search engines, social media, and transport services. A legitimate Terms Of Service agreement is legally binding and may be subject to change.

Is my data secure?

At macs, Trust is our number one value. Therefore, keeping your data safe and private is our utmost concern. macs utilises some of the most advanced security technology available today. Our Privacy Statement explains how we handle your data and what you can expect from us.